Collins McNicholas

You will work as part of the Support team. The Support Officer is responsible for the maintenance and support of the Business Systems. The role will focus on providing level 1 / 2 support to all.

Key Responsibilities:


 Provide dedicated first and second level technical support to both internal/external users of the Systems through:

(a) Telephone support (b) Online Support / Service Desk (c) Desk-based assistance (d) Business Systems project roll-out etc.

 This will include the logging of issues, establishing severity levels, analyzing and resolving in accordance with agreed service levels, follow up and ensuring effective closure.

 Develop and maintain System Support standards and procedures and other documentation as required.

 Write and maintain system documentation to support the handover from systems development to operational support.

 Analyze call logs to spot trends and underlying issues. Document system problems and resolutions for future reference.

 Maintain the knowledge base for all System Troubleshooting Guides / How To manuals

 Assist in the training and induction of staff on ICT Business Systems to increase user adoption.  Contribute to process development and best practice. Seek new ways to improve systems and processes.

 Liaise with the development team to resolve issues and to progress into system deployment.

Work closely with Level 2 and Level 3 support teams when necessary

 Liaise with 3rd party system support vendors as required

 Support system testing where applicable

 Any other duties that may be assigned within the general requirements of the role.

Required Experience:

– 2+ Years working within a business systems/application support role

– Strong organization and problem-solving skills

– A high level of computer literacy particularly with Microsoft Products, Dynamics CRM, SharePoint, Excel, Word, Outlook, etc.

– Relevant Third Level qualification (e.g. Certificate, Diploma), or equivalent is desirable.

Duration of Contract: The contract is for an initial period to 31st December 2020, subject to continued Government funding

Probation: A probationary period of six months will apply

Pension: Defined contribution pension scheme. Employees have access to the scheme on successful completion of their six-month probationary period

Annual Leave: 26 working days, exclusive of public holidays

Travel & Subsistence: Travel and subsistence will be paid at public sector rates

Location of the position: Dublin office, Holles Street

The closing date for applications for the role is close of business on 12th August 2019.

If this role sounds right for you, I’d love to talk to you immediately. 

Please get in touch:

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