Administration Specialist- IT

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Our client, a successful IT Network Support company based in Plassey, Limerick, are seeking a self-driven and highly motivated Administration Specialist-IT, with exceptional communication skills, to join their dynamic team.

This Administration Specialist will play a critical role in dispatch and ticket management within the team, and will possess energy, willingness to learn, customer service experience, and an assertive, proactive attitude to contribute effectively to the team and company's goals.

The Role:

As Administration Specialist your primary role will be working in dispatch using the CRM System, and dispatch duties are crucial for ensuring smooth operations and timely responses to customer needs. This role involves coordinating the technical support team, managing customer interactions, and maintaining service level agreements (SLAs). The ideal candidate acts as the first point of contact for inbound calls and tickets, records new tickets, triages tickets.

Responsibilities to include:

·Answer inbound calls and tickets, record new tickets, or answer queries on existing tickets

·Triage tickets to engineer queues

·Liaise with Operations Manager, Service Desk Supervisor and technical team

·Communicate information to customers

·Track, monitor and control SLAs

·Track and monitor call volumes and work with tech lead to ensure correct priorities and escalation if required

·Co-ordinate, update and maintain customer records via company system

·Ensure the upkeep of own diary and time management

·Offer administrative assistant with the day-to-day schedule and running of the business by,

·assisting with deliveries/couriers and stock as required

·Administration support in areas of sales, purchasing and accounts

·Assisting with improving all company process and procedures

·Maintain all electronic and manual filing assigned

·Organise office supplies and equipment, company vehicles maintenance bookings, stationery, canteen supplies, company clothing and PPE

·Assist with planning and organising schedules of management and other team members

·Organise Travel Arrangements – Managing hotel bookings for key members of staff and engineers

·Assist with company Health & Safety awareness requirements at the office

·Work with management to deliver all projects in line with the organisational strategy

·Technical knowledge an advantage but not essential in this position, in house training will be provided on ticketing system and knowledge required. Full understanding of Customer Contracts, Agreements, Engineer Work Types and SLAs will be provided during training.

Skills & Experience that we need:

·Business Degree, HETAC qualification, or relevant Customer Service or Administrative experience

·Minimum of 1 to 2 years' experience working in a busy office or work environment

·Language skills – must be fluent in English, both verbal and written

·Excellent telephone manner and a confident communicator

·Proficient in ability to use CRM packages and other equivalent administrative applications.

·Excellent planning and organisational skills with attention to detail

·Ambitious, energetic, and motivated individual who can remain calm under pressure

·Possess the ability to work with multiple departments and the ability to work independently and using own initiative

·Proficiency in Microsoft Office Suite

·Be trustworthy and conduct the role with integrity and confidentiality

·Previous knowledge in an IT company an advantage but not essential

·Technical knowledge an advantage but not essential in this position, in house training will be provided on ticketing system and knowledge required. Full understanding of Customer Contracts, Agreements, Engineer Work Types and SLAs will be provided during training.

The Offer:

This is a permanent position with salary expected to be in the €27K - €30K range, depending on the candidate's experience and qualifications, with career progression opportunities.

This role is based fully onsite in Plassey Limerick and hours of work are Monday to Friday 9:00am to 5:30pm.

You will be working in an environment geared towards performance with a forward-thinking company that values the contribution of every individual. You will be offered an exciting, fast-paced working environment, a culture of teamwork and the opportunity to play a vital role in company growth.