Overview
Sun Life, Waterford, County Waterford, Ireland
Join to apply for the Bilingual Service Desk Agent - FTC role at Sun Life.
You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. Every day, you’ll have new and exciting opportunities to make life brighter for our clients — who are at the heart of everything we do.
Posting date information: 4 days ago; Be among the first 25 applicants.
Job details
Job Title: Bilingual Service Desk Agent - 12 month fixed term contract
Reporting To: Service Desk Operations Manager
Vision/Mission: Sun Life is a global Financial Services company. On our award-winning Service Desk in Waterford our clients are Sun Life employees working around the globe as well as Sun Life’s growing client base in North America. We’re looking for people who care deeply about providing exceptional Customer Service to join us.
Core competencies / qualities
* Do you like the idea of working as part of a diverse, inclusive and welcoming team?
* Do you feel confident speaking on the phone?
* Would you like to build and develop lasting relationships with clients?
* Do you like figuring things out? Do you enjoy solving puzzles?
* Are you the one others come to when they need help with their phone or computer?
What we do
Here on the Sun Life Service Desk we enable our clients to get on with their working day by helping fix their IT problems, from password resets, setting up software on laptops and mobile devices, to more perplexing IT issues.
Job role & objectives
Once you start at Sun Life the training given will build the confidence you need to take calls. We don’t expect you to know everything from day one. Thanks to a gradual process of structured training, guidance and coaching for the first 6 weeks, and beyond, you’ll get there. You will be taught what you need to know from a technical side and as your confidence grows you will take calls by yourself, safe in the knowledge that there is a support network around you, in the office and online. By empowering you, you can empower our clients with a seamless service from start to finish. Having a background in IT may mean you will be more familiar with the issues and technical terms used on the desk but the coaching is there for every successful applicant whether or not they have ever taken any formal IT courses.
Responsibilities
* You will be the first line of support for Sun Life employees’ technical issues around the world. You will work as part of an IT support team, proactively coming up with solutions.
* Your goal is to facilitate getting the client back to work as soon as possible.
* On a call, you’ll listen carefully and ask the right questions to determine the needed resolution.
* You can search the Knowledge Base (KB) by typing in keywords.
* You can ask colleagues for help, in person or in online real-time group chats, for general questions and more specialized teams.
* Coaches are available for help and guidance.
* You may take the call, but you always have a support team around you to ensure you get the client to the best resolution.
* After each call, you will log the details to help us track and learn from the calls to improve our client experiences.
* When you can’t fix it yourself, you may need to forward the issue to a specialized team, keeping your client informed of next steps.
* You will help maintain and improve the Knowledge Base by sharing experiences from each call.
* You will have opportunities to gain insights into other lines of business within the Service Desk by accommodating overflow support during busy/after-hour periods.
Benefits: Our employees are offered a considerable benefits package, including private health insurance, a pension scheme, and access to the Sports & Social club with events most months. The program also includes pizza, discounted tickets for local and national amenities, and activities like indoor soccer, inter-firms tennis or tag rugby.
We focus on investing in all our employees and celebrate the progression of women through programmes and partnerships within Sun Life.
Working for Sun Life means being part of a company that gives back to the local community through fundraising, laptops for schools, sponsorships, and more.
Let’s not forget the positives of Waterford — a city with coastline and a new Greenway, offering a relaxed lifestyle with a lower cost of living compared with larger cities.
Benefits
* 22 Days Annual Leave (increasing to 25 with length of service)
* Maternity, Paternity and Parental Leave
* €275 Fitness Reimbursement for gym membership annually
* Annual Bonus plan based on Company and Individual Performance
* 100% Private Health Insurance cover for employees and 50% for family members from date of hire
* Study Assistance Programme including Masters Programme
* S&S Club, Wellness Programme, GP Scheme, Flu Vaccines, Eye Care Scheme and discounted events/classes
* Defined Contribution Pension Scheme
Job Category: IT - Technology Services
Posting End Date: 07/11/2025
Job metadata
* Seniority level: Not Applicable
* Employment type: Full-time
* Job function: Other
* Industries: Financial Services and Insurance
Referrals increase your chances of interviewing at Sun Life by 2x
#J-18808-Ljbffr