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Service Desk Administrator

Service Desk Administrator

Job Overview

Job Ref No.:1007
Job Title:Service Desk Administrator
Location:Dublin
Job Type:Permanent
Salary:Undisclosed
Experience Required3+ years hands-on customer care experience within a technical environment
Qualifications RequiredIdeally third level qualification
Start Date30/09/2019

Job Description

salary negotiable depending on experience

Service Desk Co-ordinator

Job Description

The candidate should have a minimum 2 years’ relevant experience in planning and call distribution role in a fast paced service desk. This is an opportunity to join a growing team. The role will present the right person with opportunities to use your initiative and get involved in various projects in order to develop your career in a challenging and target driven environment.

Key Responsibilities

Call handling from logging calls via phone and email, to closing for invoicing.

Referring jobs to stores for parts and sales for quotes where required.

Completing daily call planner for all engineers, liaising with field operations to ensure correct capacity distribution throughout departments and resources.

Scheduling engineers calls daily via scheduler, ensuring maximum efficiency of routes and capacity.

Monitoring call completion daily for service and maintenance engineers over the mobile interface.

Maintaining contact with engineers, ensuring correct call handling and call referral.

Monitoring call queues and managing SLA.

Completing weekly KPI reports.

Liaising with third party subcontractors to provide best quality services within the agreed deadlines.

Participate in and lead as appropriate in training programmes for new products & services and ensure adherence to procedures as outlined.

Work to the existing roster system in place.

To focus the service desk’s attention on delivering first class services to clients/customers and operating in a seamless and cooperative manner with the rest of the company.

Required Skills & Experience

Excellent communication & interpersonal skills

Ability to motivate and coach people
Strong problem solving and decision making skills

Assertive and Confident

Previous service desk supervisory or management skills an advantage.

Computer literate with a good working knowledge of MS Office Products

Excellent Telephone Manner

Customer focused

Ability to work on own initiative

Team Player

Attention to Detail

To Apply