Job Title: IT Service Desk/CSR
Location: Dublin, Ireland
Duration: 11 Months
Work Type: Hybrid
Job Overview:
We are seeking a motivated and customer-focused professional to join our global Customer Support team in Dublin. This role involves providing first-line support to ensure a world-class customer experience. You will be responsible for managing and resolving technical issues, logging and tracking cases, and providing high-quality support via phone, email, and case management tools.
Key Responsibilities:
- Log incidents and service requests on the IT Service Desk and maintain accurate records of software/hardware issues.
- Provide initial triage and technical support by resolving customer inquiries and problems in a timely and efficient manner via phone, email, or case.
- Escalate complex issues to internal or external support teams or Subject Matter Experts when necessary.
- Support end users by offering guidance and training on platform usage.
- Participate in global forums and knowledge-sharing sessions, including Transfer of Information (TOI) and other training programs.
- Assist peers with their cases and contribute to team collaboration.
- Perform User Acceptance Testing (UAT) and contribute feedback to improve service delivery.
- Identify gaps in self-service documentation and suggest improvements.
- Manage multiple support cases daily and ensure timely resolution.
- Provide support for store applications or additional tools as needed.
Required Skills and Experience:
- 2-4 years of experience in an IT support or helpdesk environment.
- Strong technical background with the ability to quickly learn new technologies.
- Proven experience in providing phone-based technical support with a focus on first-call resolution.
- Excellent written and verbal communication skills.
- Ability to communicate effectively at all organizational levels.
- Strong problem-solving skills and the ability to ask precise questions to diagnose issues.
- Comfortable handling difficult conversations with customers in a professional manner.
- Experience with IT Service Management tools is highly preferred.
- Basic understanding of ITIL processes and business operations.
- Experience with SaaS applications and troubleshooting cloud-based environments.
Preferred Qualifications:
- Degree or equivalent work experience in a Customer HUB, Customer Care, or IT Support role.
- Prior experience supporting an Enterprise Software or SaaS environment.
- Familiarity with IT platforms or support ticketing systems is an advantage.
GCS is acting as an Employment Business in relation to this vacancy.
IT Service Desk/CSR
Dublin
Contract
Other similar jobs
Popular job searches
Your next job
starts here.
JOB SPECIALISMS
LATEST JOBS
TOP SEARCHES
LOCATIONS
- Project Management
- BI & Data Analytics
- IT Support & Infrastructure
- DevOps
- Software Development
- Cyber
- Business Change
- IT Audit & Risk
- .NET/C#
- Cloud architect
- Engineering
- Enterprise SaaS
LATEST JOBS
- IT Business Partner - HR Digit...
- IT Service Desk/CSR
- Systems Administrator
- Head of IT
- Senior .NET/C# Developer
- Senior Oracle Developer (C#/.N...
- Data Scientist
- Business Process Architect - H...
- Data governance / Data classif...
- Snr IT Project Manager
- IAM Test Analyst - Hybrid/Pres...
- Communications Lead (Merger &...
TOP SEARCHES
LOCATIONS
- Engineer
- Data Scientist
- Senior Data Scientist
- Head of Data Science
- Trainee Data Scientist
- Data Science Graduate
- Senior Financial Accountant
- Management Accountant
- Cost Accountant
- Civil Engineer
- Senior Civil Engineer
- Civil Design Engineer