IT Service Desk Support Agent

Eason, a well-known Irish retail brand with over 130 years of history, 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. Eason is recognized and respected across Ireland, with a vision to "Inspire and Engage Minds of all Ages."

Job Summary:

We are looking for a Junior IT Support Agent to join our team. This role is for recent graduates who want to grow in troubleshooting technical issues and using web skills to improve IT services. The ideal candidate will have a positive attitude, strong problem-solving skills, great communication, an understanding of online processes, and a dedication to excellent 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 an advantage but no 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, JavaScript, and TypeScript is a plus.
• Effective team player with fluent English communication skills

Skills:
IT, IT Support, Customer Service

Benefits:
Paid Holidays, Pension Fund, Staff Discounts, Employee Assistance Programme