This is a hybrid role, requiring the successful candidate to attend our Tralee office.
Role Description
SMBC is seeking a Call Centre Representative to join an energetic Global team in our Tralee office. The successful candidate will report to the Call Centre Lead in the Tralee office. The overall role is to provide high‑end quality customer service to our end‑users located in North America and EMEA, assisting them with their IT related issues and queries. The ideal candidate will be diligent, reliable, quick to learn and calm under pressure with a logical, methodical and accurate approach to troubleshooting issues and supporting the business. Ability to take direction as part of a team and confident to apply themselves individually in line with team ethos. Excellent observation skills, telephone skills and communication both verbal and written are vital. The individual will participate in the daily administrative details and will possess a process‑oriented mindset. This role requires effective communication skills and will liaise with all levels across the company. The role involves working as part of a team in a Multinational Financial Services Company. Current hours of support begin at 7am through until 10pm Monday – Friday, working 7.5 hours each day on a shift rotation basis which changes each week. Occasional, planned, Saturday weekend work. We are a global support team and are open for business as usual for other regions during our bank holiday dates.
General Duties and Responsibilities
Providing internal end user support through various channels (Phone, Teams, Service Now)
Taking IT related calls from end users
Managing a Self‑Service ticket queue
Logging & managing these tickets through to resolution
Supporting the Major Incident process
Primary IT Contacts for the business
Work with and support ad‑hoc IT initiatives / projects
Prepare and update Knowledge Articles as required
Supporting Application teams with their Projects, queries and issues
Supporting during build and test weekends during the year (Scheduled test weekends)
On Call Rotation (Weekend)
On Site Desktop Support
IT Asset Management
Working with teams on process improvement (lean) ideas and assisting with automation to reduce manual work
Essential Skills
Able to grasp new concepts quickly and efficiently
Willingness to learn
Highly self‑motivated and ability to work on own initiative as well as under direction
Excellent attention to detail and proven analytical and problem‑solving abilities
Experience working in a team‑oriented, collaborative environment
Experience in working in a fast‑paced environment, using multiple systems for their current role
Excellent written and oral communication skills including strong technical documentation expertise
Strong customer service orientation
Good interpersonal skills including empathy with users, active listening, patience and understanding
Ability to effectively prioritise and execute tasks in a high‑pressure environment
Role Objectives: Expertise
Demonstrate understanding of device reporting tools to aid in issue triage and identification. Display familiarity with the functionality of user applications to understand where issues may occur. Possess knowledge of end‑user hardware to be able to repair and replace faulty components. Show familiarity with the reporting tools and procedures for various back‑end systems to aid in the creation and running of periodic reviews.
Desirable Experience
Previous IT Helpdesk experience and/or call centre experience
Knowledge of ITIL service delivery best practices
Citrix/virtual environments
Windows 11
Service Now
An understanding of MS Office applications/O365
An understanding of Active Directory
Remote Support Tools
Troubleshooting Hardware issues
Knowledge of Apple Mac/iPad a plus
iPhone user support
Foreign language skills (French, German, Japanese) a plus
SMBC’s employees participate in a hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process.
SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.
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