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Service Desk Agent - IT Multinational

  • Salary: Negotiable
  • Job type: Contract
  • Location: Dublin
  • Sector: Infrastructure & Support
  • Date posted: 25/09/2018
  • Job reference: BBBH15292


Service Desk Agent - IT Multinational

  • Dublin
  • 12 Month Contract
  • Neg. Rate



My client is looking for Service Desk Agent 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.

Key Accountabilities:

  • Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
  • Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first-class service.
  • Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
  • Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalates so they can be resolved.
  • Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
  • Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
  • Takes ownership of own development and has a development plan in place.



Key Performance Indicators

  • Feedback from customers, colleagues and team managers.
  • Technical assessments if applicable
  • Evidence of sharing and re-use of knowledge.
  • Correct management of processes followed to deliver the service.
  • Percentage of customer problems resolved within required timescales.
  • Meeting service level requirements.

To apply or to find out more please get in touch with me on 01-6455 250 or shane.omahony AT experis.ie