Job Title: Service desk Co-ordinator / Call Desk Co-ordinator Location: Baldonnell Business Park, Dublin 22 Contract Type: Full-Time, Office-Based Maternity Cover Role Overview The Service Controller / Call Desk Co-ordinator will act as the primary point of contact for customers, managing inbound and outbound communications while supporting the smooth operation of our Service Desk.Find out more about this role by reading the information below, then apply to be considered.This role requires strong communication skills, excellent organisation, and a customer-focused mindset.Key Responsibilities Handle all incoming customer enquiries promptly and professionally Manage customer queries on a daily basis, maintaining clear, positive, and effective communication Work as part of a team of three Area Controllers to ensure the efficient operation of the Service Desk Log and manage a high volume of service calls via telephone and email, allocating them to field technicians and remote technical support teams Take responsibility for a designated group of field technicians, liaising with them daily to monitor workloads and ensure efficient call allocation Ensure service calls are attended to and resolved within agreed Service Level Agreements (SLAs) Collaborate closely with fellow Area Controllers, field technicians, technical support teams, customers, and internal departments Carry out any additional reasonable duties or ad hoc tasks as required Key Skills and Competencies Previous experience in a fast-paced, customer-focused role Excellent telephone manner and strong verbal and written communication skills Strong problem-solving ability with a solutions-focused approach Proven ability to multitask, manage time effectively, and prioritise workload Ability to work independently as well as part of a team Good geographical knowledge (desirable) High attention to detail with a strong level of accuracy Strong organisational and time management skills, with the ability to manage fluctuating workloads Proficiency in Microsoft Office applications, including Outlook, Word, and Excel Must drive as public transport not accessible to the office location.
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