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Service Desk Agent/1st line support

Job Title: Service Desk Agent/1st line support
Contract Type: Contract
Location: Swords, Dublin
Salary: Negotiable
Start Date: asap
Duration: 6 months
REF: PP/CK/serviceDesk_1626174764
Contact Name: Caroline Kennedy
Contact Email:
Job Published: 5 months ago

Job Description

Service Desk Support/1st Line

I have an exciting opportunity for Service Desk Agents to work for a telecommunications company based in Swords.

The Service Desk Agents, will 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 Accountabilities of the Service Desk Agents include

  • 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.
  • Process. 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.
  • Personal Development Takes ownership of own development and has a development plan in place.

The successful Service Desk Agent will have:

  • 1 + year experience working in a helpdesk/customer support role
  • Strong Communication skills

To apply for the Service Desk Agent role please send your CV to

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