Hybrid IT Helpdesk Specialist

Wellington IT Group; Dublin; Hybrid; EUR 32,000 - 46,000; Full time

Benefits offered by this job

Hybrid working

36 days annual leave

Bonus scheme

Private healthcare

Pension scheme

Training & development

Flexible start/finish times

Job summary

Wellington IT Group is seeking an IT Helpdesk specialist to provide expert, client-focused technical support via phone, email, or web.

You will diagnose issues, document cases, and work with our implementation teams on client projects, with occasional on-site visits in Dublin or Belfast. The role emphasizes strong communication, problem-solving and service quality aligned to KPIs. Hybrid working model offered with training and career development opportunities.

Qualifications

• Experience in IT Helpdesk or Credit Union environment.
• Experience resolving requests on first contact when possible.
• Proven customer support experience or client service.
• Strong phone and active listening skills.
• Familiarity with CRM systems.
• Customer oriented and adaptable.
• Excellent written and verbal communication.
• Ability to multi-task and manage time.
• Familiarity with Microsoft Office.
• Experience diagnosing and solving problems.
• Right to work in Ireland and/or UK.
• Knowledge of Credit Union market.

Responsibilities

• Diagnose customer technical issues and perform preliminary research.
• Document and track queries in ticketing system to resolution.
• Identify trends and escalate to Helpdesk Manager.
• Communicate clearly and professionally with customers.
• Occasionally join implementation teams and visit client sites.
• Collaborate with Helpdesk Team Lead to meet KPIs and SLAs.
• Perform other duties as required by management.

Skills

IT Helpdesk

Customer Service

First Contact Resolution

Communication

CRM systems

SQL basics

Linux basics

Microsoft Office

Independent work permit Ireland/UK

Tools

Oracle Forms

Linux Command Line

Job description

Wellington IT Group is seeking an IT Helpdesk specialist to provide expert, client-focused technical support via phone, email, or web.

You will diagnose issues, document cases, and work with our implementation teams on client projects, with occasional on-site visits in Dublin or Belfast. The role emphasizes strong communication, problem-solving and service quality aligned to KPIs. Hybrid working model offered with training and career development opportunities.