IT Helpdesk Engineer Level 1 Belfast, Northern Ireland
Job description
All Waystone employees are expected to demonstrate our core competencies as outlined below. The role of a Helpdesk Engineer has unique requirements and duties; however, these responsibilities are to be executed within the organisation’s framework of core values. Waystone expects all employees to be high performing, self-motivated, learners and leaders.
Summary: The role of IT Helpdesk Engineer Level 1 is to support the IT team in all aspects of technical service desk management, project tasks and monitoring.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Action and resolve all incidents / requests that come to the service desk queue or phone lines with the agreed service levels.
- Ensure that ticket assignments will maximise efficiency. Escalate tickets to the relevant level if required and request updates.
- Ensure that the entire ticket life cycle is carried out with the highest level of customer service through appropriate communication and follow ups.
- Proactively keep the end user updated on the current ticket status with related communications.
- Stay up to date with all relevant technology hardware and software to provide the first level of support.
- Assist in relevant and identified projects and contributes inputs where required.
- Assist in disaster recovery testing and support for any production disaster recovery incidents.
- Contribute strongly to the team in achieving the overall team objectives.
- Actively gain knowledge from more experienced team members.
- Ensure that all activities conform to the process and procedures that are in place in the IT department.
- Ensure complete compliance with internal and corporate policies.
REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education:
- A degree in IT or relevant IT experience
- ITIL Certified
- General knowledge of information technology, theory, principles, and practices.
- Any technical qualifications
Experience:
- Minimum of 2 years in a helpdesk role.
- Ability to interact and communicate with colleagues efficiently and effectively.
- Be able to work under pressure and against tight deadlines to implement pragmatic and intelligent decisions.
- Be adaptable and work as an effective member of a team.
- Work conscientiously and use own initiative.
- Strong understanding of Active Directory
What can we offer?
- A highly supportive team environment.
- Competitive salary and benefits.
- Summer Friday’s – an opportunity to take one half day off per month in the summer months.
- WFH policy.
