Eolas Hero Image

IT Helpdesk Supervisor

IT Helpdesk Supervisor
North Dublin Permanent Negotiable Ref: E6101SD

Job Description

My client in North Dublin is seeking a permanent IT Helpdesk Supervisor. The successful candidate will have a solid technical background combined with customer service experience and team lead ability

 

Job Responsibilities:

The role of the IT Helpdesk Supervisor includes but is not limited to:

  • Supervising the daily operation of the IT Helpdesk and IT technical support team.
  • Actively managing the helpdesk and ensuring that the IT technical support team manage and update their support tickets so that the ticket holders receive regular status updates on the progress of the tickets and that tickets are closed in a timely manner.
  • Managing the workload of the IT technical support team. Delegating work effectively, providing clear information on what is required and ensuring successful and timely delivery.
  • Ensuring the technical support team are adequately supported and maintain an appropriate level of Continued Professional Development to enable them to provide the best possible service to the hospital.
  • Managing individual and team performance including assisting the Department Head in carrying out annual performance reviews with the technical support team.
  • Planning and monitoring assigned projects to ensure these are completed to the agreed quality within agreed time frames. Escalate appropriately if these parameters are at risk.
  • Identifying, troubleshooting and ultimately resolving technical problems of moderate to high level complexity.
  • Contributing technical content and departmental procedures to the Service Desk knowledge base.
  • Setting specific customer service standards.
  • Contributing to improving customer support by actively responding to queries and handling complaints.
  • Establishing best practices through the entire technical support process referencing ITIL practices throughout.
  • Developing daily, weekly and monthly KPI reports on help desk team’s productivity
  • Supervising the daily operation of the company’s IT infrastructure to ensure that it is performing optimally.
  • Overseeing the delivery and maintenance of security systems and protocols to ensure confidentiality, security and integrity of all hospital data and to comply fully with data protection laws.
  • Understand the ICT infrastructure, business systems, information and security requirements.
  • Influence user behaviour to reduce security risks providing references and support.
  • Perform minor upgrades conferring with vendors; developing, testing, evaluating, and installing enhancements. Refer opportunities for project work to the Department Head.
  • Following up with customers to identify areas of improvement
  • Partnering with internal and external partners to communicate project status, activities, and achievements
  • Maintain relevant knowledge levels to ensure modern technology and opportunities can be identified to enhance the customer’s IT operations.
  • Ensuring Continued Professional Development in IT Helpdesk Supervisor role including:
    • Being aware of current developments and issues in Information Technology by reading current literature and keeping abreast of new developments.
    • Assuming responsibility for his or her own professional development by undertaking professional training.
  • Documenting, updating and maintaining IT policies and procedures.
  • Ensuring that all policies and procedures identified by the hospital as being relevant to the post have been read, acknowledged, implemented and adhered to.

Flexibility is a requirement of this position and the successful candidate must be prepared to undertake such other duties as assigned by the Information Technology Manager. Such duties can be outside the normal area of work.

 

Experience Required:

  • Be educated to Degree level with a relevant professional qualification
  • Experience as a Service Desk Administrator/Supervisor/Manager in a similar environment with 2 to 3 years’ experience in a diverse technology and customer service-focused role
  • ITIL and/or PRINCE2 qualifications desirable
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • People and Team management skills
  • Logical thinker with excellent problem-solving skills
  • Able to multi-task across several open tickets and manage and prioritise own time
  • Aptitude for troubleshooting and fault-finding
  • Have the ability to work on own initiative, prioritise and manage a number of issues simultaneously and demonstrate attention to detail.
  • Be able to identify potential difficulties and formulate solutions.
  • Be of good character.

Essential and Desirable Skills:

  • Excellent understanding of Switching, Firewalls and Routing
  • Practical understanding of Core TCP/IP networking and networking protocols
  • Good understanding of DNS
  • Excellent knowledge of Microsoft Windows and Windows Server 2012 and 2016 Server, Active Directory, Group Policy, etc
  • Experience with Microsoft Exchange essential and O365/M365 desirable
  • Knowledge of Network Security

The position reports to and is accountable to the Information Technology Manager or designated officer in all matters relating to the job.

