Service Desk Agent – Dublin

ICT Services Ltd; Dublin; Híbrido; EUR 25.000 - 36.000; Jornada completa

Descripción de la vacante

ICT Services Ltd in Ireland is seeking 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. This is a great chance to build your IT career in a fast-moving, enterprise environment.

You’ll provide remote IT support to end users by phone, email and chat, troubleshoot hardware and software issues, and maintain standard builds.

Formación

• 6+ months in IT contact centre or customer service role or in a target-driven environment working to SLAs.
• Fluent English with the ability to build rapport quickly with customers and colleagues.
• Awareness of ITIL and IT service management concepts.

Responsabilidades

• Provide remote IT support to end users by phone, email and chat.
• Troubleshoot and fix hardware and software issues.
• Handle and authorise key hardware and software requests.
• Identify major incidents and escalate them to key stakeholders.
• Maintain standard builds for company systems.
• Create and update technical and resolution documentation.
• Report to the Service Desk Lead.

Conocimientos

Customer service

IT support

Problem solving

Communication

Rapport building

Herramientas

Windows 10/11

Descripción del empleo

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)