Part Time IT User Support

Job Details

IT User Support

Unijobs, on behalf of our client, Maynooth University, are currently recruiting for two part-time IT User Support Executive Assistants. The successful candidates will work in the IT Services department of Maynooth University. IT Services provides services to meet the technology and information systems needs of the University. IT Operations, including User Support and ICT Infrastructure teams are part of the wider IT Services function. Both positions are based on a 6-month contract on a salary of €25,444 per annum. Working hours for position 1 are 09:00 to 13:00 Monday – Friday. Working hours for position 2 are 13:00 to 17:00 Monday – Friday.

Key Responsibilities and Duties:

  • Managing onsite support calls from end users via different channels: Service Desk (SD) ticketing system, email, telephone, or in person.
  • Take responsibility for the management of calls to conclusion, to include respond to, record, prioritise, and manage SD calls in a timely manner once logged on the service desk system.
  • Communicate information clearly to SD customers, Heads of Department and staff across the University, in person, via email and telephone, in response to calls logged.
  • Follow and adhere to SD processes, procedures and follow escalation process and other matters as appropriate.
  • Arrange, follow or advise information regarding disposal of old or obsolete equipment.
  • Deal with ‘how to’ and information requests including ICT Policies.
  • Liaise with third party vendors for software hardware installations.
  • Troubleshoot and if required, referral of hardware faults to third parties
  • Resolution of support calls in accordance with Service Level Agreements be that by the first line support person or by forwarding the ticket to other relevant personnel e.g. System Admin or third-party support resource
  • Logging all support calls and follow up with the user to confirm problem resolution.
  • Supporting any other duties or projects in IT Operations, appropriate to the grade, as allocated by the Service Desk Manager

Candidate Requirements:

Technical & soft skills

  • Good knowledge of Microsoft desktop operating systems with main focus on Windows 7 and Windows 10.
  • Working knowledge of standard office applications.
  • Understanding of corporate directory systems (i.e. Active Directory, SCCM).
  • Knowledge of sharing files within 0365 Microsoft Windows network.
  • Familiarity with remote support / access tools.
  • Basic experience with PC hardware (replacing hard drive, power supply).
  • relevant IT experience desirable, preferably in a University or educational facility.
  • Experience in a customer-facing role involving the effective management of cases is desirable.
  • Professional discretion, and an ability to communicate effectively, in person and in writing.
  • An ability and aptitude to identify problems and potential solutions.
  • Experience of working with a variety of information and determining a course of action.
  • An efficient approach to task-management, and an ability to complete concurrent tasks to timelines.
  • Excellent level of attention to detail.
  • Ability to prioritise competing tasks and work effectively in a busy environment.
  • Strong team working ethos with a demonstrated ability to work collegially and effectively across teams and offices, sharing skills and knowledge with others to enhance overall service.
  • Willingness to adapt to the challenges presented by a changing environment.

Position 1:

Working Hours: 20 hours per week, working from 9.00 until 13:00 daily (Part-time position, 0.54 FTE)

Salary: Pro-rata based on point 1 EA pay-scale, €25,444 per annum (Public sector pay policy provisions apply)

Annual Leave: Pro-rata based on 23 days per annum allocation.

Location: Requirement to work above hours onsite at Maynooth University, Eolas Building, North Campus. Covid-19 response plan and public health adherence measures in operation.

Position 2:

Working Hours: 20 hours per week, working 13:00 until 17:00 daily (Part-time position, 0.54 FTE)

Salary Pro-rata based on point 1 EA pay-scale, €25,444 per annum (Public sector pay policy provisions apply)

Annual Leave: Pro-rata based on 23 days per annum allocation.

Location: Requirement to work above hours onsite at Maynooth University, Eolas Building, North Campus. Covid-19 response plan and public health adherence measures in operation.

Unijobs is an equal opportunities employer

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