Educational Requirements: 

  • Be educated to Degree level with a relevant professional qualification.

Working Hours:

40 hours per week

 

 

Consultant Details

Stephen Daly's Profile Picture
Name: Stephen Daly
Title: Director
Apply for Job Call me now Add to Shortlist

How to Apply

If you are interested in this role, then please Apply along with your updated CV and I will be in touch with you to discuss your application in more detail, otherwise feel free to connect with me by whichever medium you are most comfortable with be that Linkedin, Email or Telephone. Remember we have limited our site to a maximum of 200 Jobs so if this Role is not a 100% match to your requirements please be sure to connect with us as we will most likely have another role which you may find more suitable.

Apply for Job

Not what you're looking for?

If this isn't the job for you then why not reach out to one of our consultants today and send us your CV so we can find the one that is?

Reach out to a Consultant Upload your CV

Related JobsView all jobs

Posted Job Title Salary / Daily Rate Location Type Shortlist
Posted3/01/2023 Salary / Daily RateNegotiable LocationDublin TypePermanent
Posted27/01/2023 Salary / Daily RateNegotiable LocationDublin TypeContract

Email Job Details

  • Enter your details below to email this job to yourself or a friend.

  • In order to submit this form you'll need to agree with our Privacy Policy

Apply for Job

  • Enter your details below to apply for this job, the consultant will then contact you as soon as possible.

  • Accepted file types: pdf, doc, docx, odt, Max. file size: 4 MB.
  • In order to submit this form you'll need to agree with our Privacy Policy

Latest NewsView all news

eolas-press-release_900x500_acf_cropped

Erisbeg acquires Eolas Recruitment

  • 1 Dec 2022

Dublin, Ireland 28 November 2022 Irish private equity firm Erisbeg has today agreed to acquire a majority stake in Leading Specialist IT Recruiter Eolas Recruitment Limited (‘Eolas Recruitment’) from its shareholders. The consideration for...

Read more
blog-feature-template_900x500_acf_cropped

Employers: Why use a specialist recruitment agency?

  • 3 Oct 2022

Choose wisely and these benefits will increase over time as the recruitment agency’s knowledge of your business deepens. Benefits of using recruitment agencies For large organisations and SMEs, particularly those in technology and knowledge...

Read more
eolas-feat-3_900x500_acf_cropped

Registering with a specialist IT recruiter. What are the benefits?

  • 2 Sep 2022

There is no shortage of opportunities for IT professionals in Ireland at present however it can be difficult to know where to start when thinking about applying for a new job. A good way to get to grips with the market is to register with a...

