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


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


Colm O'Rourke
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