IT Service Desk Administrator | Galway

Description

Permanent position available with a considerable portfolio of works for the next 5+ years

To build your career by assisting in the delivery of ‘leading edge’ engineering projects.

To work with a vibrant, agile and multi-functional team in delivering projects on time, safely, to budget and to the required quality standards.

To benefit from Kirby’s Career Development Programmes that will enhance your leadership capability.

To work with the best.

Excellent package on offer with room for negotiations

About Kirby Group Engineering

Kirby Group Engineering is an international multi-disciplinary engineering services contractor and leading provider of high-value engineering services to a number of ‘blue chip’ companies. Operating across Ireland, the UK, Europe and South Africa, Kirby has become the engineering service provider of choice in growth segments such as pharmaceuticals, data centres and power transmission and distribution. Our culture is innovative, collaborative and performance focused. The successful candidate will have the opportunity to grow and develop in a company committed to developing talent and rewarding performance.

ROLE PURPOSE

The IT Service Desk Administrator is responsible for providing exceptional technical support and assistance to end-users across the organisation. The role involves managing day-to-day helpdesk requests, maintaining and troubleshooting hardware and software, and ensuring smooth operation of critical IT systems and security protocols. The technician plays a key role in maintaining user access controls. By delivering efficient and effective IT support, the Helpdesk Technician contributes to the overall productivity and security of the organisation’s technology infrastructure.

KEY TASKS, ACTIVITIES, RESPONSIBILITIES & ACCOUNTABILITIES

User Support

Provide first-line technical support to end-users, addressing hardware and software issues.

Assist with troubleshooting and problem resolution, ensuring timely and effective solutions.

Ticket Management

Efficiently manage and prioritize helpdesk tickets, ensuring a timely resolution of reported issues.

Document all relevant information regarding user requests and resolutions.

Hardware and Software Maintenance

Perform routine maintenance on computer systems, including updates, patches, and hardware upgrades.

Install and configure software applications, ensuring compatibility and optimal performance.

Remote Assistance

Provide remote assistance to users, resolving issues through phone or remote desktop tools.

Ensure clear communication and understanding while assisting users remotely.

User Training

Conduct user training sessions for common software applications and IT best practices.

Create and update user documentation to facilitate self-help and reduce recurring issues.

Security Compliance

Enforce and adhere to IT security policies, ensuring the confidentiality and integrity of organisational data.

Educate users on security best practices to minimize potential risks.

Collaboration

Collaborate with other IT team members to escalate and resolve complex issues.

Share knowledge and contribute to the continuous improvement of IT processes.

Communication

Provide clear and concise communication to end-users regarding issue status and resolution timelines.

Collaborate with team members and management to share insights and updates.

Documentation

Keep detailed records of common issues and resolutions to build a knowledge base.

Contribute to the improvement of standard operating procedures and documentation.

Competencies to be Demonstrated

Strong knowledge of hardware, software, and operating systems.

Ability to diagnose and resolve technical issues efficiently.

Excellent interpersonal and communication skills to provide clear and effective support to end-users.

Understanding of network protocols, VPNs, MFA, and security tools like Firepower and Umbrella DNS.

Experience with backup and recovery solutions, such as Rubrik.

Proficiency in maintaining accurate and detailed documentation, preferably with tools like IT Glue.

Ability to prioritize and manage multiple tasks and support requests effectively.

Strong teamwork skills for working with other IT staff and departments.

Flexibility to handle a range of tasks and adapt to evolving technologies and procedures.

Familiarity with platforms like ACC/BIM360 and Teams Room management.

The statements made in this role description are intended to describe the general nature and level of work being performed by an individual assigned to this role. These statements are not intended to be an exhaustive list of all tasks, responsibilities, accountabilities, duties, and skills.

For more information on this role, or other Construction / Engineering opportunities across Ireland, the UK, Europe, or South Africa please review our careers page ( Vacancies - Kirby Group Careers ) or contact the Talent Acquisition Team at Kirby Group in confidence on +353 (0)1 454 0411.

Kirby Group Engineering is an equal opportunities employer. We are committed to fostering an inclusive workplace and welcome applications from all suitably qualified candidates, regardless of race, gender, disability, religion, sexual orientation, or age.