Job Title: Customer Service Representative/ServiceDesk
Location:
Dublin, Ireland
Duration:
11 Months
Work Type:
Hybrid
Key Responsibilities:
* Log incidents and service requests on the IT Service Desk and maintain accurate records of software/hardware issues.
* Provide initial triage and technical support by resolving customer inquiries and problems in a timely and efficient manner via phone, email, or case.
* Escalate complex issues to internal or external support teams or Subject Matter Experts when necessary.
* Support end users by offering guidance and training on platform usage.
* Participate in global forums and knowledge-sharing sessions, including Transfer of Information (TOI) and other training programs.
* Assist peers with their cases and contribute to team collaboration.
* Perform User Acceptance Testing (UAT) and contribute feedback to improve service delivery.
* Identify gaps in self-service documentation and suggest improvements.
* Manage multiple support cases daily and ensure timely resolution.
* Provide support for store applications or additional tools as needed.
Required Skills and Experience:
* 2–4 years of experience in an IT support or helpdesk environment.
* Strong technical background with the ability to quickly learn new technologies.
* Proven experience in providing phone-based technical support with a focus on first-call resolution.
* Excellent written and verbal communication skills.
* Ability to communicate effectively at all organizational levels.
* Strong problem-solving skills and the ability to ask precise questions to diagnose issues.
* Comfortable handling difficult conversations with customers in a professional manner.
* Experience with IT Service Management tools is highly preferred.
* Basic understanding of ITIL processes and business operations.
* Experience with SaaS applications and troubleshooting cloud-based environments.