Service Desk Admin & SLA Champion

Viatel Technology Group; Dublin; On-site; EUR 32,000 - 42,000; Full time

Job summary

Viatel Technology Group is seeking a Contact Centre Administrator to support our active IT service desk for managed services clients in Ireland. You will log calls, triage tickets, monitor SLAs, and work with technical teams to resolve issues promptly, while maintaining accurate documentation and stock levels.

Ideal candidates have 2-3 years in a fast-paced service desk, ITIL familiarity, and strong communication and analytical skills.

Qualifications

• 2-3 years’ experience in a fast-paced service desk/call centre environment.
• Ability to handle high volume of calls.
• Excellent analytical / problem solving skills.
• Effective communication and collaboration across technical and non-technical teams.
• ITIL Certified – or relevant experience.
• Knowledge of data analytics and reporting.
• Self-motivated and enthusiastic.
• Good organisational skills and strong attention to detail.

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 escalate 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.
• Coordinate the scheduling of callouts and preventative maintenance.
• Other duties as required.

Skills

Service desk experience

Analytical skills

Communication skills

Team collaboration

Self-motivated

Education

ITIL Certification

Job description

Viatel Technology Group is seeking a Contact Centre Administrator to support our active IT service desk for managed services clients in Ireland. You will log calls, triage tickets, monitor SLAs, and work with technical teams to resolve issues promptly, while maintaining accurate documentation and stock levels.

Ideal candidates have 2-3 years in a fast-paced service desk, ITIL familiarity, and strong communication and analytical skills.