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1st line Support Engineer Danish

posted Jul 17, 2013, 11:47 AM by Unknown user   [ updated Jul 17, 2013, 11:50 AM ]
1st line Support Engineer Danish
Location: Cork / Ireland
Salary: 21500euro/year, relocation package of 150e for flights and 2 weeks accommodation, Retention bonus after 18 months.

  • • The purpose of the role is to provide resolution to Helpdesk service requests within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills
  • • Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.
  • • Identify, evaluate and prioritize customer problems and complaints to ITIL standards
  • • Analyze customer problems and formulate plans of resolution.
  • • Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
  • • Assist in evaluating new services, processes and technologies introduced at the helpdesk.
  • • Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
  • • Work with departmental staff to promote, develop, and maintain high standards of customer service.
  • • Escalate unresolved issues to support leads, designated service group or client help desk.
  • • Additional projects as required.
Apply by sending a copy of your CV in English to: