Call Handler

Securitas Technology Ireland; Dublin; On-site; EUR 32,000 - 40,000; Full time

Job summary

Securitas Technology Ireland is seeking a customer-focused Call Handler to join our Ballymount Service Desk. You will manage incoming service requests, coordinate engineers, and keep customers informed to ensure SLAs are met.

The role requires excellent communication, organisation, and problem-solving skills, with teamwork across field engineers, sales, and internal departments to resolve issues promptly.

Qualifications

• Previous experience in a customer service or service desk environment.
• Strong verbal and written communication skills.
• Excellent organisational skills with the ability to manage multiple priorities.
• Experience using computer systems and service desk or ticketing platforms.
• High attention to detail and a structured approach to work.
• Ability to work independently as well as part of a wider team.
• Experience within the electronic security industry or a similar technical service environment is desirable.

Responsibilities

• Answer incoming service calls and respond to customer service emails in a professional and timely manner.
• Log and manage service requests accurately within the service desk system.
• Prioritise service calls in line with urgency, customer requirements, and SLAs.
• Coordinate and dispatch field engineers for reactive service visits.
• Schedule planned maintenance visits and manage engineer diaries.
• Monitor service queues and ensure requests progress within target response times.
• Provide customers with regular updates on service requests and engineer attendance.
• Escalate complex issues when required and work collaboratively with internal teams to achieve prompt resolution.

Skills

Customer service

Verbal communication

Written communication

Organisational skills

Ticketing systems

Problem solving

Team collaboration

Attention to detail

Independent work

Tools

Service desk software

Ticketing platform

Microsoft Excel

Microsoft Teams

Job description

Securitas Technology Ireland | Ballymount, Dublin

Make a Difference in Customer Service and Security Support

Securitas Technology is looking for a customer-focused and organised Call Handler to join our Service Desk team in Ballymount. As the first point of contact for customers, you will play a key role in ensuring service requests are managed efficiently and that customers receive timely support for their electronic security systems.

Working closely with field engineers and internal teams, you will help deliver a seamless customer experience while supporting service performance and SLA commitments.

About the Role

As a Call Handler, you will be responsible for managing incoming service requests, coordinating engineer schedules, and keeping customers informed throughout the service process. This is a fast‑paced role that requires strong communication, organisation, and problem-solving skills.

You will work closely with customers, field engineers, sales teams, and other internal departments to ensure service issues are logged, prioritised, and resolved effectively.

Key Responsibilities

• Answer incoming service calls and respond to customer service emails in a professional and timely manner.
• Log and manage service requests accurately within the service desk system.
• Prioritise service calls in line with urgency, customer requirements, and service level agreements (SLAs).
• Coordinate and dispatch field engineers for reactive service visits.
• Schedule planned maintenance visits and manage engineer diaries.
• Monitor service queues and ensure requests progress within target response times.
• Provide customers with regular updates on service requests and engineer attendance.
• Escalate complex issues when required and work collaboratively with internal teams to achieve prompt resolution.

Skills & Experience

• Previous experience in a customer service or service desk environment.
• Strong verbal and written communication skills.
• Excellent organisational skills with the ability to manage multiple priorities.
• Experience using computer systems and service desk or ticketing platforms.
• High attention to detail and a structured approach to work.
• Ability to work independently as well as part of a wider team.
• Experience within the electronic security industry or a similar technical service environment is desirable.
• Familiarity with systems such as CCTV, intruder alarms, access control, CASH by Mentor, Microsoft Excel, and Microsoft Teams is advantageous.

What You Can Expect

At Securitas Technology, you'll join a diverse and inclusive organisation where every voice is valued. As part of a global team dedicated to helping make the world a safer place, you'll have access to career development opportunities, recognition for achievements, and a collaborative working environment that encourages innovation and continuous improvement.

Securitas Technology is committed to diversity and is proud to be an equal opportunity employer.

Be part of something bigger. Build your future with Securitas Technology.

Please note: All successful candidates will be required to undergo security vetting as part of our commitment to compliance and customer trust.