Service Desk Administrator/ Resource Controller

4 weeks 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.


#J-18808-Ljbffr

  • Service Desk Administrator/ Resource Controller

    4 weeks ago

    Dublin, Dublin City, Ireland EVAD Technology Group Full time

    Service Desk Administrator/ Resource ControllerJoin 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...

  • Service Desk Lead

    4 weeks ago

    Dublin, Dublin City, Ireland Quinn Downes Group Full time

    OverviewJoin to apply for theService Desk Leadrole atQuinn Downes GroupQuinn Downes Service & Maintenance (QDSM) is one of Ireland's leading companies specialising in the provision of complete Hard Services Maintenance & Facility Supports.Operating under the Quinn Downes Group (established in 1999), we are dedicated to delivering quality service and customer...

  • Service Desk Lead

    4 weeks ago

    Dublin, Dublin City, Ireland Quinn Downes Group Full time

    Join to apply for theService Desk Leadrole atQuinn Downes GroupQuinn Downes Service & Maintenance (QDSM) is one of Ireland's leading companies specialising in the provision of complete Hard Services Maintenance & Facility Supports.Operating under the Quinn Downes Group (established in 1999), we are dedicated to delivering quality service and customer support...

  • Service Desk Lead

    4 weeks ago

    Dublin, Dublin City, Ireland Quinn Downes Group Full time

    Join to apply for the Service Desk Lead role at Quinn Downes GroupQuinn Downes Service & Maintenance (QDSM) is one of Ireland's leading companies specialising in the provision of complete Hard Services Maintenance & Facility Supports. Operating under the Quinn Downes Group (established in 1999), we are dedicated to delivering quality service and customer...

  • Service Desk Lead

    4 weeks ago

    Dublin, Dublin City, Ireland Quinn Downes Group Full time

    OverviewJoin to apply for the Service Desk Lead role at Quinn Downes GroupQuinn Downes Service & Maintenance (QDSM) is one of Ireland's leading companies specialising in the provision of complete Hard Services Maintenance & Facility Supports. Operating under the Quinn Downes Group (established in 1999), we are dedicated to delivering quality service and...

  • Service Desk Analyst

    3 weeks ago

    Dublin, Dublin City, Ireland Version 1 Full time

    OverviewVersion 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle,...

  • Technical Service Desk Delivery Manager

    4 weeks ago

    Dublin, Dublin City, Ireland Evad Technology Group Full time

    A Technical Service Desk Delivery Manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, coaching teams on Agile tools and techniques. On a day-to-day...

  • Technical Service Desk Delivery Manager

    3 weeks ago

    Dublin, Dublin City, Ireland Evad Technology Group Full time

    OverviewTechnical Service Desk Delivery Manager role at EVAD Technology Group. Location: Head office at Unit 3, Robinhood Road, Dublin 22, and customer sites in Dublin and surrounding counties. Start date: asap. Contract type: Full-time. Career level: Preferably 10+ years of experience. Salary: To be confirmed based on experience. Working hours: 8:45 am -...

  • Deal Desk, EMEA

    3 weeks ago

    Dublin, Dublin City, Ireland Notion Full time

    About Us:Notion helps you build beautiful tools for your life's work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organisations like...

  • It Service Desk Engineer

    4 weeks ago

    Dublin, Dublin City, Ireland Oliver James Associates Ltd. Full time

    Serve as the first point of contact for IT incidents, service requests, and technical queries via phone, email, and ticketing system.Provide 2nd line support for hardware, software, operating systems, and applications.Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and peripheral equipment.Support secure access to core...