Read more

Latest Reviews

My fresh experience with eolas recruitment was excellent and amazing, Peter Kirby and Caoimhe Cronin was really supportive and professional, guided me through the entire interview process and supported me every moment before and after the interview. I am very grateful to eolas as my recruiting agency. Thank you for the great service you offered.Lijumol Shaji
lijumol Shaji
lijumol Shaji
09:46 28 Jan 23
It was a wonderful experience throughout the recruitment process. Luke Prendergast dealt and assisted me with every step in a very professional manner.
Khushpinder Singh
Khushpinder Singh
12:24 17 Jan 23
I'm currently contracting through Eolas and I couldn't recommend them enough. Everything from interviews through to supporting on boarding has been very efficient. I've dealt primarily with Stephen Daly for recruitment, he's a gentleman, very competent and always available for questions. Also Berilyn Teeling my accounts contact is very friendly and professional.One stand out feature is the communication between agents in Eolas. When you take the time to reply with feedback to one of the Eolas agents about a proposed role that isn't for you, you'll be contacted about a position that suits you if one arises!
Christopher Casey
Christopher Casey
11:44 17 Jan 23
It was an amazing experience with Eolas recruitment team.Caoimhe Cronin was very helpful all the way through the recruitment process. I would say it was one of the best HR experiences I have with Caoimhe.Thank you for all your help and support.
aitham vinay
aitham vinay
15:14 09 Jan 23
Excellent experience going through the recruitment process with Eolas Recruitment as a job seeker. Alan was superb in keeping me up to date and preparing me for the various interview rounds. I can highly recommend.
Thomas O'Brien
Thomas O'Brien
14:04 09 Jan 23
My experience with Eolas was great. It was a pleasure dealing with Alan Kane. He was extremely professional and helpful throughout the process.He kept me up to date with my progress after the interview. I would higly recommend Alan and Eolas team.
Komal Joshi
Komal Joshi
14:10 03 Jan 23
Alan and Peter were great at onboarding me through the process. They helped to give me whatever resources and understanding I needed in order to settle my nerves at every step of the way and I couldn't be more grateful for their help! Highly recommend.
Tadhg Deeney
Tadhg Deeney
14:50 24 Dec 22
I was with Caroline on securing a position with a tech company.The job specification on the position was clear. I was also able to get a salary range the position offered and not "competitive salary" answer.The company I applied for was a bit slow at getting back. Eolas followed up with what the delay was and kept me up to date with what was happening.Got interviews: YesGot Job Specs: YesGot Salary Range: YesGot Position: YesThomas
Tom Walsh
Tom Walsh
16:22 08 Dec 22
I had a great experience working with Peter Kirby and Caoimhe Cronin at Eolas. They are very professional and very communicative. I received supports and adviceseach step through the whole process. I would highly recommend Eolas. Thanks a million!
Wei Duan
Wei Duan
18:50 22 Nov 22
From the initial discussion about my role through, the vetting, onboarding and right through to the invoicing and payment process the experience with Eolas has been first rate. Luke helped me highlight the items on the CV that the client was looking for and Stephen gave me solid advice about how to invoice in Euros from a UK company. Stephen advised me to open a euro account. Advice which I initially ignored...at my cost...the Royal Bank of Scotland creamed 4.6% of my first invoice! Next time I will listen to the voice of experience.
Tony Hasler
Tony Hasler
08:51 18 Nov 22
I had an incredible experience with Eolas and Peter Kirby. I was prepped for my interview and received regular updates throughout the process. By far, the best experience I’ve had with a recruiter and would thoroughly recommend.
Liane Mulvaney
Liane Mulvaney
18:56 25 Oct 22
I would highly recommend Eolas recruitment. Have been placed in a couple of roles during my career and have always found the team to be very competent, honest and efficient.
Finbar Pimlott
Finbar Pimlott
15:04 24 Oct 22
Fantastic support received from Sean Prendergast. He went above and beyond to match my experience and interest to the role and company, gave me great preparation for the interview and kept me fully informed every step of the way. He was professional and personable, and I would highly recommend his services.
Katie O' Connor
Katie O' Connor
15:19 21 Oct 22
One of the best recruitment companies in Ireland. Alan from Eolas helped me right from day 1 of my process and is even catching up with me after getting an offer letter. A big thanks to Eolas and Alan for their commitment in getting candidates the right job in top companies.
Dheeraj Shetty
Dheeraj Shetty
