Remote IT Service Desk Agent — Fast-Paced Support

ICT Services; Dundrum; On-site; EUR 30,000 - 38,000; Full time

Job summary

ICT Services is seeking a Service Desk Agent to provide remote IT support to end users by phone, email and chat. You will troubleshoot hardware and software issues, handle hardware/software requests, and escalate major incidents to stakeholders.

Ideal candidates have 6+ months in an IT contact centre or customer service role, solid Windows 10/11 knowledge, ITIL awareness, and strong English communication. A proactive problem-solver who is organised and eager to grow within the business is

Qualifications

• 6+ months in an IT contact centre or customer service role, or in a target-driven environment working to SLAs.
• Solid working knowledge of Windows 10 and 11.
• Awareness of ITIL principles and processes.
• Fluent English with the ability to build rapport quickly with customers and colleagues.
• A sharp problem-solver who adapts quickly when things change.
• Self-motivated, organised and keen to grow within the business.

Responsibilities

• Providing remote IT support to end users by phone, email and chat
• Troubleshooting and fixing hardware and software issues
• Handling and authorising key hardware and software requests
• Identifying major incidents and escalating them to key stakeholders
• Maintaining standard builds for company systems
• Creating and updating technical and resolution documentation
• Reporting to the Service Desk Lead

Skills

IT support

Windows 10/11

ITIL awareness

English fluency

Problem solving

Organisational skills

Education

MD-100 / MS-900 / CompTIA A+ certifications

Job description

ICT Services is seeking a Service Desk Agent to provide remote IT support to end users by phone, email and chat. You will troubleshoot hardware and software issues, handle hardware/software requests, and escalate major incidents to stakeholders.

Ideal candidates have 6+ months in an IT contact centre or customer service role, solid Windows 10/11 knowledge, ITIL awareness, and strong English communication. A proactive problem-solver who is organised and eager to grow within the business is