Location: Belfast
Job Summary
We are looking for IT Service Desk Agent to join our team responsible for providing first-line technical support to our customers via phone call, email and web chat.
This role involves troubleshooting hardware and software issues, resolving IT service requests, and ensuring timely resolution of incidents keeping to agreed SLA's and KPI's, while delivering excellent customer service.
Key Responsibilities
1. Provide first-level technical support via phone, email, chat, or ticketing systems.
2. Log, categorize, and prioritize incidents and service requests on a IT Service Management system.
3. Diagnose and troubleshoot IT related issues.
4. Resolve common IT issues related to Windows, Office 365 and user accounts.
5. Escalate issues to second or third-line support teams.
6. Manage user account administration including password resets and access permissions.
7. Assist in maintenance of documentation for incidents, solutions, and procedures.
8. Follow service desk processes and ensure SLA compliance.
9. Monitor recurring issues and contribute to problem management.
Required Skills
10. Good knowledge of Windows, Microsoft Office, and general IT.
11. Strong troubleshooting and analytical skills.
12. Excellent communication and customer service skills.
13. Ability to work under pressure and manage multiple support tickets.
Preferred Skills (Not Essential)
14. Previous experience in an IT Service Desk, Help Desk, or Technical Support role.
15. Understanding of Active Directory and user account management.
Qualifications
16. Educated to GCSE level minimum (or equivalent).
Key Competencies
17. Customer-focused approach
18. Problem-solving mindset
19. Attention to detail
20. Time management and prioritization
21. Team collaboration
22. Good verbal and written communication skills.
Working Conditions
23. Our Service Desk operates between 8am to 6pm, Monday to Friday.
24. 40 hours per week.
Security Clearance
This role requires candidates to be eligible and willing to undergo a high level of security clearance