Service Desk Administrator/ Resource Controller

5 days ago

Dublin, Dublin City, Ireland Evad Technology Group Full time
Overview

Service Desk Administrator/ Resource Controller role at EVAD Technology Group. This position is based at the head office in Dublin and reports to the Service Delivery Manager and CTO. The role supports our existing and new customer base and assists the Service Delivery Manager, CTO, and Engineering team. The responsibilities include contract management, resource controlling, quoting, and ordering equipment. The role requires ensuring the service desk runs smoothly and managing various administrative functions in a full-time, office-based capacity.

Immediate start is available.

Responsibilities
  • Answering telephones and replying to emails.
  • Ensure all engineers are on site and assigned to their tasks; reassign tickets when engineers are unavailable.
  • Log new tickets, follow up on existing ones, and answer customer queries regarding ticketing and support.
  • Monitor customer queues and follow service level agreements (SLAs), including Priority 1 incidents with prompt customer contact when logged.
  • Schedule engineers for the next day (NOC), inform them of ticket details, required parts, and site assignments.
  • Review engineers' tickets daily and address any data input or logging issues to resolution within the day.
  • Coordinate daily calls with off-site engineers to review plans and ticket status.
  • Input orders from customers and handle related queries; ensure delivery dockets are signed when equipment is issued.
  • Open deliveries upon receipt to verify accuracy; communicate status to customers and keep them informed of repairs or resolutions.
  • Multi-task to resolve a high volume of customer issues, including repairs and sales inquiries.
  • Respond to customer complaints and queries; liaise with engineers and sales staff regarding quotes and orders.
  • Maintain high standards of quality and customer service; keep administrative tasks up to date.
  • Ensure effective internal communication among Engineers, Sales, Marketing, Customer Support, and across the country.
  • Manage stock levels and make key decisions about stock control; oversee specific company services and brands as required.
  • Contract management and other tasks requested by the Managing Director.
  • Daily updating of Kaseya CRM and HP MPS Sales software; ensure prompt responses to customer queries.
  • Liaise with suppliers and build on current relationships; provide ad hoc reporting when requested.
  • Work to month-end deadlines; data entry and data management for the administrative system 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, Outlook).
  • Previous office or operations administration experience advantageous.
  • Strong analytical and problem-solving skills.
  • Experience developing reports and dashboards.
  • Strong teamwork with a focus on stakeholder engagement.
  • Track record of a systematic approach to delivering results.
  • Technical understanding of our portfolio to tailor solutions to customer requirements.
  • Self-learner with the ability to understand market needs and translate them into propositions.
  • Ability to stay informed of customer and market developments and contribute to the functional strategy.

If you are interested in this position, please apply below with your CV.


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