Job Overview
We are seeking a highly organised and customer-focused Service Desk Administrative Assistant to support the day-to-day operations of our IT Service Desk. Acting as the first point of contact for users, you will manage incoming support requests, coordinate with field technicians, maintain accurate service records, and ensure a high standard of customer communication throughout the support process.
This role is ideal for someone with excellent administrative skills, strong communication abilities, and experience working within an IT support environment.
Key Responsibilities
- Serve as the first point of contact for IT support requests via phone, email, and Microsoft Teams.
- Log, categorise, prioritise, and update support tickets using the Freshdesk ticketing system (or a similar ITSM platform).
- Monitor ticket queues to ensure incidents and service requests are assigned, progressed, and resolved within agreed service levels.
- Coordinate with field technicians to schedule on-site support visits and communicate updates between technical teams and end users.
- Keep users informed of ticket progress, expected resolution times, and outcomes in a clear, professional, and non-technical manner where appropriate.
- Maintain accurate service desk documentation, records, and administrative reports.
- Assist with general service desk administration, including tracking recurring issues, updating knowledge base articles, and supporting continuous service improvement initiatives.
- Escalate unresolved or high-priority issues to the appropriate technical teams while ensuring effective follow-up.
Skills & Qualifications
- Previous experience in a Service Desk, IT Help Desk, or administrative support role within an IT environment.
- Strong working knowledge of Microsoft 365 applications, including Outlook, Word, Excel, Teams, and related Office applications.
- Experience using Freshdesk or another IT Service Management (ITSM) ticketing system.
- Excellent organisational skills with the ability to manage multiple tasks and priorities simultaneously.
- Strong verbal and written communication skills with the ability to interact confidently with both technical teams and non-technical users.
- Excellent customer service skills with a professional, patient, and solutions-focused approach.
- High attention to detail and the ability to maintain accurate records and documentation.
- A proactive attitude with strong problem-solving and time management skills.
Salary is determined by the role's part-time or full-time hours
Pay: €33,000.00-€36,000.00 per year
Benefits:
- On-site parking
- Work from home
Work Location: In person
