Help Desk Professional

7 days ago


Dublin, Dublin City, Ireland Link Personnel Full time
Job Description

As a Help Desk Professional, you will be responsible for providing technical support to resolve complex issues escalated from Tier 1 support agents. You will work closely with VIP users and high-priority tickets to ensure timely resolution.

Key Responsibilities:
  • Resolve complex technical issues escalated from Tier 1 support agents in a timely manner.
  • Work closely with VIP users and high-priority tickets to ensure timely resolution.
  • Stay current with IT developments and implement best practices to improve service delivery.
  • Develop and deliver training programs for junior support agents, enhancing their technical expertise.
  • Maintain comprehensive records of common issues, troubleshooting steps, and solutions for efficient team operations.
  • Communicate effectively with employees to resolve escalated issues and provide exceptional support.
  • Collaborate with cross-functional teams to address recurring issues and enhance product quality.
Requirements
  • 3-5 years' experience in technical support, preferably in a Tier 2 role.
  • Bachelor's degree in Computer Science, IT, or related field.
  • Proven troubleshooting skills for hardware and software issues.
  • Excellent communication and interpersonal skills, with attention to detail.
  • Strong analytical and problem-solving abilities.
  • Effective organization and prioritization skills.
  • Ability to work independently and as part of a team.


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