1st line support -Contract-Dublin

Leading Managed Services provider require a Service Desk Agent to work in their office just outside Dublin in Swords. They will be working on the 1st line support desk providing a single point of contact for users, dealing with the management of both routine and non-routine incidents which includes both hardware and software issues, problems and requests as well as the provision of 1st line support for incidents.

Role and Responsibilities:

• Technical Capability. 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).
• Business Awareness. 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.
• Problem Solving. 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.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.

Project People is acting as an Employment Business in relation to this vacancy.