Description
Provides first level IT Support to major UK broadcaster supported out of the company Dublin service desk. Agents must be native level in English. Working hours are in shifts, Monday to Friday . Shifts are 7.5 hours paid with 1 hour unpaid lunch. The contract is 1 year initially.
Must have excellent knowledge of the Mac environment (above OS 10.75), Google Apps and Windows 7/8 preferable. Also imperative that candidate hasprior experience of providing support in a similar environment and is able to perform initial level of problem identification, first line troubleshooting and be on point to refer potential issues to escalation and resolver groups within the project.
Must maintain a high degree of customer service for all support queries, take ownership of user problems and be proactive when dealing with user issues.
Ensures that correct resolutions are found and involves appropriate areas in resolving problems when needed.
Develops and maintains product knowledge, business and professional skills by participating in on-the-job and other training courses and ad-hoc projects.
Actively participates in preventive maintenance, by documenting common problems and scripts for customer support in the service desk knowledge base.
Creates and shares information required for the team to be successful.
Must have experience of dealing with customer interactions via multiple channels (Calls, emails, voice mails etc)
Demonstrates understanding of the customerâs business needs and is able to achieve and maintain high customer satisfaction ratings
Requirements:
* MAC OS Lion/Yosemite
* Google apps
* Windows 7/8
* Network Connectivity configuration
* Experience of Identity/Access Management through AD
* Experience of troubleshooting printing issues
* Ability and desire to build additional technical skills
* Ability to interact effectively with others in a team environment
* Ability to follow instructions to produce desired results
* Aptitude to manage many tasks simultaneously
* Ability to work with broad range of end user experience levels
*Ability to work in a fast paced environment
* English speaking is mandatory
* Alongside following instructions, we need the candidate to be able to apply their technical and business knowledge to resolve issues, using initiative and best judgement.
* Professional skills: problem solving/troubleshooting, analytical, administrative and organisational skills essential