Level 1 Deskside Support Engineer – Limerick

ICT Services are currently recruiting for a full time permanent role based in Limerick for a service desk role.

As part of the role you will be providing Level 1 support to our customers end users. Candidate must have experience working in VoIP environment.

Duties include:

• The purpose of the role is to provide resolution to Helpdesk service requests within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills

• Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.

• Suppport and troubleshooting AV enviroments

• Analyze customer problems and formulate plans of resolution.

• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.

• Assist in evaluating new services, processes and technologies introduced at the helpdesk.

• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements

• Work with departmental staff to promote, develop, and maintain high standards of customer service.

• Escalate unresolved issues to support leads, designated service group or client help desk.

• Additional projects as required.

To be suitable for this role you will need the following:

 Essential / Minimum Criteria

• Fluent English Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services and is able to ensure they are dealt with in a timely manner.

• Able to quickly build rapport with customers, colleagues and management

• Candidates should have a high level of motivation and focus on their daily tasks

• Candidates must have previous and relevant VOIP experience

• Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s

• Demonstrate IT competencies in the following areas;

o Windows XP / 7/8

o MS Office 2007 / 2010

Desirable Criteria

• Previous call centre or customer service experience for a minimum 1 year.

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