IT Service Desk Agent (Level 1 Support)

Job Type:
Job reference:
over 3 years ago

IT Service Desk Agent

Role Purpose

To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents. 6 months+ experience working in an IT support role.

Key Accountabilities

  • Supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs)
  • Developing an understanding of customer's environment and service delivery requirements to enable the delivery of a first-class service
  • Ensuring problem resolution actions are taken following processes and systems in place
  • Taking ownership for listening to and understanding basic customer problems, asking relevant questions to resolve problems within required timescales
  • Acting as a team player and a helpful and effective member of the team
  • Taking ownership of your own development in the role

Performance Indicators

  • Sharing and re-using knowledge
  • Following the correct process for delivering the service
  • Resolving customer problems within required timescales
  • Meeting service level requirements

For more information on this or other roles feel free to contact Alison on 01 6455250 or alison.byrne @ experis.ie

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