Responsibilities

Essential Duties :

The Helpdesk Agent will troubleshoot computer problems, perform hardware and software diagnostics, and will implement or coordinate needed repairs via phone, chat, or another communications platform.

They will also document user support issues through our internal tracking system which includes opening, updating, escalating, resolving, and closing support tickets.

• Receive incoming support calls from Kingspan Americas staff and provide first level technical support.
• They will support all on- and offsite personnel to ensure their IT systems are working effectively.
• Install and configure applications on desktops, laptops, handheld devices.
• All calls will be logged into the ticketing system to ensure they are resolved efficiently, effectively and in accordance with our internal Service Level Agreement.
• Documentation of all desktop support processes and procedures to ensure there is a guide to all processes and update these as and when necessary.
• General IT administration as and when required.
• Provide help with all ad hoc projects and administrative tasks when necessary.

Qualifications

Education / Experience :

• Familiarity with configuring and supporting Windows 10 / 11.
• Expert knowledge of Microsoft Office suite of applications.
• Proficient with Apple mobile devices.
• Experience providing phone and remote support for users.
• 1-3 years’ experience in Helpdesk Support a plus.

Other Skills and Requirements :

• Able to follow written instructions and operating procedures.
• Able to write clear and concise notes describing issues and interactions.
• Ability to work independently and in a team environment.
• Excellent communication and customer relations & interpersonal skills.
• Good to excellent spelling, grammar, and written communication skills.
• Ability to work independently and in a team environment.
• Ability to maintain confidentiality.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Exert up to 20 lbs. of force occasionally, and / or up-to 10 lbs. of force frequently, and / or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects, including the human body.

It involves sitting most of the time but may involve walking or standing for brief periods.

Last updated : 2024-05-22