FOCUSPHERE LTD t/a HCS BUSINESS SOLUTIONS
Ref: #WPEP-2414302
4B Cleaboy Business Park, Old Kilmeaden Road, Waterford, Co. Waterford, X91 E9NT
Job Description
This Work Placement Experience Programme provides participants with an opportunity to gain meaningful work experience, learning and training while on the programme. It is for jobseekers who are in receipt of qualifying social welfare payments and those transferring from a social welfare scheme or an ETB Training Allowance. Eligibility will be verified by the Department as part of the application process.
As part of the call management process, the participant will learn to log calls in the IT Service Management system and provide support to the Company’s support contract customers. Responsibilities include:
* Handling calls in the call management process – record, diagnose, track and close calls to the helpdesk.
* Logging calls in the PSA systems by capturing all relevant information & requests relative to symptoms, priority and contacts.
* Call escalation handling and routing calls to the next level of support according to procedures.
* Dealing with end customers through providing status calls and updates on progress at regular intervals.
* Working within agreed target resolution times (SLAs) to resolve calls depending on priority and customer SLA.
* Providing user support to customers via phone, email and web.
* Managing workload and ensuring all assigned calls are up-to-date and accurate.
Role Description
This is a training and work experience opportunity; no prior experience in this role is necessary. Accredited and/or sector recognised training will be provided to support participation. Participants are eligible to participate in the WPEP QQI Work Experience Module, developed by the Education & Training Boards in collaboration with the Department of Social Protection. The training includes:
* Teamviewer remote diagnostic tools.
* Company telephone system training.
* ISO9001 training and induction.
* GDPR and Information Security training.
* Process‑related courses under ISO9001 and ISO 27001.
* Informal training in N-ABLE Remote monitoring Management system, Fortinet courses and NSE1, (2) and 3 exams.
Upon completion, the participant will be ready to deliver Level 1 technical support and may take up employment in a service desk environment.
Career Level
* Not Required
Candidate Requirements
* Minimum Experience Required: 0 years
For additional information, please contact Finn Grant, fgrant@hcs.ie, Director, Focusphere Ltd t/a HCS Business Solutions.
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