Job Summary

To provide bilingual (English and French) 24 hour telephone technical support to internal customer base, on various IT applications, including Lotus Notes; MS Office; and Mainframe.

Main Accountabilities

  • Logging, tracking and reporting on all calls received to the help-desk.
  • Prioritising and solving problems identified.
  • Supporting and feeding back to customers through problem resolution a professional, prompt and polite manner.
  • Maintaining task list to a manageable level.
  • Enhancing on-line technical support database by identifying common problems, and developing and adding solutions to the database.
  • Information sharing with other help-desk team-members, to assist each other and to continuously improve customer service.
  • Adherence to all corporate and customer quality requirements.
  • Setting-up, transferring and deleting of user accounts.

Qualification - Minimum: Certificate/FAS Course. Ideally, MCP/CNE.

Essential Experience - Fluent French, Ideally 6 months in Customer Service or IT Environment.

Technical Skills: Trouble-shooting skills in a Windows Environment. General IT skills.

Attributes: Ability to learn quickly; polite; clear telephone manner; ability to work under pressure; ability to multi-task.

Other Skills: Customer Service Skills.

Please contact Stephen Rose in confidence at la creme Recruitment on 051-309651 for more information on this position or send your CV through to srose@lacreme.ie.