Helpdesk Agent - West Dublin

Job Category:
Technical Support - L 1, 2,3
Job Type:
Level of IT Experience:
0-1 Year
West Dublin
€23,000 per annum
Reed Global
Job Ref:

level one helpdesk agent to join its team for a one year contract in West Dublin. This will not only give the successful candidate the opportunity to work for a market leading company but will also help to develop their customer handling skills and technical knowledge within this field.  The job outline and ideal candidate skills include the following:

Key Responsibilities:


·         To ensure all customer calls are responded to efficiently, professionally and fully in accordance with operational procedures

·         To resolve as many calls as possible at the point they are received without referral, the need for further intervention or escalation (thus supporting the achievement of our contractual service commitments)

·         To update the call management system accurately and efficiently with call details, actions taken and resolution

·         To resolve customer queries (e.g. enquiries about cash reconciliations) and provide the client with advice and guidance

·         To proactively monitor systems in order to preempt customer issues and calls

·         To log and escalate issues outside our contractual obligations so these can be used to ‘offset’ against our performance or for charging the client

·         To ensure high levels of customer satisfaction with individual calls

·         To make recommendations on potential improvements to working practices and performance

·         To assist with the resolution of any specific service delivery issues, through route cause analysis of service failures and participating in the design and implementation of specific ‘get well’ plans

·         To complete additional ad hoc project work, as required

·         To complete ad hoc duties and tasks allocated through line management chain from time to time


Required Skills:


·         Resilience is key with good problem handling skills

·         Working knowledge of Microsoft Office applications, primarily Word and Excel

·         Should be motivated to work efficiently and autonomously within the job responsibilities

·         Flexibility to work shifts when required, including weekends

·         Strict time management skills

·         First class business communication skills

·         A technical mindset is required with an ability to understand product knowledge


Desired background


·         Customer Service background preferable

·         The successful candidate will ideally have a third level degree 

Contact Details:
Reed Global
Tel: 01 6704466
Contact: Daniel graham

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