Urgent Helpdesk / ICT Service Desk manager required. Longford location.

Working with the IT Helpdesk , your role will involve management of busy team / shift work involved.

• Offering courteous and friendly telephone and email support and responding to internal queries.

• Using a call management system for recording and tracking support calls

• Ensuring that call targets are met.

• Maintaining a focus on customer service and providing quality customer relationship management at all times.

• Troubleshooting where required.

• Writing and publishing support documentation such as user guides, procedures and call scripts.

• Other customer support-related tasks that may arise on an ad hoc basis.

You may be responsible for providing support and assistance to end users of the following software and hardware:

• Windows XP/Vista; Microsoft packages including Word, Excel, and Powerpoint, Lotus Notes, DOS, dPVN.

• Both desktop and laptop PCs; printers, scanners; PDA/Blackberry, mobile phones.

The ideal candidate for this role will have some of the following skills and training:

• ECDL qualification.

• MOS qualification.

• ITIL training.

• Excellent communication skills and a good telephone manner.

• A commitment to providing excellent customer service.

Call Lindsay O’Leary for further spec details 01 61460 80