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Customer Service Agent

Mayo, Country: Ireland
Job Type:
Job Description

We are expanding our 24/7/365 Global Service Desk based in Castlebar Co. Mayo.

We are looking for suitable candidates who have prior service desk experience and willing to work to a shift pattern.

Main responsibilities:

  • Resolve customer (technical) issues using the tools and systems
  • Respond to all support requests in a prompt, professional and courteous manner
  • Accountable for quality and efficiency aspects of each customer query, in line with customer expectations.
  • Be a central part of identifying improvement opportunities
  • Complete follow-on actions as appropriate
  • Invoke escalation procedure both technical and non-technical in a prompt and timely manner.
  • Responsible for logging calls reported to the Service Desk via Telephone or Email.
  • Resolving 1st line support calls, including AD Admin, Permissions, Application Support, escalating to 3rd Parties where necessary.
  • Following IT procedures e.g. ITIL and strictly complying with our Policies.
  • Produce Management Information as required by the IT Manager.
  • Monitor incident and request progress against SLA targets, liaising with support groups and keeping users informed of progress
  • Quality check and close resolved support calls with agreement of user
  • Use remote access software to interrogate end user PCs to identify and rectify technical issues


  • Appropriate second or third level qualification or ITIL certified/trained an advantage, able to demonstrate appropriate significant and relevant experience in a similar role.
  • Good working knowledge of PC technologies used in one or more of the following hardware platforms: Desktops/Laptops/Mobile Phone
  • Good to excellent working knowledge of one or more current operating systems and one or more of Microsoft or other applications like Office, MSX, SQL,and/or other manufacturers software.
  • Working knowledge of network client installation, configuration and troubleshooting issues.
  • An understanding of network server roles (For non Server/storage functions).
  • Confidence in interpreting these in order to troubleshoot customer issues.
  • A clear understanding of the dependencies between operating systems and/or driver versions and revisions, and an ability to provide customers with correct combinations in form of software fixes. An understanding of how to install these correctly.
  • Excellent customer service skills; this includes language proficiency and communication skills, good writing skills.
  • Ability to work independently and proactively
  • Good problem-solving skills
  • Good written skills
  • Good analytical skills
  • Excellent interpersonal and planning skills.
  • Strongly team-focused
  • Commitment to self development and may assist in development of others
Job Settings
Number of jobs: 1 hires
Information about the advertiser
Company: kaptec
Company size: 1-49
Contact: NA