OverviewThe 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.ResponsibilitiesA 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 FactorsThe role is based in our Naas OfficeFull clean driver’s licence and willingness to travelStrong customer service and communication skillsEffective problem-solving and time management abilitiesHigh attention to detail and documentation skillsAdaptability and commitment to continuous learningTeam collaboration and customer-focused mindsetSeniority levelEntry levelEmployment typeFull-timeJob functionEngineering and Information TechnologyIndustriesIT Services and IT Consulting
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