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Job Description
Seeking a Junior IT Service Desk Support Agent to provide technical assistance and resolve customer issues in a dynamic retail environment.
Eason, a well-established Irish retail brand, is undergoing a digital transformation. We are looking for a Junior IT Service Desk Support Agent to join our progressive IT team, working primarily in our support office and warehouse.
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 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 experience an advantage but not essential.
- Willingness to assist customers with strong customer-facing and administrative skills.
- Intermediate knowledge of MS Office and Microsoft Dynamics AX.
- Familiarity with basic IT hardware.
- Basic knowledge of Microsoft Active Directory, LAN/WAN networks is an advantage.
- Basic understanding of the ITIL framework is a plus, but not essential.
- Interest in studying or having studied computer languages like ASP.NET, C#, SQL, React, AWS, Redis, Node.js, Java Script, and Type Script is a plus.
Benefits:
- Paid Holidays
- Pension Fund
- Staff Discounts