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Job description

Here at Randox IT we aim to provide and deliver a highly responsive, first class support service to all Randox employees and relevant third parties, adhering to the ITIL Framework. Ensuring that all IT related services are running effectively and operating within normal set parameters. We are currently recruiting for an IT Technical Support Specialist to join our Team based at the Randox Science Park in Antrim..

Responsibilities

• Active Directory / UAM - Account creations, file store permissions, group policy assignments and memberships.
• Application Management - User access, user configuration and functionality.
• Training - System usage, application functionality, local and global connectivity.
• Creating, updating, and monitoring of user tickets using E-Ticketing System.
• Incident & Problem Management.
• SLA & KPI Management - Ensure tickets are prioritised, with users are kept up to date on progress.
• Ensure the department procedures are followed at all times.

Skills and Qualifications

Essential Skills

• 1 - 2 years experience in a Service Desk Role.
• Excellent knowledge of Microsoft operating systems.
• Excellent Troubleshooting skills.
• Excellent knowledge of Microsoft products (Word, Excel, Access) /0365.
• Knowledge of security / access systems.
• Experience using remote support tools.
• Must have a clean and valid driving licence.

Desirable Skills

• Ability to mentor less experienced peers.
• Ability to manage and de-escalate upset customers, own escalations to resolution.
• Strong analytical, process-oriented, evaluative, and problem-solving abilities.
• Ability to effectively communicate with customers with varying levels of technical expertise.
• Excellent customer service and communication skills.
• Ability to understand and resolve complex technical issues
• Expert (SME) and deliver peer training.

Further Information

Work time 8.40am - 5.20pm.