Sr. Service Desk Administrator

Information Technology Santry, Dublin


Position at J2 Cloud Services

Sr. Service Desk Administrator Overview

The Sr. Service Desk Administrator role is an elevated position within the Technology Services Group. This position relies on your advanced technical knowledge as well your ability to quickly troubleshoot and resolve issues involving the support of PC and PC related peripherals for all Cloud Service locations and home office workers globally with a focus on the EMEA regions.

As a Service Desk Administrator, you are accountable for all PC and end-user support related activities that occur during your scheduled shift. This includes but is not limited to day-to-day troubleshooting, adds/moves/changes for phone, network and computer equipment, IT Asset Management, and participation in the Incident Management Process.

Job Duties:

  • Accurately record and track all work activities in the IT service request tracking system
  • Serve as primary contact for troubleshooting, diagnosis, and escalation of end-user technical issues.
  • Responsible for timely provisioning of end-user computing equipment. This requires working with business unit leaders throughout the EMEA regions to develop equipment forecasts and ensure timely provisioning of equipment.
  • Monitor ticket queues, chat, and email, communicating effectively to drive timely incident resolution.

On-boarding and off-boarding of employees including system and access configuration and the distribution or collection of IT Assets


Key responsibilities:

  • Maintain, analyse, troubleshoot, and repair of end user computing hardware and software.
  • Create and maintain images to facilitate the rapid OS and software deployment.
  • Review existing processes, gather requirements and propose improvements for end-user computing.
  • Record IT asset disposition and location in the ITAM tracking application throughout its life cycle.
  • Support end-user computing resources including active directory, print and file services, and email.
  • Manage license allocation and usage compliance for all end user computing software.
  • Participate in Net Ops projects completing assigned tasks and managing required project activities.
  • Create and maintain end-user related documentation including troubleshooting and installation guides.
  • Monitoring of the service ticket tracking system for notification of new issues being reported.
  • Oversees shipping, receiving and other process administration functions.
  • Serves as IT liaison for multiple departments on moves, service issues and other related items.
  • Travel within the EU will be required and to the US may occasionally be required. 

Key Requirements and Experience:

  • 5+ years of computer systems support experience working remotely and directly with end-users.
  • Expert technical knowledge of PC operating systems including Window 10 and Mac.
  • 5+ years of experience in application support for Microsoft Office, Google Apps, Active Directory, and Anti-Virus applications.
  • 4+ years of Remote PC management and software distribution in an enterprise environment is required.
  • Current experience with Microsoft Deployment Toolkit (MDT) and Windows Deployment Services (WDS) or other remote imaging software a strong plus.
  • Project and documentation management a strong plus
  • Excellent written and spoken communication skills required.
  • Candidate must have supported an environment in excess of 500 end-users.
  • Candidate will be required to perform a variety of complicated tasks with minimal supervision.
  • Candidate must be able to lift and transport moderately heavy objects such as computers and peripherals.