16:49 20 Oct 22
My experience with Eolas was a fantastic one It was a pleasure dealing with Peter Kirby who was very professional. Throughout the interview process his advice and guidance proved to be extremely helpful. I received help preparing for my interview. I was thoroughly informed about what the interview was going to be like. I was also kept up to date with my progress after the interview. The turnaround time was phenomenal! I recommend the Eolas team to anyone searching for a new position.
Rowena Bisschoff
Rowena Bisschoff
12:20 10 Oct 22
Peter Kirby from Eolas Recruitment has been a great help throughout the hiring process. He had contacted me for a potential opportunity and assisted me right from interview preparation to the offer confirmation. He was a great help for seamless communication with the company and clarified all my doubts in the timely fashion.
Shamali Naik
Shamali Naik
12:56 06 Oct 22
My recent experience with Eolas was excellent and refreshing. Nicola is a total professional and guided me through the interview process ensuring I was well prepared, following up after each stage and providing useful insight and tips. Best recruiter I have dealt with hands down.
Declan Cox
Declan Cox
07:28 28 Sep 22
it was a pleasure engage a new Job with Eolas Recruitment, Nicola Byrne assisted me a quite accurate. she did her job in transparent mode for me. the communication was fluid between both ways. Eolas is highly recommended.
Aldo Franceskini
Aldo Franceskini
22:00 27 Sep 22
Stephen is a dedicated, professional and efficient consultant. He provided exceptional support throughout the recruitmemt process.Thank you Stephen for an effortless process in acquiring my current contract. It has been a great experience.
Cristina Brescanu
Cristina Brescanu
18:47 26 Sep 22
My experience with Eolas Recruitment was absolutely excellent. I dealt with Caoimhe for the whole process and she couldn’t have been more helpful and supportive if she tried, from start to finish she was there to help me with whatever I needed be it tips or answering questions I was confused about or even keeping in contact with the employer for me, we regularly spoke on the phone where she made the whole process smooth and easy and I can not thank her enough for everything she has done for me. 12/10 service.
Ben Flood
Ben Flood
15:29 16 Sep 22
Great experience working with Eolas. Pete was very professional and efficient from the first application until the final offer.
Ben Tierney
Ben Tierney
10:10 16 Sep 22
george lynch
george lynch
08:04 14 Sep 22
I've had a great experience with Eolas and with their staff who are always keeping me informed and giving me professional advice. Specifically, Stephen Daly, who has always been kind and very patient with me as I started out on my new recruitment journey.
Maria Strozynska
Maria Strozynska
08:35 08 Sep 22
The guys at Eolas are really professional and the recruitment process is one of the smoothest and most communicative I’ve ever experienced. Caoimhe, Alan and Peter made landing a great role feel like a walk in the park. I definitely recommend!
Folarin Samuel
Folarin Samuel
11:16 10 Aug 22
Eolas supported well during my recruitment journey.
santosh chougule
santosh chougule
16:23 08 Aug 22
Very impressed with the people I’ve come across during the recruitment process! It was a great experience and I reckon Eolas Recruitment is undoubtedly one of the best agencies out there.
Jerin George
Jerin George
15:47 05 Aug 22
Peter Kirby provided me with excellent guidance, advice and communication throughout my recruitment experience. Ably supported by Caoimhe Cronin, any questions and follow ups I had were addressed promptly. Overall I have experienced a speedy and very pleasant experience with the Eolas team. Thank you all. I recommend Peter, Caoimhe and Eolas Recruitment for any recruitment needs.
Peter Sheerin
Peter Sheerin
10:43 05 Aug 22
Incredible work, Sean found me a great job with all the criteria I had asked for, saw me through my interview and gave me some excellent tips on how to get the job and alas, I got the job! I would highly recommend this company to all my friends and family! Thanks again, you are all amazing!”
vipin yadav
vipin yadav
09:50 05 Aug 22
Stephen Daly was a great agent to work with, extremely helpful while I was trying to on board on to a new contract while I was abroad on holiday. Eolas’ support after contract start was also spot on.
kennymclean1975
kennymclean1975
19:15 04 Aug 22
My experience with Eolas has been excellent. The team maintained constant communication throughout and the on boarding process was simple and straightforward forward.
Ryan Collins
Ryan Collins
17:22 04 Aug 22

Upload your CV

  • Send us your CV and we'll be in touch with jobs relevant to you.

  • Accepted file types: pdf, doc, docx, Max. file size: 10 MB.
  • In order to submit this form you'll need to agree with our Privacy Policy