December 14, 2021

Service Desk Agent

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.


• 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

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Dublin 14
Career Level
Entry Level
Bachelor's Degree
Job Type
Job Last Updated
January 7, 2022


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