Service Desk Assistant – WPEP Scheme – FOCUSPHERE LTD t/a HCS BUSINESS SOLUTIONS

Job title: Service Desk Assistant – WPEP Scheme – FOCUSPHERE LTD t/a HCS BUSINESS SOLUTIONS

Company: FOCUSPHERE LTD t/a HCS BUSINESS SOLUTIONS


Job description: As part of the call management process, the participant will learn to log calls in the IT Service Management system and learn to provide support to the Company’s support contract customers. The Participant will be trained and gain practical experience in; Handling calls in the call management process ie. record, diagnose, track and closes calls to the helpdesk. Logging calls in the PSA systems effectively by capturing all relevant information & requests, in relation to symptoms, priority, and contacts. Call escalation handling and routing calls to the next level of support according to procedures. Dealing with end customers through providing status calls to the customer at regular intervals and give updates on progress on resolving calls according to procedures. SLAs and working within agreed target resolution times to resolve each call depending on the priority and customer SLA. How to provide user support to customer’s via phone, email and web. How to manage a workload and ensuring that all calls assigned are up-to-date and accurate at all times.Role Description This is a training and work experience opportunity; no prior experience in this role is necessary. Accredited and/or sector recognised training will be provided to support your placement. Participants are eligible to participate in the WPEP QQI Work Experience Module which was developed by the Education & Training Boards in collaboration with the Department of Social Protection. This optional module will fulfil your accredited training requirements for the WPEP. Formal Training: Be trained to resolve customer problems using “Teamviewer” remote diagnostic tools. Training in Company telephone systems to enable the participant to deliver telephone support directly to customer end-users. As a member of a 20 person technical team, the participant will be trained in company processes and procedures. ISO9001 training and induction GDPR Information Security Process-related courses as part of the induction process under ISO9001 and ISO 27001 Informal Training: N-ABLE Remote monitoring Management system courses Fortinet courses and exams NSE1,2 and 3. On completion, the participant will be trained to deliver Level 1 technical support and will be ready to take up employment in a service desk environment. For additional information: Please contact; Sean Hegarty, shegarty@hcs.ie, Director, Focusphere Ltd t/a HCS Business Solutions.

• Sector:

Career Level

• Not Required

Candidate Requirements Essential
0

Expected salary:

Location: Waterford

Job date: Sun, 16 Feb 2025 05:30:14 GMT

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