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Gemma Hayes Recruitment1 Jobs: Service Desk Administrator


Industry: IT / Programming
Employment Type: Permanent Full Time
Salary: On Application

Due to the urgency of this vacancy, our client is unable to go down the route of work permits, visas or sponsorship. It is therefore essential that all candidates have full authority to work in ireland

Service desk co-ordinator

Job description

The candidate should have a minimum 2 years’ relevant experience in planning and call distribution role in a fast paced service desk. This is an opportunity to join a growing team. The role will present the right person with opportunities to use your initiative and get involved in various projects in order to develop your career in a challenging and target driven environment.

Key responsibilities

Call handling from logging calls via phone and email, to closing for invoicing.
Referring jobs to stores for parts and sales for quotes where required.
Completing daily call planner for all engineers, liaising with field operations to ensure correct capacity distribution throughout departments and resources.
Scheduling engineers calls daily via scheduler, ensuring maximum efficiency of routes and capacity.
Monitoring call completion daily for service and maintenance engineers over the mobile interface.
Maintaining contact with engineers, ensuring correct call handling and call referral.
Monitoring call queues and managing sla.
Completing weekly kpi reports.
Liaising with third party subcontractors to provide best quality services within the agreed deadlines.
Participate in and lead as appropriate in training programmes for new products & services and ensure adherence to procedures as outlined.
Work to the existing roster system in place.
To focus the service desk’s attention on delivering first class services to clients/customers and operating in a seamless and cooperative manner with the rest of the company.
Required skills & experience

Excellent communication & interpersonal skills
Ability to motivate and coach people
Strong problem solving and decision making skills
Assertive and confident
Previous service desk supervisory or management skills an advantage.
Computer literate with a good working knowledge of ms office products
Excellent telephone manner
Customer focused
Ability to work on own initiative
Team player
Attention to detail

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