IT Customer Service Advisor

This role is shift based, consisting of day and night shift on a 4 on 4 off basis. We are looking for a polite and professional customer service advisor, ideally with an interest in progressing their career in the IT sector although not essential. The ideal candidate will be friendly and approachable and have a desire to learn. The desk has a global reach for students taking online exams so the successful candidate will need to be able to use their initiative when dealing with difficult situations.

What you'll be responsible for:

• Answering incoming calls and online chats keeping within Company SLA's
• Logging and maintaining tickets off the back of calls and check while monitoring emailed tickets.
• Providing technical support for students suffering basic IT issues when taking their exam, training provided.
• Understand and deliver an accurate handover to oncoming shift workers.
• Manage multiple online chats and requests. A high level of multitasking ability is required.
• Guide candidates and invigilators through current processes in order to resolve their issues in a timely manner

Do you have experience in Microsoft Office?, * Experience with JIRA ticketing system

• Good understanding of Microsoft Office products and the use of them
• Previous technical IT experience
• Customer Service experience

Founded in 2016, Ekco has quickly become one of Europe's fastest-growing cloud solution providers and your trusted security-first Managed Service Provider. IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk - powered by local expertise, delivered at European scale. We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments. ️ In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world. Today, we're a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia-and we're continuing to grow. At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do: * On It: We take ownership, follow through, and get things done. * All In : We collaborate, support each other, and commit fully to shared goals. * Connected: We build trusted relationships with colleagues, clients, and partners. * Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level. If these values resonate with you, you'll feel right at home here., Why Ekco * ️ Microsoft's 2023 Rising Star Security Partner of the Year * First Irish Microsoft MSP to achieve all four Microsoft Security Specializations * Ranked 4th fastest-growing technology company in the Deloitte Fast50 Awards * A culture rooted in diversity, equality, inclusion & belonging * A commitment to internal mobility and career progression * Flexible, family-friendly working at the heart of our culture * Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.