Job Opening

Senior Desktop Support Specialist

County Antrim
I'm working with a global SaaS organization with deep roots in N.I. My client is a market leader and have had a long-established engineering hub based here working fully remotely. Due to recent exponential growth the teams are expanding across the board at all levels. If you value flexibility, modern tech, autonomy in your role and an outcome over outputs mentality then this could be the perfect next career move.

The role is required to take a mentor position within the Help Desk team and ensure that our clients receive the appropriate care. This includes contributing to problem resolution by giving in-person, hands-on support to end-users at the desktop level, taking inter-team issue escalations, and training and coaching clients and teammates. We're looking for someone that believes learning and continuous improvement are primary responsibilities.

Duties and Responsibilities
  • Perform hands-on fixes at the desktop level as needed on Mac, PC and mobile devices, including installing and upgrading software, configuring hardware, implementing file backups, configuring systems and applications, etc.
  • Assist with technical escalation within the team when necessary liaison with other functional groups in further escalation.
  • Drive knowledge management and user enablement through the creation, update, and distribution of content.
  • Lead team project, identifying and communicating risks, milestones, and timelines.
  • Ensure tickets and service requests are kept up to date, completed, and closed quickly and efficiently.
  • Assess and recommend the need for any system reconfigurations (minor or significant) based on request trends.
  • Identify and recommend ways to streamline process and improve efficiency.

  • Ability to provide outstanding customer service.
  • 4+ years in an equivalent role within a Help Desk organization.
  • Practical knowledge of remote assistance programs.
  • Hands on experience using and/or troubleshooting Microsoft Windows /10, Mac OS 10 and Microsoft Office.
  • Experience working with smart phones and tablets such as iPhones, Android, iPads and Surface.
  • Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership.
  • Strong attention to detail and creative problem-solving skills.
  • Demonstrated ability to coach and mentor others.

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