IT Service Desk Engineer

apartmentWestbourne IT Global Services placeCork scheduleFull-time calendar_month1/30/25

Company Description:

Westbourne IT Global Services is an expanding Irish owned company based in Cork, Ireland, that provides IT support, Service desk, consultancy and sales services, to clients ranging from SMEs to multinational companies and government IT departments.
At Westbourne IT Solutions Ltd. we pride ourselves on providing a world class service through our highly experienced and professional team. We have built our long established reputation and forged strong and lasting business relationships on the principles of trust, investment in our people and ethical business practices.

As an ISO certified organisation, employees are required to adhere to ISO standards and policies and implement and maintain where relevant

Duties & Responsibilities:

Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password
Deal with customer IT queries for first line support, using your judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
Monitor and update call logging system, ensuring customers receive top level service
Excellent understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN, WAN, VoIP and the Windows/Mac OSx operating systems.
Create and maintain user accounts in Active Directory and Exchange Online
Working with third party vendors to assist users with application specific issues

Job Objectives:

Main Purpose: To provide technical IT Help Desk analysis and solutions to our clients.
Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password
Assess and resolve customer IT queries for First line support, using judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
Monitor and update call logging system, ensuring customers receive top level service

Knowledge, Experience and Skills:

Fluency in English language both written and oral is imperative
3rd level IT related degree desirable
MCP and Microsoft software certification desirable
Excellent communication skills with the ability to support clients remotely
Experience in adhering to KPIs
Excellent time management skills and ability to work under time pressure
Base understanding of Microsoft Active Directory
Understanding of ITIL framework
Previous 1st Line experience

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