Hybrid IT Service Desk Administrator

Hollybank Trustees Ltd; Leinster; Hybrid; EUR 38,000 - 46,000; Full time

Benefits offered by this job

Health Insurance Contribution

Pension (company matched up to 5%)

Cycle to Work

Discounted Broadband

Income Protection

Death in Service

Maternity/Paternity Benefit

Job summary

Viatel Technology Group in Dublin, Ireland, is seeking a proactive Contact Centre Administrator to support our managed services IT helpdesk. You will log, triage, and escalate service tickets, ensuring SLA adherence and smooth internal communications.

With 2–3 years in a fast-paced service desk, you’ll collaborate across technical and non-technical teams, maintain documentation, and contribute to PSA administration and reporting. A strong ITIL background is valued.

Qualifications

• 2-3 years’ experience in a fast-paced service desk/call centre environment.
• Able to handle a high volume of calls with professionalism.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration across technical and non-technical teams.
• ITIL certification or equivalent experience.
• Knowledge of data analytics and reporting.

Responsibilities

• Ensure calls are logged accurately and efficiently, recording contact and issue information with attention to detail.
• Triage, prioritise, and assign service tickets to appropriate technicians based on urgency and skill level.
• Identify recurring issues and proactively escalated them to the Technical Team Leaders and Service Desk Manager for resolution.
• Manage customer and internal queries regarding the Service Desk, providing timely and professional responses, and escalating when required.
• Ensure compliance with Change Management processes for clients, including handling requests such as New Starter, Leaver, Change Request, and Access Requests.
• Monitor ticket progress closely, ensuring timely resolution of issues within defined service level agreements (SLAs).
• Capture chargeable work accurately and invoice following the Service Desk Manager’s approval.
• Assist in creating and updating documentation for internal processes.
• Manage stock effectively by planning, monitoring, and maintaining agreed stock levels for gold clients.
• PSA Administration & Reporting.
• Coordinate the scheduling of callouts and preventative maintenance.
• Other duties as required.

Skills

ITIL Certified

High call volume

Analytical thinking

Communication & collaboration

Data analytics & reporting

Organisational skills

Attention to detail

Self-motivated

Problem solving

Job description

Viatel Technology Group in Dublin, Ireland, is seeking a proactive Contact Centre Administrator to support our managed services IT helpdesk. You will log, triage, and escalate service tickets, ensuring SLA adherence and smooth internal communications.

With 2–3 years in a fast-paced service desk, you’ll collaborate across technical and non-technical teams, maintain documentation, and contribute to PSA administration and reporting. A strong ITIL background is valued.