About Eason
Eason is an iconic Irish retail business and brand with a rich history and heritage dating back over 130 years. We are one of the best known and most respected brands in Ireland, and our vision is to Inspire and Engage Minds of all Ages.
Our Digital Transformation Journey
We are currently undergoing a significant digital transformation and are seeking an IT Service Desk Support Agent to join our progressive IT Team in our Dublin Support Office.
Job Summary
We are looking for a skilled IT Service Support Agent who can excel in both technical support and web-related functions. This role requires strong problem-solving skills, excellent communication abilities, and a knack for online processes, as well as a commitment to providing exceptional customer service.
Key Responsibilities:
* Respond to, log, and resolve incoming calls and emails from customers, ensuring issues are fixed wherever possible.
* Provide 1st line technical support in a predominantly Microsoft environment, including password resets, Active Directory, and Outlook issues.
* Prioritize and manage multiple support requests effectively.
* Ensure that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreements (SLAs).
* Escalate unresolved issues to level 2 support or vendors, detailing any actions already undertaken.
* Assist in maintaining internal and external websites, ensuring optimal performance and uptime; troubleshoot and resolve web-related issues.
* Collaborate with web developers and designers to implement updates and new development.
* Demonstrate excellent customer service, with all calls measured and used as part of an ongoing call quality process.
* Follow up with users to ensure issues are resolved and satisfaction is achieved.
Desired Competencies/Skills:
* Helpdesk/Service Desk or support experience preferred.
* Strong Customer facing and administration skills.
* Intermediate knowledge of MS Office and Microsoft Dynamics AX.
* Familiarity with Microsoft Desktop OS (Windows 7-11) and basic IT hardware.
Benefits:
* onsite parking
* Staff Discounts
* employee assistant programme