Job description
Job Description
Desktop Support Specialist
Dublin
About us:
Fragomen is the world’s leading exclusive provider of immigration services. With more than 50 offices worldwide, we provide immigration services in more than 170 countries. For over 60 years, we have provided strategic immigration advice to a diverse range of clients from individuals to the world’s leading multinational corporations. With over 4,500 employees in more than 50 offices, you will be joining a truly global firm where providing exceptional client service is at the core of what we do.
Fragomen’s professionals are respected thought leaders in the immigration field providing expertise to governments across the world including the US Congress, the UK Parliament, the European Union and the United Nations.
A career at Fragomen will provide you with the opportunity to work in an exciting environment for a broad range of clients, where no two days will be the same. You will face interesting challenges and you will work with dedicated, friendly and ambitious people. We are extremely proud of our diverse workforce at Fragomen and we are fully committed to providing equal opportunities. We believe that our differences make us stronger.
About the role:
The Desktop Support role is to provide a high level of local IT support within the office.
The Desktop Support role is to provide a high level of local IT support within the office.
Working in a team environment, our IT professionals learn from the industry's leading experts. Our firm commitment to quality and best practices is supported by technological innovation that benefits our clients and staff.
Other key responsibilities will include:
- Act as an escalation point and initial contact for customer support requests pertaining to the firm’s hardware
- Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
- Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
- Develop a thorough understanding of firm’s applicable hardware/software configurations. This includes internally developed applications, software management and ITSM applications
- Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
- Queue monitoring to identify possible issue trends based on submitted tickets
- Effectively diagnose and research escalated tickets to determine appropriate action
- Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
- Follow and create detailed operational procedures as needed and help improve the quality of service delivery and provide value added customer services.
- Collaborates with network services, server operations and/or application development in order to restore service and/or identify problems
- Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies
- Assist with mobile device set-up, review, maintenance and troubleshooting
- Deliver coaching to peers when necessary
- Ability to support video, audio and web conferencing through PC and VC units.
About you:
You will have previous experience within a support role ideally within a professional services environment. You will be able to demonstrate evidence of working on a busy Service Desk using service desk software or a service management tool
Also required:
- Experience performing installations, moves, software and hardware adds and changes to end users’ IT equipment.
- Experience using VPN client and Citrix client
- Experience of Mobile Device Management solutions
- Strong knowledge and experience of supporting Windows OS, Mac, MS Office 16 / 365, Acrobat X, IE 11, Chrome and other browsers.
- Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments
- Methodical approach to problem determination
- Ability to communicate confidently with people at all levels in the Firm
- Ability to remain calm under pressure and in the face of provocation
- Ability and desire to learn new systems and processes
- Able to work as part of a team as well as independently
- Understanding of and enthusiasm for PC technology
- Experience of dealing directly with clients and providing excellent customer support
About Fragomen Ireland
Fragomen in Dublin is an immigration consultancy with an enthusiastic team of professionals all from different backgrounds with extensive experience in Irish immigration and best practices. We provide the full suite of Irish immigration support to some of the biggest employers in the country and the world across multiple industries.
seankuhnke.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, seankuhnke.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, seankuhnke.com is the ideal place to find your next job.