Lex Consultancy
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Helpdesk Support Agent – Level 2

I am recruiting for a Helpdesk position on a permanent basis for my client based in Dublin west. The successful candidate will be responsible for managing a team engaged in Tier 1 and Tier 2 Customer support.

Key Responsibilities

  • Manages operational support functions including email, chat, phone support and ticket queues.
  • To ensure consistent delivery of high-quality services to clients.
  • Taking ownership for the resolution of issues, monitoring progress, and applying the escalation procedure, when necessary.
  • Interacts across all functions to co-ordinate resolution on Software support open issues
  • Ensures that deadlines are met in all requests for support from both internal and external customers.
  • Conducts virtual meetings with the customer as required.
  • Plans, coordinates, and facilitates various support-related meetings and workshops.
  • Works with Senior Management to develop and implement continuous process improvements for internal operations.
  • Provides regular status updates/flags risks to senior management team & other stakeholders as required.
  • Provides second level technical software problem resolution

Qualifications Required:

  • Degree/Certificate or Diploma in Computing or similar desired
  • Certificate in Microsoft SQL
  • Certificate in Microsoft Azur Fundamentals
  • Fluent English, both written and verbal

Work Experience required:

  • Two years’ experience in technical support or remote desktop support role

If you are interested in this position, please send your CV to Sarah at Lex Consultancy

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[Helpdesk Support Agent – Level 2 / #SH16172]

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