Service Desk Agent

Contract position

Dublin, Ireland (On site)

Great opportunity to work as Service Desk Agent for a high profile, well-loved brand within IT Service company, based out of Dublin, Ireland. We are looking for candidates having strong experience in service desk or desk side support.

Role Purpose:

• Provides technical support activities as part of service delivery provision and/or projects deployment, including installation, troubleshooting, problem resolution and maintenance.
• Responds to customer questions regarding operation and malfunctions.
• Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction May be mobile or based on site at a customer building or campus.
• Works with little supervision and has limited specialisation or ability to work on a wider range of systems.

Key Accountabilities:

• Having strong Technical capabilities - Carries out first level diagnosis, resolves problems on a small set of products, with limited support to meet the Service Level agreement
• Contributes to the definition of operational processes, (both internal and external) and dealing with customer escalated problems
• Manages systems within Service Level Agreements, proposing improvements and implementing changes to meet service level requirements. Monitors performance through statistical reporting and analysis.
• Establishes working relationships with the customer and relevant operational units, at the appropriate technical level, to understand the requirements of the customer's business in order to deliver and enhance the service.
• Understands the requirements of the customer's business, the scope of the contract and knows how issues impact the delivery of service.

" If interested and to know more about the role, please share your CV with me - (see below) "

Project People is acting as an Employment Business in relation to this vacancy.