Service Desk Agent

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

Looking for your next step in IT support? ICT Services is hiring a Service Desk Agent to join one of our clients, a leading European provider of cybersecurity, cloud and digital transformation solutions with an ambitious global team.

At ICT Services, we deliver IT solutions to some of the biggest names in business across Ireland. This is a great chance to build your career in a fast-moving, enterprise environment.

What you'll be doing

• 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

What we're looking for

• 6+ months in an IT contact centre or customer service role, or in a target-driven environment working to SLAs
• Working knowledge of Windows 10 and 11
• Awareness of ITIL
• 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

Nice to have

• IT certifications such as MD-100, MS-900 or CompTIA A+ (no formal qualifications required)