ICT Technical Support Executive (1st Level) - Tralee

Tralee  ‐ Onsite
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Description

Chase Resourcing are delighted to announce the requirement of 10 Proven 1st Line Technical Support Executives for the establishment of a World Leading, Business Critical Customer support team based in Tralee. This is a role with a world leading institution and will offer the successful candidate training to a World Class Level (AWARD WINNING) and will ensure progression to excellence, and strong career progression opportunities.

Responsibilities:

This position is responsible for providing high-end quality customer service to our customers located in North America.

Receive all CSC related calls from external and internal customers via ACD. Manage each request correctly; open a trouble ticket and dispatch efficiently while communicating with the customer to ensure complete satisfaction.

Specific Responsibilities

  • Open ticket for each call coming into the CSC.
  • Escalate calls to 2nd level in-house desktop technicians as well as our 3rd level support groups.
  • Perform basic hardware, workstation and printer, repairs.
  • Answer all helpdesk phone calls within 2 or 3 rings.
  • Check and respond to all E-mail notifications.
  • Check and respond to all voice mail notifications.
  • Troubleshoot and provide resolutions on initial contact when possible (Using password management tools, remote desktop, etc.)
  • Escalate problems using in-house escalation sheets.
  • Provide all necessary information to next level support. (Attachments, screenshots, and all material, which will facilitate troubleshooting.)
  • Ensure that all tickets have been properly completed before closing.
  • Performing basic MAC orders.
  • Must be willing to work some weekends and late nights to support upgrades, changes, etc.
  • Must be able to work under pressure.
  • Maintain good working relationship with team members and all members of the organization.
  • Responsible for providing new scripts and/or fixes into the Problem Tracking System’s knowledge database increasing the level of 1st call resolution.

General Requirements

  • Well versed in Microsoft suite of applications
  • Windows XP certified.
  • Basic knowledge using Active Directory.
  • Strong customer service and analytical skills.
  • Several years of 1st level Call Center experience.
  • Experienced dealing with a high volume of calls and problems reported by high end users.
  • Must work well with others, be customer focused, a team player, positive attitude, and have excellent communication skills.
  • Must be a forward thinker, always looking to improve existing CSC processes and provide relevant solutions.

Salary:

€25k+

Start date
ASAP (Urgent Requirement)
From
Chase Resourcing
Published at
19.11.2013
Contact person:
John Roche
Project ID:
629473
Contract type
Permanent
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