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Service Desk Agent

  • Salary: Negotiable
  • Job type: Contract
  • Location: Dublin
  • Sector: IT
  • Date posted: 09/10/2018
  • Job reference: BBBH89368

Service Desk Agent

  • Dublin
  • 12 Month Contract
  • Rate


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.

Key Responsibilities:

  • Log incidents from phone calls and emails on the incident management system
  • Diagnose and resolve problems first line where possible, escalating to appropriate groups where required.
  • Monitoring of Service Desk incident and Service Request queues.
  • Resolver Group and customer liaison to enable effective management of incidents.
  • Work through Incidents and Service Requests to closure.
  • Ad-hoc duties as required

Key Skills/Attributes:

  • Must have good IT awareness preferably gained in a technical/call centre environment
  • Displays a positive / can do attitude to customers and colleagues alike
  • A good understanding of MSOffice products, PC/laptop hardware, Active Directory, browser products is desirable.
  • Proactive approach to problem solving.
  • Excellent verbal and written communication skills
  • Client and solution focused, with analytical ability
  • Able to work under pressure and manage his or her own work with limited supervision
  • Assertive and confident in own decision making ability
  • High degree of accuracy and attention to detail
  • Reliable with excellent time keeping skills
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