ICT Helpdesk Administrator

Who We Are

St. Michael’s House provides a comprehensive range of services and supports to men, women, and children with disabilities and their families in 170 locations in the greater Dublin Area. It supports 1,953 people and this has an impact on thousands of family members. St. Michael’s House is a company funded by the Health Service Executive (HSE), TUSLA and the Department of Education and Skills. (Figures from 1st May 2021).

St. Michael’s House supports include;

• Residential supports and independent living
• Clinical supports
• Day supports
• Schools
• Respite supports and
• Vocational training services.

Skills and attributes

• An ability to communicate verbally and via email with all staff in simple and understanding manner
• An understanding of the business impact of ICT Systems and devices
• An ability to follow through and close out all issues to customers' satisfaction
• An ability to assess each user's ICT knowledge levels
• Being able to work under pressure
• An ability to think logically
• Ability to perform service desk admin functions to a high standard
• Good analytical and problem-solving skills
• Good interpersonal and customer care skills
• Good accurate records keeping
• Professional and flexible attitude

Description

A vacancy exists for a full-time permanent ICT Helpdesk Administrator in the IT Department (Grade IV)

Overall, Purpose of the Job:

Operating the IT helpdesk support system. This role has significant organisational and administrational elements, such as onboarding new members of staff.

Main Duties and Responsibilities:

· Provide Helpdesk support via phone, email, and remote support to diagnose and resolve technical issues

• User management, (creating and configuring user network and e-mail accounts,)
• Perform level 1 tasks such as configuring standard applications, configuring connectivity to network and local printers, and installing additional software.
• Perform basic triage to ensure that the support calls are routed to the correct resource.
• Log tickets to the helpdesk system.
• Reassign and schedule support calls with the relevant engineers or vendors.
• Update helpdesk documentation so that support information is available and current.
• Ordering and cancellation of smart phone contracts.
• Update asset registry.
• Communicate with staff on a regular basis via phone and email.
• Providing onsite support in St. Michael's House regional offices as directed by line manager.
• Liaison with other staff members on projects as directed by line manager.

Experience Required:

• 2+ years of IT support work experience, with exposure to client technologies and service desk management tools.
• Expert knowledge of client technology service issues, techniques, and implications across a range of computer platforms.
• Proven ability to communicate effectively and gather requirements from users at the business unit level
• General knowledge of vendor management.

Required Qualifications:

· Leaving certificate, an appropriate 3rd level qualification or technical qualification such as CompTIA A+ certification would be desirable. Experience in a similar role will be an advantage.

Please upload your CV and cover letter outlining your suitability for the role.