IT Service Desk Technician

As a member of the IT Service Desk team, you will be responsible for providing operational first line IT technical support to customers by logging, troubleshooting and resolving incidents at the first point of contact when possible or passing incidents to an appropriate team member, initiating and/or implementing corrective action as needed to ensure that an excellent standard of service and a high level of customer satisfaction is maintained., * Providing a high level of customer service as the first point of contact for customers via telephone, email, and customer portal;

• Proactively deal with Customer queries by being knowledgeable about the Company systems, clarifying the customer's complaint, providing options, and delivering a resolution or follow up as requested;
• Carrying out basic incident resolution (first time fixes), by talking customers through a series of actions over the phone and/or remotely logging on to customers computers, to help resolve issues;
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults;
• Prioritise and manage many open cases at one time;
• Rapidly establish a good working relationship with customers and other departments;
• Receive and redirect enquiries from and/or contacts the Company's regional offices to resolve a variety of customer related issues;
• Maintain detailed call activity reports;
• Meet and exceed the Company's service standards;
• Works as part of a team to actively ensure the retention of the Company's customer base through the efficient delivery of all Service Level Agreements.

General:

• Work as a member of the Company team to resolve problems, facilitate solutions and enhance customer service offerings;
• Maintain a positive work atmosphere by communicating and collaborating with customers, suppliers, colleagues, and management

Do you have experience in Windows?, Do you have a GCSE?, This is an exciting opportunity within a very successful and well-established business, who provide the systems, support and information to facilitate the efficient running of Pharmacies throughout Ireland. Our client is seeking a highly motivated individual who has a passion for delivering exceptional customer service through a diverse team. The ideal candidate will be enthusiastic, focused, driven and a team player!, * Educated to GCSE Level/Equivalent (Grade C);

• The ideal candidate will have a high level of customer service experience & computer knowledge;
• Ability to work to project deadlines and clear objectives;
• Ability to use Microsoft applications at an intermediate level;
• Ability to work hard to maintain timely flow of customer requirements;
• 3 years in an MSP or fast-paced IT support environment (L2 scope);
• Strong troubleshooting across Windows 10/11, M365 (Exchange/SharePoint/Teams), d basic networking (TCP/IP, DNS, DHCP, VLANs);
• Experience with RMM platforms;
• Familiarity with backup and endpoint security/EDR;
• Solid documentation habits and customer communication skills.

Hours of Work: 38.75 per week working Monday to Friday from 8.45am to 5.30pm and on a rotational basis on Saturday from 9.00am to 1.00pm (potentially every 6 weeks)

Holidays: 30 days, inclusive of 10 customary / Bank holidays, up to 5 additional days with service., * Competitive salary & on-call/OT allowance.

• Training budget and paid time for certifications (Microsoft/CompTIA/Vendor specific).
• Pension, holidays, and well-being support.
• Company Health Policy

If you are looking for a new challenge and want to be part of an exciting and thriving business, please apply.

Job Types: Full-time, Permanent

Pay: Up to £25,000.00 per year