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

Job Title: Service Desk Agent (1st / 2nd Line Support Engineer)
Contract Type: Contract
Location: Dublin, Republic of Ireland
Salary: Daily Rate
Start Date: ASAP
Duration: 6 months +
REF: FJS/LS/Dub/ServDesk_1537955848
Contact Name: Leanne Summers
Contact Email:
Job Published: 9 months ago

Job Description

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.


  • 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

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