Service Desk Administrator/ Resource Controller This is an exciting opportunity within an ICT services company for a dynamic Service Desk Administrator/ Resource Controller The Role: Reporting to the Service Delivery Manager and CTO, the role will require the candidate to proactively support our existing / new customer base in addition to support the Service Delivery Manager ,CTO and Engineer team. Service desk administrator/ Resource Controller implements all office polices of Evad Technology Group. Their responsibilities range from contract management, resource controlling, quoting to ordering a range of equipment. They must run the service desk smoothly overseeing various administrative functions. They work full time in Evad Technology Group head office in Dublin Monday- Friday 8.45am-5.30pm. A service desk administrator / Resource Controller performs duties while adhering to the organisations values and principles. Immediate start Duties and Responsibilities: Your responsibilities will consist of but are not limited to the following. Answering telephones & replying to emails. Check all engineers on your team are in and assigned to their sites. Reassign tickets from que if engineer is out sick or on annual leave. Answering calls coming into the desk phone. This includes logging up new tickets, following up on existing ones, transferring calls to specific engineers or staff. Also, answering any customer queries regarding logging tickets or getting support Monitor all customer ques. Follow on SLAS especially P1S. All P1S require a call to the customer as soon as the call is logged. Focus on scheduling. What engineers we have for the NOC the following day and what engineers are out for installs. Engineers should be informed of what ticket they have, parts they need and site they are assigned to the next morning. Check engineers tickets daily, any issues example information input or logging times etc they must be addressed and resolved that day. Schedule daily calls with off-site engineers to see what he is working on for the day ahead and if tickets are filled on correctly. Inputting orders from customers and dealing with queries. Make sure delivery dockets are signed when engineers bring out equipment. Open deliveries when received from delivery companies before signing to make sure they are correct. Ensure that the customer is well informed as to the status of the repair or resolution. Ability to multi-task and resolve a high volume of customer issues from repairs to sales. Respond to customer complaints and comments. Dealing with engineers and sales staff on any queries on sales quotes and orders. Ensure standards for quality, customer service is met. Keep up to date all other administrative tasks. Ensuring effective internal communication within the Engineers, Sales, Marketing team and Customer Support and across the country. Multi-tasking and resolving high volume of customer issues. Managing stock levels and making key decisions about stock control. Managing specific company services, brands as required. Contract Management Any other administrator tasks requested by MD. Responsibility for the daily updating of Kaseya CRM & HP MPS Sales software. Ensuring prompt responses to customer queries. Liaising with suppliers and building on current relationships. Ad hoc reporting when requested. Working to month end deadlines. The role requires data entry / data management role of a specific administrative system used to issue and manage specific customers quotes. Data entry onto the system. Experience & Requirements: Third level qualification or relevant experience in a similar role. Excellent organisational, communication and time management skills. Excellent engagement skills with people Proficient in Microsoft office (Word, Excel, PowerPoint and Outlook). Previous office or operations administration experience would be advantageous. Strong analytical and problem-solving skills. Experience developing reports and dashboards. Strong team player with a clear focus on stakeholder engagement. Track record of taking a systematic approach to achieving deliverables. The successful candidate will have a technical understanding of our portfolio to be able to tailor solutions to customer requirements. They must be a self-learner with the ability to understand market needs and translate these market needs to market propositions. They should stay abreast of the latest customer and market developments and contributes to the functional strategy by applying this within the organisation. If you are interested in this position, please send you cv by clicking Apply below.