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1st Line Support Analyst

Job Category:
Technical Support - L 1, 2,3
Job Type:
Permanent
Level of IT Experience:
1-5 Years
Area:
North Dublin
Location:
Dublin Airport
Salary:
€24,000 to €26,000 per annum
Posted:
20/06/2017
Recruiter:
ESP Global Services
Job Ref:
1st Line

Are you an IT Service Desk Agent or a 1st Line Support Analyst, do you hold IT certifications? If so this may be the next exciting career step for you. You will be working for ESP Global Services - as a 1st Line Support Analyst and based onsite at one of our valued customers in Dublin.

In a nutshell...To log all customer incidents and requests accurately and provide fault diagnosis and call vetting to successfully resolve as many issues on a first time fix basis. Pro-actively monitor, review and chase outstanding tickets and ensure that a high level of customer service is provided at all times.


Responsibilities:

* When possible follow agreed processes to resolve each ticket on a first time fix basis

* Ensure that Service Levels for tickets via phone/Email & Web are met

* Maintain a high level of ownership for each ticket logged seeing through from open to closure, ensure that they are passed to relevant groups and that customer is kept up to date

* Utilise and update the Knowledge Database to maximise speed of resolution

* Monitor tickets that are in "jeopardy" of breaching contractual obligations


What is required?

* Proven experience within IT Support Services

* Excellent customer focus, approachability and can do attitude

* IT certifications

* Able to react quickly and in a measured way to prioritise escalations.

* Very good oral and written communication skills

* Process driven

* Self Motivated


Working hours:
Monday to Friday -Current team operate between 7am- 6pm (staggered shift starts) 0700-1530, 0800-1730, 0930-1800


About ESP

Benefits:
* Free onsite parking 
* We offer a free Learning and Development portal that boasts thousands of courses


Interested? Please apply today for a quick response

Contact Details:
ESP Global Services
Tel: 01189169333
Contact: Zhara Turley

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