Service Desk Agent (Level 1 Support)

  • Location:

    Dublin, Republic of Ireland

  • Sector:


  • Job type:


  • Salary:

    €25000 - €26500 per annum

  • Job ref:


  • Published:

    16 days ago

IT Service Desk Agent (1st Level Support)

Role Purpose

You will provide a single point of contact for users, deal with the management of both routine and non-routine incidents, problems and requests. Provide of 1st line support for incidents. You should have 6 months experience with IT Support or a strong understanding of Active Directory and Windows operating system.

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 @

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