Service Desk Agent

Service Desk Agent

Location: Belfast

The Company  

Founded in Ireland in 2010, Cased Dimensions has a rich history spanning a full decade of delivering software, consultancy, and IT Managed Services; we have a strong track record with government and commercial companies across the world. The business has its origins in building software that enables process automation – primarily in conjunction with Microsoft’s off-the-shelf suites of products, but increasingly interfacing with data and workflows in other application suites.

Over time, Cased Dimensions has expanded into IT Managed Services including running significant government environments since 2014. The company has people in the UK (including a customer service centre in Northern Ireland), Ireland, the Philippines, and the USA.

Job Title 

Service Desk Agent

Responsible to  

Service Delivery Lead

The Role 

To help determine customer needs and as the customers first point of contact with Cased Dimensions, this is a vital role within the organisation.

Main Duties and Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance via portal, phone, e-mail, or in person
  • Diagnose, research, and resolve hardware and software issues
  • Effectively and efficiently advise and assist customers on appropriate action
  • Provide accurate information on IT products and services
  • Direct unresolved issues to the next level of support personnel
  • Identify and escalate situations requiring urgent attention
  • Work with vendors and internal stakeholders to ensure accurate, effective training content
  • Provide and maintain the highest quality of customer service possible

Skills and qualities required

  • Associate degree OR 1 year of service desk work experience OR other customer support role
  • Good understanding of computer systems, mobile devices, and other tech products
  • Possess attention to detail and follow-through
  • Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy
  • High level of professionalism and ability to maintain confidentiality
  • A high level of self-motivation together with a willingness to learn new skills
  • Positive can-do attitude looking able to deliver in a fast-paced environment

Additional Information 

As this role requires access to a high level of confidential information security checks will be completed at induction. 

Training

Training on products and services will be provided, however, employees are expected to consistently keep abreast of new developments, which would impact on his/her/their areas of responsibility. Personal training in relation to job description will be given as part of the company’s overall personnel development programme.

Conditions of Employment

The salary and benefits for this position will be determined according to the experience of the person appointed.

General Guidance

The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Annual holidays are 21 days plus 8 statutory holidays. Cased Dimensions is an Equal Opportunities Employer.

How can we help?

With our expert people and market leading services, we help you to get more from your technology. This leaves you to concentrate on what you do best, knowing that your business is future proofed, and your investments are protected.

 

With our expert people and market leading services, we help you to get more from your technology. This leaves you to concentrate on what you do best, knowing that your business is future proofed, and your investments are protected.