Service Desk Administrator/ Resource Controller

Service Desk Administrator/ Resource Controller

Join to apply for the Service Desk Administrator/ Resource Controller role at EVAD Technology Group.

This is an exciting opportunity within an ICT services company for a dynamic Service Desk Administrator/ Resource Controller. The role reports to the Service Delivery Manager and CTO and requires proactively supporting our existing and new customer base, in addition to supporting the Service Delivery Manager, CTO and Engineer team. The Service Desk Administrator/ Resource Controller implements all office policies of EVAD Technology Group. Responsibilities range from contract management, resource controlling, quoting to ordering equipment. They must run the service desk smoothly, overseeing various administrative functions. The position is full-time at EVAD Technology Group head office in Dublin, Monday to Friday 8:45am – 5:30pm. The role works in line with the organisation values and principles.

Immediate start

Duties And Responsibilities

• Answering telephones and replying to emails.
• Check all engineers on your team are in and assigned to their sites.
• Reassign tickets from queue if an engineer is out sick or on annual leave.
• Answering calls coming into the desk phone, logging new tickets, following up on existing ones, transferring calls to specific engineers or staff, and addressing customer queries regarding logging tickets or getting support.
• Monitor all customer queues.
• Adhere to SLAs, especially P1s, with prompt customer calls when a P1 is logged.
• Focus on scheduling: determine which engineers are available for the next day and inform them of tickets, parts needed, and sites assigned.
• Check engineers' tickets daily; address and resolve any issues the same day.
• Schedule daily calls with off-site engineers to review daily work and ticket status.
• Input orders from customers and deal with queries.
• Ensure delivery dockets are signed when engineers bring out equipment.
• Open deliveries when received to verify accuracy before signing.
• Keep customers well informed on the status of repairs or resolutions.
• Multi-task and resolve a high volume of customer issues from repairs to sales.
• Respond to customer complaints and comments.
• Coordinate with engineers and sales staff on queries regarding quotes and orders.
• Maintain standards for quality and customer service.
• Keep all administrative tasks up to date.
• Ensure effective internal communication within Engineers, Sales, Marketing, Customer Support, and across the country.
• Manage stock levels and make key stock control decisions.
• Manage specific company services and brands as required.
• Contract management.
• Perform other administrative tasks as requested by the Managing Director.
• Daily updating of Kaseya CRM and HP MPS Sales software.
• Ensure prompt responses to customer queries and liaise with suppliers to build relationships.
• Ad hoc reporting when requested and working to month-end deadlines.
• Data entry and data management for administrative systems used to issue and manage customer quotes.

Experience & Requirements

• Third level qualification or relevant experience in a similar role.
• Excellent organisational, communication and time management skills.
• Excellent engagement skills with people.
• Proficient in Microsoft Office (Word, Excel, PowerPoint and Outlook).
• Previous office or operations administration experience would be advantageous.
• Strong analytical and problem-solving skills.
• Experience developing reports and dashboards.
• Strong team player with a clear focus on stakeholder engagement.
• Track record of taking a systematic approach to achieving deliverables.
• Technical understanding of our portfolio to tailor solutions to customer requirements.
• Self-learner with the ability to understand market needs and translate these into market propositions.
• Ability to stay abreast of latest customer and market developments and contribute to the functional strategy.

If you are interested in this position, please send your CV by clicking Apply below.

Seniority level

• Entry level

Employment type

• Contract

Job function

• Other

Industries

• IT System Operations and Maintenance

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