This is an exciting year-long placement opportunity for an IT student to join a first-line helpdesk team who are responsible for providing support to manufacturing and office employees to include the maintenance of 400+ PCs.
The successful candidate can expect to receive the following:
* Mentored by the Infrastructure and Desktop Services Team Lead
* Gain exposure to 1st and 2nd line helpdesk support activities
* A range of Company benefits
Main duties and responsibilities
* Contribute to an environment that encourages positive communication and a sense of community to drive teamwork and collaboration across all teams.
* Perform 1st and 2nd line support, escalating to 3rd line as required.
* Recording and resolving all incidents to the customers’ satisfaction, using approved methods, tools, and procedures and in accordance with published KPIs and internal SLAs.
* Identification of common and recurring Service Desk issues and implementation of solutions.
* Input into a robust technical knowledge database that includes escalation paths, guides to temporary fixes, solutions, and workarounds for known errors or problems and system procedures.
* Creation of user self-service training guides and internal documentation.
* Establish, maintain, improve, and maximise working relationships with key external partners/suppliers and internal resolver groups that provide support services. Work collaboratively with these parties on joint programmes to deliver services fit-for-purpose and that add added-value to the business.
* Administration of user accounts and security within an Active Directory/Azure/M365 environment and within all business systems.
* Management, support, and installation of the company’s user-based IT services including all desktop hardware and software: computing devices, applications, printers, scanners, phones (including mobiles) and all associated peripherals.
* Undertake project work as agreed with the Desktop Services Team Lead.
* Occasional travel to remote company sites.
* Any other reasonable duties which may be required by management from time to time.
A year-long placement opportunity with Decora can represent the foundation of a career with the Company. Across the business we have a number of placement students who have returned to permanent roles on completion of their degree.
Testimonial from our current Desktop Services Student, Matthew:
“During my placement, I’ve gained hands-on experience, working as part of the helpdesk team and alongside the wider IT team. On a daily basis, I provide first-line helpdesk support to employees, manufacturing hardware and ordering systems. I have learned to solve a variety of IT issues and am involved in project work.”
Requirements
* Be a full-time student registered with a NI University, working towards an IT-related Degree (non-software development). This role is best suited to students of Business Information Technology or Computing Information Technology
* Excellent analytical and problem-solving skills
* Ability to work on own initiative and manage own time effectively
* Strong planning and organisational skills
* A full driving license with access to your own vehicle (as this Desktop Service Student will work across 4 sites in Lisburn)
Experience of installing, configuring, and troubleshooting user hardware and software issues would be beneficial, however full training is provided.
We are an Equal Opportunities employer. We practice equality of opportunity in employment and select the best person for the job.
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