Senior ICT Service Desk Professional

5 days ago

Dublin, Dublin City, Ireland beBeeAdministrative Full time €35,000 - €55,000
Job Title: Service Desk Administrator/ Resource Controller

Service Desk Administrators are crucial members of the ICT services team. Their primary responsibility is to provide proactive support to our existing and new customer base.

The ideal candidate will have excellent organisational, communication, and time management skills. They will be proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook) and possess a strong analytical and problem-solving approach.

The successful candidate will work closely with the Service Delivery Manager and CTO to implement all office policies and procedures. They will oversee various administrative functions, including contract management, resource controlling, quoting, and ordering equipment.

  • Answering telephones and responding to emails.
  • Monitoring all customer queues.
  • Adhering to SLAs, especially P1s, with prompt customer calls when a P1 is logged.
  • Focus on scheduling: determining which engineers are available for the next day and informing them of tickets, parts needed, and sites assigned.

Additional responsibilities include:

  • Maintaining standards for quality and customer service.
  • Keeping all administrative tasks up to date.
  • Ensuring effective internal communication within Engineers, Sales, Marketing, Customer Support, and across the country.
  • Managing stock levels and making key stock control decisions.

This role requires a third-level qualification or relevant experience in a similar role. A strong team player with excellent engagement skills and a clear focus on stakeholder engagement is essential. If you have a track record of taking a systematic approach to achieving deliverables, we would like to hear from you.

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