Job Description

Reporting

Manager IT (EMEA)

Key roles (including but not limited to)

To provide first and second level IT Helpdesk/Desktop Support (including but not limited to active directory and exchange, building PC’s, setting up mail accounts and software input and removals) to colleagues in multiple locations within the EMEA region responding to telephone calls, email and other contact methods to resolve IT Incidents and process technical support requests and to document, track and monitor issues ensuring a timely resolution.

Shifts are across 35 hours per week, Monday – Friday, between the hours of 7am-7pm.

Specific responsibilities

  • Identifies researches, resolves and responds to a high volume of simple to moderately complex issues (Level 1 & 2) or questions received from internal and external customers

  • Provides status and follow-up information to internal or external customers

  • Escalates calls to the appropriate departments

  • Documents customer issues using a call tracking system in a timely and accurate manner

  • Assists real-time in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction

  • Keeps up to date on policies and relevant product and industry trends in order to provide technically accurate solutions to customers

  • Performs other duties as assigned

  • Supports the organization’s quality program(s)

Qualifications/skills

  • 1-2 years minimum demonstrated working experience in Helpdesk Support

  • A Degree from an accredited college or university preferred but not essential

  • Availability to work shifts Monday-Friday, 7am-7pm, 35 hours per week

  • Active directory experience and MS Exchange experience a requirement

  • Ticketing System experience

  • ITIL Foundation preferred but not essential

  • Strong computer knowledge including, but not limited to, Windows OS, Microsoft Outlook and Microsoft Office

  • Excellent oral, written and business communication skills

  • Analytical, interpretive and decision-making skills

  • Strong organisational skills

  • Flexibility

  • Ability to triage IT queries and problem solve where required

  • Initiative

  • Ability to create documentation

Experience

  • 1-2 years minimum of computer systems related experience or equivalent combination of experience and education required to include 1-2 years propriety software support experience and 1 year Windows operations system troubleshooting experience

Benefits of working for Sedgwick in Ireland

  • Career Progression within IT, with a global organisation

  • Sedgwick Academy Training Courses

  • Health Insurance Scheme

  • Tax Saver Travel Scheme

  • Sedgwick’s Sports & Social Club

  • On-Site Gym

  • Montessori & After School Care

  • Discount Benefits

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

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