Duties & Responsibilities
To provide resolution of web help-desk customer service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills. This role requires an individual who is highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures.
- Interact with customers via telephone, e-mail and the web, providing technical support and problem-solving abilities
- Identify, evaluate and prioritise customer’s problems whilst formulating plans of resolution
- Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly
- Provide in depth Root Cause Analysis to the helpdesk manager for all issues resolved
- Assist is evaluating new services, processes and technologies introduced at the helpdesk
- Escalate unresolved issues to implementation team programmers or the Helpdesk Manager as necessary
- Work with staff to promote, develop, and maintain strong customer service values
- Additional projects as required such as preparing system and user documentation testing
Skills & Experience
The Helpdesk Support Technician should have all the following skills and experience:
- Working Knowledge of .Net development in C# & SQL – this is essential, as a technical test will be given at interview stage
- Previous Helpdesk Support Experience
- Level 3 support experience
- Fluent English both verbal & written
- Excellent Communication, Literacy and Interpersonal Skills
- Live within a commutable distance to Dublin 15 with own transport
- Knowledge of Food Processing Industries would be advantageous but not necessary
