Service Support Specialist

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Location: South Dublin

Service Support Specialist

Job Purpose
The Service Support Specialist role comprises of both customer service and technical support which involves the day-to-day delivery of support services to our customers worldwide. Responsibilities will include resolving technical queries and requests, communicating system maintenance and providing a high level of customer service.

This role reports to the Service Support Team Leader.

Principal Accountabilities

· Deliver best in class customer service
· Provide first level incident resolution for our countries globally
· Log, troubleshoot and route tickets received from our countries globally
· Involved in the day-to-day operational activities which are associated with operating the service desk
· Provide desktop support to the customers
· Ensure that issues are pursued from initial contact to final resolution in accordance with service level agreements
· Initiate and adhere to documented processes, procedures and work instructions within the defined guidelines
· Monitor and report on Service Level Agreement (SLA) performance
· Complete adhoc reporting or administrative tasks


Knowledge, Skills & Experience

Knowledge
· Basic Operating System knowledge of Windows environment
· Understanding of LAN, WAN environments
· Working knowledge of service support centre/helpdesk
· High level of computer literacy
· Previous experience with Lotus Notes an advantage

Skills
· Strong customer service attitude
· Work as part of a team while adopting an approach of information sharing throughout the team
· Excellent written and oral communication skills
· Strong problem solving and analytical skills
· Ability to build relationships with colleagues, customers and suppliers
· A customer service mentality with keen attention to detail and focus on quality
· Ability to multi-task and work to deadlines
· Ability and desire to work on your own initiative

Education and Experience
· 1-2 years in a support role or customer service role in an IT environment
· Third level qualification is desirable but not essential
· Experienced of dealing with both internal and external customers at various levels
· Flexible for shift working. Shift pattern in place covering 6:00am to 6:00pm

The closing date for this role will be Tuesday 16th February 2010