Company Description:


Westbourne IT Global Services is a transglobal organisation currently with Delivery Centres in Cork, Auckland and Foster City. Our business strategy is to significantly grow and expand our business over the next 2 - 3 years through a combination of organic growth and acquisitions. Our core differentiator is our ability to deliver scalable and world class 24*7 technical helpdesks. Our target market is a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. We have built our established reputation with an impressive list of long standing clients because of our unique culture. This culture places innovation, problem solving, people engagement and trust at the heart of our company. Our mission is to be a global leader in innovative IT customer support solutions that meet and exceed our business partner’s requirements.


Duties & Responsibilities: 


• Deal with customer IT queries for first line support, using your judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention

• Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password

• Monitor and update call logging system, ensuring customers receive top level service

• Provide "how to" assistance on all internally supported devices, applications and systems to troubleshoot the end user’s issue and resolve upon first contact, when possible.

• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.

• Incident Management - ensure all tickets are resolved efficiently

• Monitor and update call logging system, ensuring customers receive top level service

• Excellent understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN, WAN, VoIP and the Windows/Mac OSx operating systems.



Knowledge, Experience and Skills:


• Min 1 Years’ experience in customer support or application support required.

• Fluency in French and English both written and verbal is required.

• 3rd level IT related degree desirable

• MCP and Microsoft software certification desirable

• Excellent communication skills with the ability to support clients remotely

• Experience in adhering to KPIs

• Excellent time management skills and ability to work under time pressure

• Knowledge of Microsoft Active Directory

• Understanding of ITIL framework

• Previous 1st Line experience

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