ICT Services is seeking a Service Desk Agent for a full-time, on-site role in Dublin (Dundrum).
We deliver the world’s finest IT solutions to our customers, some of the biggest names in the business all over Ireland.
The Service Desk Agent will join our customer's ambitious team. This leading European company delivers top-tier cybersecurity, cloud, and digital transformation solutions.
Key responsibilities:
* Provide remote IT assistance and support to end users:
o Troubleshoot and repair local hardware and software issues
o Manage authorization and supply of key hardware and software requests
o Administer solutions to meet customer needs
* Identify and communicate major incidents to key stakeholders
* Create and maintain technical and problem/resolution documentation
* Report to the Service Desk Lead
Job Requirements:
* Fluent English Language Skills: Able to communicate with customers on a day-to-day basis via telephone, email & chat services. Able to quickly build rapport with customers, colleagues and management
* Conceptual Thinking: Can quickly grasp the underlying issues in complex problems or situations.
* Flexibility: Takes account of new information or changed circumstances and modifies their approach accordingly.
* Creativity: Takes innovative approaches to problem-solving and devises inventive and creative solutions.
* Follow-up and Monitoring: Checks progress against targets, reporting as necessary and taking action to resolve exceptions.
* High level of motivation and focus on daily tasks
* Enthusiasm to seek out opportunities within the business. This position does not require any specific qualifications.
* Working knowledge of Windows 10 and 11
* 6+ months previous IT contact center or customer service experience. Otherwise, has worked in a target-driven environment where incidents must be managed within specific SLA’s
* Relevant IT Certification or equivalent (e.g., MD100, MS900, CompTIA A+)
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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