Service Desk Dispatcher & Customer Support

Securitas Technology Ireland; Dublin; Presencial; EUR 32 000 - 40 000; Tempo integral

Resumo da oferta

Securitas Technology Ireland is seeking a customer-focused Call Handler to join our Ballymount Service Desk. You will manage incoming service requests, coordinate engineers, and keep customers informed to ensure SLAs are met.

The role requires excellent communication, organisation, and problem-solving skills, with teamwork across field engineers, sales, and internal departments to resolve issues promptly.

Qualificações

• Previous experience in a customer service or service desk environment.
• Strong verbal and written communication skills.
• Excellent organisational skills with the ability to manage multiple priorities.
• Experience using computer systems and service desk or ticketing platforms.
• High attention to detail and a structured approach to work.
• Ability to work independently as well as part of a wider team.
• Experience within the electronic security industry or a similar technical service environment is desirable.

Responsabilidades

• Answer incoming service calls and respond to customer service emails in a professional and timely manner.
• Log and manage service requests accurately within the service desk system.
• Prioritise service calls in line with urgency, customer requirements, and SLAs.
• Coordinate and dispatch field engineers for reactive service visits.
• Schedule planned maintenance visits and manage engineer diaries.
• Monitor service queues and ensure requests progress within target response times.
• Provide customers with regular updates on service requests and engineer attendance.
• Escalate complex issues when required and work collaboratively with internal teams to achieve prompt resolution.

Conhecimentos

Customer service

Verbal communication

Written communication

Organisational skills

Ticketing systems

Problem solving

Team collaboration

Attention to detail

Independent work

Ferramentas

Service desk software

Ticketing platform

Microsoft Excel

Microsoft Teams

Descrição da oferta de emprego

Securitas Technology Ireland is seeking a customer-focused Call Handler to join our Ballymount Service Desk. You will manage incoming service requests, coordinate engineers, and keep customers informed to ensure SLAs are met.

The role requires excellent communication, organisation, and problem-solving skills, with teamwork across field engineers, sales, and internal departments to resolve issues promptly.