Job Description
IT Service Desk Support Agent/ Web Support- Dublin Eason is an iconic Irish retail business and brand with a history and heritage dating back over 130 years. The Eason brand is one of the best known and most respected in Ireland and our vision is to Inspire and Engage Minds of all Ages. We are in a midst of digital transformation and seeking an IT Service Desk Support Agent in progressive IT Team in our Dublin Support Office. Job Summary: We are seeking a skilled IT Service Support Agent to join our IT team, specializing in both technical support and web-related functions. This role is designed for a professional who excels in troubleshooting and resolving technical issues while also applying web expertise to enhance our IT service delivery. The ideal candidate will have strong problem-solving skills, excellent communication abilities, a knack for online processes, and a commitment to providing exceptional customer service Key Responsibilities: Respond to, log, and resolve incoming calls and emails from customers, ensuring issues are fixed wherever possible. Provide 1st line technical support in a predominantly Microsoft environment, including password resets, Active Directory, and Outlook issues. Prioritize and manage multiple support requests effectively Ensure that all cases owned by the Service Desk are resolved in accordance with the agreed Service Level Agreements (SLAs) Escalate unresolved issues to level 2 support or vendors, detailing any actions already undertaken Assist in maintaining internal and external websites, ensuring optimal performance and uptime; troubleshoot and resolve web-related issues Collaborate with web developers and designers to implement updates and new development Demonstrate excellent customer service, with all calls are measured and used as part of an on-going call quality process Follow up with users to ensure issues are resolved and satisfaction is achieved. Desired Competencies/ Skills: Helpdesk/Service Desk or support experience preferred Strong Customer facing and administration skills Intermediate knowledge of MS Office and Microsoft Dynamics AX. Familiarity with Microsoft Desktop OS (Windows 7-11) and basic IT hardware Knowledge of Microsoft Active Directory, LAN/WAN networks, and the ITIL framework is a plus Experience with ASP.NET, C#, SQL, React, AWS, Redis, Node.js, JavaScript, and TypeScript is advantageous Effective team player with fluent English communication skills. Skills: IT It Support Customer Service Benefits: Paid Holidays Pension Fund Staff Discounts