Helpdesk Technician L1

Helpdesk Technician L1

Tierney’s provide a trusted and reputable range of IT Solutions, Support and Consultancy Services to the International Hotel, Restaurant and Leisure Industry across the UK and Ireland. Our commitment within the Hospitality Sector brings cutting edge solutions to our customers from leading partners around the globe enabling our clients to gain the maximum from their IT investment helping them achieve their specific needs.

We are currently recruiting for a full time experienced Helpdesk Technician for our fast-growing customer services division. This role may span one or more areas of expertise; this will depend on the candidate’s ability to learn and absorb complex technologies.

This is an on- site position based in our offices in Ennis with an option of hybrid working after a six-month period.

Successful candidate’s duties will include:

• Working closely with our dedicated Helpdesk IT Support team to deliver a high level of customer support to our clients.
• Answering inbound helpdesk phone calls.
• Logging service calls into the CRM system and liaising with customers and team members to log support issues effectively efficiently.
• Triaging tickets, processing the information and assigning priorities.
• Following up on customer calls in a timely manner.
• Resolving general customer issues e.g. new user set ups, password rests, email amendments, access requests and other ad hoc.
• Providing remote support where necessary.
• Liaising with engineers/technicians and customers as well as third party providers in resolving tickets.
• Keeping databases and documentation up to date at all times.
• Providing exemplary customer service.
• Keeping informed of any changes in relation to the Service desk e.g new customer, work practices , systems.
• Encourage best practices and compliance in relation to ISO27001.
• Maintain company and client security and confidentiality at all times.
• Actively participate in on- going training and development
• Any other ad hoc administrative duties that may arise from time to time.

Desired candidate’s skills and experience:

• Graduate caliber in IT desirable or certification in relevant industry field such as CompTIA
• Genuine interest in the IT field and developing a career within the industry.
• Excellent communication and interpersonal skills
• A flexible and positive attitude to work
• MS qualification would be an advantage, but not essential as ongoing training will be provided.

What benefits will you get in return from the Company?

• Competitive salary
• Educational Assistance Programme
• Life Assurance
• 23 Days Annual Leave
• Opportunity to gain recognised industry certification
• EAP/ Well Being Support Programme
• Company events
• On- site parking
• Opportunity to work with a fantastic team!