February 6, 2020

Helpdesk Engineer - Level 1

Job Description

The role requires a dynamic and enthusiastic individual to pro-actively manage customer reported issues to successful resolution with the relevant stakeholders.

·       Located on a customer site

·       Provide 1st level of support to customer on a critical business Microsoft Cloud hosted application

·       Integrate with business users and gain familiarity with business processes

·       Identify, evaluate and prioritize customer issues

·       Ownership of ticket resolution process, i.e. assign issues to the correct owner or service provider and coordinate and track progress through to resolution

·       Work closely with and liaise between developers and the customer to resolve issues

·       Disseminate Technical information from developers to non-technical business users

·       Ensure prompt and appropriate response to customer and business queries, escalate issues as required

·       Prepare monthly/weekly service reports

·       Participate in monthly/weekly service meetings with the customer / service management team

·       Update IT service management system throughout the incident resolution process


Skills Required:

·       Customer orientated professional

·       Ability to work both individually and as part of a team in a fast-paced environment

·       Excellent written and verbal communications are a must

·       Excellent interpersonal and organisational skills with a strong focus on customer service and delivery

·       Ability to effectively prioritise demands & effort to ensure expectations met

·       Attention to detail and delivery focussed

·       Strong technical aptitude

·       Proficiency with standard web applications and MS Office applications

·       Previous IT helpdesk experience is desired – ideally in Ireland and within the last 2 years in a fast paced, dynamic environment.

·       Highly organised with ability to multi-task, work to deadlines and deliver under pressure

Key requirements:

·       A 3rd level IT/Computer Science qualification – certificate, diploma or equivalent

·       Excellent communication, customer service and interpersonal skills

·       Good level of English, both spoken and written

·       Ability to troubleshoot and attention to detail is essential

·       Technical background advantageous

Jason McLoughlin

Felix Recruitment 087-6274230


Apply for Job
Cork, IE
Career Level
Experienced (Non-manager)
Job Type
Job Last Updated
March 19, 2021


Colm O'Rourke
Apply for Job

Lastest Vacancies

February 4, 2019

Senior Business Analyst

Our Client is a Leading Marketing Automation company based in South Dublin. We are now looking to recruit an ambitious and talent Business Analyst to join their busy and progressive team...

Know More
February 4, 2019

Android Engineer

We are working with our client a very exciting tech start up based in Dublin City Centre to find a talented Android Engineer to join their growing team in the heart of Dublin 2...

Know More
February 4, 2019

Automation Engineer

Our Market Leading Client is now looking to recruit an Automation Tester to join their busy team in Dublin City Centre...

Know More