Technical Services Engineer – Dublin
June 19, 2019
Deskside Support Level 2 – Dublin
August 12, 2019

Service Desk Analyst – South Dublin

ICT are currently recruiting for a full time permanent role based in South Dublin for a service desk role.

As part of the role you will be providing Level 1 telephone support to our customers end users.

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.
• Identify, evaluate and prioritize customer problems and complaints to ITIL standards
• Analyse 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 are encouraged to seek out opportunities within the business

• 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;

·         Windows XP / 7/8

·         MS Office 2007 / 2010

Desirable Criteria

• Relevant IT Certification or equivalent

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

• ITIL awareness or ITIL foundation certified.


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