Helpdesk Agent

Location Dublin West, Dublin
Job type Temporary
Salary Up to €11.28 per hour + 22 days annual leave
Published 16 days ago
Start date ASAP
Contact Sinead Healy
Job reference DWSH08_1584618644

Job description

Job Title - Helpdesk Agents

The Client: Grafton Recruitment is a specialist in the provision of temporary and permanent staffing solutions to clients nationwide. We currently have a vacancy for full time helpdesk agents based in Citywest. Working 40 hours per week.

The Role: Customer Service Rep / Helpdesk Agents

Key Responsibilities:

  • To ensure all customer calls are responded to efficiently, professionally and fully in accordance with operational procedures
  • To resolve as many calls as possible at the point they are received without referral, the need for further intervention or escalation (thus supporting the achievement of our contractual service commitments)
  • To update the call management system accurately and efficiently with call details, actions taken and resolution
  • To resolve customer queries (e.g. enquiries about cash reconciliations) and provide the client with advice and guidance
  • To proactively monitor systems in order to preempt customer issues and calls
  • To log and escalate issues outside our contractual obligations so these can be used to 'offset' against our performance or for charging the client
  • To ensure high levels of customer satisfaction with individual calls
  • To make recommendations on potential improvements to working practices and performance
  • To assist with the resolution of any specific service delivery issues, through route cause analysis of service failures and participating in the design and implementation of specific 'get well' plans
  • To complete additional ad hoc project work, as required
  • To complete ad hoc duties and tasks allocated through line management chain from time to time

Required Skills:

  • Resilience is key with good problem handling skills
  • Working knowledge of Microsoft Office applications, primarily Word and Excel
  • Should be motivated to work efficiently and autonomously within the job responsibilities
  • Flexibility to work shifts when required, including weekends
  • Strict time management skills
  • First class business communication skills
  • A technical mindset is required with an ability to understand product knowledge

Desired background

  • Customer Service background preferable

Hours of work:

Various shifts - Monday to Sunday

The position involves working a 40 hour week over various shifts;





  • 1-2 years experience in a busy call centre / customer service environment
  • Proficient in MS Office
  • Excellent customer service skills
  • Proven track record of working with targets / KPI's

In Return:

  • Pay rates between €11-12 per hour
  • 22 days annual leave
  • Huge room for career progression
  • Great team environment
  • An opportunity to gain experience with a progressive, growing and innovative company

Why use Grafton? We know that finding the right job can be challenging and we have the tools and resources to help you succeed. An established recruitment agency since 1983, we offer permanent and temporary job solutions to lots of different clients in multiple industry sectors in Northern Ireland and Republic of Ireland. For further information please contact Sinead Healy at our Walkinstown branch on 01-4505288 and apply with your up to date CV by clicking the button.

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