Helpdesk Technician Level 1

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Tierney’s provide a trusted and reputable range of IT Solutions, Support and Consultancy Services to the International Hotel, Restaurant and Leisure Industry across the Ireland and the UK. Our commitment within the Hospitality Sector brings cutting edge solutions to our customers from leading partners around the globe enabling our clients to gain the maximum from their IT investment helping them achieve their specific needs.
We are currently recruiting for a Helpdesk Technician Level 1 to join our growing team. This is an on- site position based in our offices in Ennis with an option of hybrid working after a six month period.

Working closely with our dedicated Helpdesk & IT Support team to deliver a high level of customer support to our clients.
Answering inbound helpdesk phone calls.
Logging service calls into the ticketing system and liaising with customers and team members to log support issues effectively & efficiently.
Triaging tickets, processing the information and assigning priorities.
Following up on customer calls in a timely manner.
Resolving general customer issues e.g. new user set ups, password rests, email amendments, access requests and other ad hoc.
Providing remote support where necessary.
Liaising with engineers/technicians and customers as well as third party providers in resolving tickets.
Keeping databases and documentation up to date at all times.
Providing exemplary customer service.
Keeping informed of any changes in relation to the Service desk e.g new customer , work practices , systems.
Maintain company and client security and confidentiality at all times.
Complying with all company security policies in accordance with ISO27001
Actively participate in on- going training and development
Any other ad hoc administrative duties that may arise from time to time.

Desired candidate’s skills and experience:
Graduate caliber in IT desirable or certification in relevant industry field such as CompTIA
Genuine interest in the IT field and developing a career within the industry.
Excellent communication and interpersonal skills
A flexible and positive attitude to work
MS qualification would be an advantage, but not essential as ongoing training will be provided.