Service Desk Technical Agent (Nordiskt språk)

Service Desk Technical Agent (1st level support)

Employer: Manpower - on behalf of a major multinational IT company

Person Specification
The ideal candidate will be someone who wants to work in Ireland with one of the largest American multinationals in IT. You will want to work with us for a minimum period of 1-2 years and display the enthusiasm to develop your technical troubleshooting experience. You will gain vast exposure to different parts of a global business including service management, 2nd level support, technical resolver groups, quality control and finance.

Requirements
Candidates will have experience in a customer service environment. Either face to face or phone based customer service, ideally in a call/data centre. You must have fluency in English and either Finnish, Swedish, Danish or Norwegian. Experience or education in technical support is an advantage.

Experience gained in the role
By working in the service desk you will gain transferrable experience in customer service, IT troubleshooting, problem determination, teamwork and quality control.
Your first 3 months in the role will involve your initial training period where you will take a lower volume of calls and tickets. After this period, you will then be assigned extra tasks within your team and be given the freedom to develop in your desired area.

Career passport
Manpower are interested in the continuous development off all our employees and have developed a unique training system. You will hold a Career Passport. In this passport you will work towards Visa's which enable you to develop to the next level of your career in the form of certified training, extra tasks and shadowing of other teams.

We also offer over 3,000 certified training courses in:
-Java -VMware -Adobe -Cisco -Linux -HTML
-Microsoft Certifications -Price -Six Sigma -ITIL - Leadership and many more.

Job Description
The service desk is the first point of contact for commercial customers across Europe. Most of the service desk is an in-bound call centre, which means we only speak to our consumers when they choose to contact us. Customers contact us in three ways with their IT problems; by phone, email and web tickets. For example, software installations, printer problems, network issues and password resets. There are 2nd level support and resolver teams that deal with more complex technical issues.

- Customer contact - you will be expected to answer calls, mail & web tickets in your native language, you would typically handle between 50-80 issues per day.
- Documentation - you are expected to document information in ticketing systems and provide the customer with information and updates.
- Quality - you are asked to follow quality guidelines to ensure customer service is delivered at a standard that matches the quality of the IT company's brand.
- Problem Determination - you will have access to knowledge databases and various tools to determine the source of problem your are faced with. You will troubleshoot through remote takeover or by guiding the customer through their issue.

Remuneration Package
- Basic salary Euro 22,000 per year (including length of service bonuses)
- Ongoing contract (no end date/limitation to how long you work with us)
- Certified and industry recognised training and development
- Career passport & opportunity to develop
- Relocation package with financial and support
- Subsidised Gym, Canteen, Social club, Healthcare plan
- 23 days holidays and 9 public holidays