Service Desk Agent (1st / 2nd Line Support Engineer)

Service Desk Agent (1st / 2nd Line Support Engineer) - Contract - Dublin, Ireland.

A global IT services company is searching for a Service Desk Agent / 1st/2nd Line Support Engineer to join their team in Dublin on a rolling contract basis.

Candidates should have excellent customer service skills and a good background in IT.

This role will operate on a shift pattern between the hours of 8.00am - 6.00pm, Monday to Friday.

Role:

• 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

Skills and Experience Required:

• 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 MS Office 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

To apply, please send your CV to leanne.summers@projectpeople.com

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