Description: Excellent Service Desk role available currently in North Dublin.
My Client are looking for someone to provide a managed service as part of the 24 x 7 service team for customers, to ensure that Service Level Agreements are met whilst acting in a professional, customer focussed manner at all times.This role will involve working as part of a 24 x 7 shift pattern.
Key skills/qualifications:
Proven experience in technical systems support.
Proven experience in supporting either Windows or Linux.
Key Responsibilities:

To answer telephone calls to the Service Desk on Ultra products and services in a consistent and professional manner within SLA, following the Request Management process accurately.
To provide the customer with confidence that their incident or request will be logged and managed through to resolution effectively.
To log all incident and requests on the service management system including phone calls and emails and to provide the customer with a call reference number. To ensure that the quality of information then entered into the service management system is of an exceptionally high quality and accuracy.
To influence and advise internal and external customers, at all management levels regarding the availability and functionality of services and systems.
To ensure that the services offered to customers are delivered end to end within SLA, by owning and monitoring service calls through to resolution, escalating those that may breach SLA.
Accountable for Incident Management whilst on shift. To manage all incidents effectively during shift, ensuring resolution within agreed service levels, having a defined root cause, and keeping relevant stakeholders informed.
To perform the critical task of understanding and correctly assigning the impact of incidents, to ensure that service calls, problems and changes are related to the incident as required.
Excellent Salary and Benefits on offer. Apply now for more details.