Overview
The service desk is a pivotal function within our organisation, interacting with other service-management functions (e.g., Sales/Projects/Finance) to improve the overall service experience for users and clients. The service desk focuses on improving the efficiency and performance of the IT functionality of the client’s business, meeting service-level agreements (SLAs) and shaping how IT professionals deliver services to internal employees and customers.
Responsibilities
* A Frontline Engineer provides on-site and remote support across Ireland, resolving technical issues related to the Microsoft suite of products, Active Directory, Exchange, and end-user environments.
* Triaging support calls, maintaining precise ticket documentation, and ensuring timely customer communication.
* Monitoring systems, troubleshooting hardware/software, updating helpdesk documentation, and following internal IT and security best practices.
* On-call duties, liaising with vendors, modifying configurations, and escalating tickets appropriately.
* Ensure all calls are answered or returned promptly and actively contribute to improving the customer experience by sharing insights and resolving issues independently based on knowledge and experience.
Success Factors
* The role is based in our Naas Office
* Full clean driver’s licence and willingness to travel
* Strong customer service and communication skills
* Effective problem-solving and time management abilities
* High attention to detail and documentation skills
* Adaptability and commitment to continuous learning
* Team collaboration and customer-focused mindset
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Engineering and Information Technology
Industries
* IT Services and IT Consulting
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