IT Help Desk Agent

Dublin - Ireland

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Arthur Cox LLP is one of Irelands leading law firms. We are an all-island firm with offices in Dublin and Belfast. We also have offices in London New York and San Francisco. Our practice encompasses all aspects of corporate and business law.

With 600 legal staff and a total headcount of nearly 900 we provide a comprehensive service to an international client base ranging from multinational organisations banks and financial institutions and established global leaders to government agencies and new players in emerging industry sectors.

Our story has been defined by our progressive outlook. For over 100 years we have led the way in the legal field in Ireland. For our clients we work to deliver the best service and support. With an independent entrepreneurial spirit of innovation leading the way.

Department: IT
Location: Dublin (on-site)
Reports to: It Helpdesk Manager
Contract Type: Permanent Full-time

Background:

Arthur Cox is at the forefront of technology adoption that drive value within the firm its clients business and the wider legal industry. IT operations play a central role connecting digital capabilities to the firms objectives and creating a solid foundation for continued success.

We pride ourselves on being customerfocused and servicedriven. Our Service desk operates as a strategic hub and serves as the single point of contact for our employees thus ensuring the customer experience is seamless proactive and personalised.

About the Role:

We are looking to hire a Service desk support Agent to join a close-knit support team providing 24*7 end user support in a professional services environment and provide On call support after several months as well as early and late shifts.
The successful candidate will act as the primary IT support contact resolving technical issues for internal staff via phone email or chat including: log analyse troubleshoot hardware and software issues escalate complex problems to specialized teams and maintain IT documentation.
This role requires excellent written and verbal communication troubleshooting skills a strong customer service mindset and a willingness to go the extra mile to solve technical issues.

Key Responsibilities

Be the main point of contact for internal staff maintaining first-class customer service focused frontline user support whether they are on site or working remotely.
Follow ITIL-aligned processes and service desk procedures all requests are resolved in line with agreed service level agreements ensuring all users are treated efficiently professionally and appropriately.
Troubleshoot and resolve common hardware software and connectivity issues including: endpoint hardware (laptops and peripherals) Windows 11 Mac OSx iOS devices Office 365 productivity suite and business applications.
Escalate complex issues to Level 2/3 support as appropriate.
Assist users with account management password resets and MFA support.
Log and track all user requests incidents and problems in the ITSM tool maintaining detailed ticket notes resolutions steps and where relevant write/update knowledge base articles.
Assisting with new user setups and on-boarding inventory management staff training and over routine tasks.

Skills Knowledge and Expertise

Degree in IT Computer Science or relevant field or equivalent work experience.
2-3 years experience in a help desk service desk or similar IT support role.
Good knowledge of personal computers Windows Operating Systems and Microsoft Office 365.
Hands-on experience with remote desktop tools Active Directory and MDM tools.
Familiarity with IT Service Management (ITSM) software.
Certifications (Desirable):
CompTIA A CompTIA Network
Microsoft 365 Certified: Fundamentals (MS-900)
Or equivalent Microsoft qualifications

Skills and Competencies:

Soft skills:

Excellent interpersonal written and verbal communication skills in English to both technical and business audiences (individual or group).
Collaborative mindset and who can work independently or more often as part of a diverse team and group of internal stakeholders.
Proactive flexible and adaptable disposition with a willingness to work hands-on demonstrating attention to detail and the ability to take ownership of individual and teams work.
Innate curiosity and willingness to learn and evolving technology environment on an ongoing basis: develops knowledge base and skill set beyond that called for by immediate tasks and continually push the knowledge envelope.
Ability to complete assignments with minimal direction.
Strong attention to detail and a methodical approach.
A continuous improvement mindset continually critically evaluating results to drive improvements of processes and / or methods and/or underlying technology direction

Additional competencies:

Customer Interaction: Ability to engage with customers directly when necessary to resolve escalated issues. Ensure a high level of customer satisfaction through effective expectation setting communication and problem-solving.
Ownership: Proactive disposition with a willingness for hands-on teamwork demonstrating attention to detail and the ability to take ownership of work.
Communication: Excellent verbal and written communication skills with ability to build rapport and elicit problem details from end users and explain technical concepts to non-technical users.
Problem-Solving: Strong analytical and problem-solving abilities. Ability to think critically and develop effective solutions in a time pressured environment.
Team Player: Collaborative mindset with the ability to work well in a team environment. Willingness to share knowledge and support colleagues.
Customer Focused: Commitment to providing exceptional customer service and ensuring customer satisfaction.

Benefits

We reward encourage and support our talented people to reach their full potential offering excellent progression opportunities along with a market leading remuneration package and benefits including:

Competitive salary and bonus structure
25 days annual leave
Immediate pension scheme
Comprehensive health and wellness benefits including full gym and wellness programme
TaxSaver and Bike to Work scheme
Wide-ranging opportunities for involvement in internal committees

Required Experience:

Unclear Seniority