Service Desk Administrator

Retail-FCL; Dublin; On-site; EUR 25,000 - 30,000; Full time

Benefits offered by this job

Company pension

Employee discount

On-site parking

Private dental insurance

Private medical insurance

Job summary

Retail-FCL in Dublin is seeking a Service Desk Administrator to monitor and manage the ATM network, provide timely reporting, and maintain professional interactions with clients.

The role is full-time, based on site in Dublin, with standard hours Mon-Fri 9am-5.30pm and occasional weekend cover. Experience in customer service is preferred.

Qualifications

• Customer Service: 1 year (preferred)
• On-site role based in Dublin
• Strong communication and professional client interaction

Responsibilities

• Accurate analysis and submission of client settlement reports.
• Ensure the balance and replenishment reports for each client are complete.
• Provide regular and accurate updates to clients via email and telephone regarding ATM status.
• Proactively monitor ATMs and routers and escalate issues as needed.
• Coordinate with engineers and suppliers to resolve incidents promptly.
• Handle client queries and ensure issues are driven to resolution.

Skills

Customer service

Job description

Service Desk Administrator

Retail-FCL

We specialise in retail banking and particularly optimisation of ATM networks and their associated systems.

Our mission is to apply our extensive knowledge combined with latest technology such as Robotic

Process Automation, AI and Machine Learning to deliver benefit to our customers.

We manage transactions at automated devices, be that cash dispensers, deposit solutions or recycling ATMs, we see these devices morphing into kiosks as other transactions replace cash.

Without any affiliations to other organisations we are able to bring a clear, independent and original thinking analysis to projects.

The purpose of the role is to ensure the monitor and manage the smooth running of the ATM network. Provide efficient and accurate reporting. To maintain high levels of professionalism to our Customers and Clients.

Working Hours Monday – Friday, 9am – 5.30pm. Occasional Weekend cover.

Key accountabilities

Reporting

• Accurate analysis and submission of client settlement reports.
• Ensure the accurate completion of the balance and replenishment reports for each client.
• Ensure all monthly client reports are completed to the required standard and are submitted before their deadline.

ATM Updates

• Provide regular and accurate updates to clients via email and telephone in relation to ATM status and activity.

ATM Monitoring

• Proactively monitor all client ATMs using the necessary monitoring applications and react to any issues that may arise.
• Proactively monitor all client’s routers and react should any issues arise.
• All faults that are unable to be resolved remotely should be brought to the attention of the manager/supervisor.

Invoicing

• Complete and check supplier invoicing, with any issues raised to the client or the supplier.

Engineers and Suppliers

• All engineering calls are to be raised promptly and efficiently and pro-actively managed to the point of resolution in line with the agreed SLA, and through escalation if required.
• Liaise with all client’s suppliers in a clear and concise manner.

Client / Customer Queries

• Receive and respond to incoming client queries and drive these issues to the point of resolution.
• Receive incoming telephone calls from customers in a positive and professional manner.
• Ensure that all customer queries are dealt with fairly and all responses are clear and accurate.

Escalations

• When issues are not resolved, follow the escalation process at all times.

ATM Installations

• Co-ordinate with the technical department regarding new ATM installs & ATM removals.
• Ensure all new ATMs are added to the relevant insurance document & any ATMs that are being de-commissioned are removed.

Disputes

• Ensure all card scheme disputes are dealt with promptly and with precise care.

Databases

• Keep all records & databases up to date with any amendments.

Other Responsibilities

• Completion of bespoke reports/tasks as requested by either a client or Management.
• Full and interactive participation for all weekly helpdesk training activities.
• Daily updating of the ‘Replenishments Due’ document to check replenishment status and that it has been completed successfully.

Job Type: Full-time

Pay: From €27,592.50 per year

Benefits:

• Company pension
• Employee discount
• On-site parking
• Private dental insurance
• Private medical insurance

Ability to commute/relocate:

• Dublin, County Dublin: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Service: 1 year (preferred)

Work Location: In person