Helpdesk Technician L1

HireHive; Ennis; On-site; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Educational Assistance Programme

Life Assurance

23 Days Annual Leave

Industry certification opportunities

On-site parking

Well Being Support Programme

Company events

Job summary

Tierney’s is seeking a Helpdesk Technician L1 for an on-site role in Ennis, with potential hybrid working after six months. The successful candidate will work with the Helpdesk & IT Support team to deliver high levels of customer support, log calls in CRM, triage tickets, and provide remote assistance as needed.

We welcome graduates in IT or those with relevant certifications such as CompTIA, strong communication skills, and a positive, flexible attitude.

Qualifications

• Graduate caliber in IT or IT certification (e.g. CompTIA) and a genuine interest in IT.
• Excellent communication and interpersonal skills are essential.
• A flexible and positive attitude to work; MS qualifications are an advantage with provided training.

Responsibilities

• Answer inbound calls and log service requests in the CRM system.
• Provide high level customer support to clients and liaise with engineers.
• Triaging tickets and assigning priorities; follow up on calls promptly.
• Provide remote support where necessary and maintain up-to-date documentation.

Skills

Excellent communication

Interpersonal skills

Genuine interest in IT

Positive attitude to work

Education

Graduate caliber in IT or IT certification (e.g. CompTIA)

Job description

Helpdesk Technician L1

Tierney’s provide a trusted and reputable range of IT Solutions, Support and Consultancy Services to the International Hotel, Restaurant and Leisure Industry across the UK and Ireland. Our commitment within the Hospitality Sector brings cutting edge solutions to our customers from leading partners around the globe enabling our clients to gain the maximum from their IT investment helping them achieve their specific needs.

We are currently recruiting for a full time experienced Helpdesk Technician for our fast-growing customerservices division. This role may span one or more areas of expertise; this willdepend on the candidate’s ability to learn and absorb complex technologies.

This is an on- site position based in our offices in Ennis with an option of hybrid working after a six-month period.

Successful candidate’s duties will include:

• Workingclosely with our dedicated Helpdesk & IT Support team to deliver a high level of customer support to our clients.

• Answering inbound helpdesk phone calls.

• Logging service calls into the CRM system and liaising with customers and teammembers to log support issues effectively & efficiently.

• Triaging tickets, processing the information and assigning priorities.

• Following up on customer calls in a timely manner.

• Resolving general customer issues e.g. new user set ups, password rests, email amendments, access requests and other ad hoc.

• Providing remote support where necessary.

• Liaising with engineers/technicians and customers as well as third party providers in resolving tickets.

• Keeping databases and documentation up to date at all times.

• Providing exemplary customer service.

• Keeping informed of any changes in relation to the Service desk e.g new customer, work practices , systems.

• Encourage best practices and compliance in relation to ISO27001.

• Maintain company and client security and confidentiality at all times.

• Actively participate in on- going training and development

• Any other ad hoc administrative duties that may arise from time to time.

Desired candidate’s skills and experience:

• Graduate caliber in IT desirable or certification in relevant industry field such as CompTIA

• Genuine interest in the IT field and developing a career within the industry.

• Excellent communication and interpersonal skills

• A flexible and positive attitude to work

• MS qualification would be an advantage, but not essential as ongoing training will be provided.

What benefits will you get in return from the Company?

• Competitive salary

• Educational Assistance Programme

• Life Assurance

• 23 Days Annual Leave

• Opportunity to gain recognised industry certification

• EAP/ Well Being Support Programme

• Company events

• On- site parking

• Opportunity to work with a fantastic team!