Job Description
Job Details:
• Exciting and progressive opportunity for a 1st Level Helpdesk Support to work in a Dublin based client
• The role requires a dynamic and enthusiastic individual to pro-actively manage customer reported issues to successful resolution with the relevant stakeholders.
• The ideal candidate will have excellent communication, organisational, interpersonal and negotiation skills, and have the ability to work both individually and as part of a wider IT support team.
Responsibilities:
• Provide 1st level of support to customer on a critical business 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
