Senior Helpdesk Dispatcher
FRS Recruitment
Dublin
Senior Helpdesk Dispatcher- Dublin. As a Senior Helpdesk Dispatcher , you will be responsible for engaging in customer calls right through to dispatching an engineer and following up to ensure issue is resolved. You will also have excellent customer facing experience and strong communication skills. Key responsibilities: Answer calls from customers and log tickets correctly. Triage tickets as required and advise senior staff and management if escalation needed. Ensure own tickets are closed in a timely manner, escalate as necessary to ensure customer requirements are met. Maintain good customer communication and updates for all tickets and projects. Drive resolutions for customers, mobilizing the necessary resources and personnel of DNA. Log all time correctly in required tools to ensure reporting is accurate. Constantly engage in own professional development. Complete projects in allocated time. Perform onsite activities as required. Mentor and coach more junior members of staff. Essential experience: Specific Skills: Excellent written and verbal communication skills. Ability to prioritise and manage multiple tasks and meet deadlines. Good troubleshooting and analytical skills with ability to diagnose the key issues in a timely manner. Ability to work under pressure and maintain a calming approach with our customers. Ability to work as team member. Customer focused and leadership mindset. Motivated and self-directed. Ambitious and willing to grow as our company develops. Full driving license. Key Technical Skills (Essential): MS Exchange Server. Active Directory. Windows 7 - 10. MS-office suite. Key Technical Skills (Nice to have): TCP/IP Protocols. VMWare. VEEAM. MCP certification is advantageous. Firewalls / Networking (Watchguard, Cisco, Juniper. Strong knowledge of server and storage infrastructure. Good knowledge of Cloud Platforms- using IBM Cloud- wish list. Keywords: IT Service Delivery, Office 365, Exchange, Windows 10, Active Directory, Dispatcher, Helpdesk Supervisor. To apply for this Senior Helpdesk Dispatcher role, please apply today! This job originally appeared on RecruitIreland.com.
1779 days ago