IT Service Desk Operator

Service Desk Operator

Job Title Service Desk Operator

Responsibilities 

The Service Desk Operator (Level 1) is responsible for providing first-line support to users, managing service requests, coordinating IT procurement activities, and ensuring tickets are accurately logged, tracked, and escalated where required. 
The role acts as the primary point of contact for IT-related requests and procurement activities, ensuring a high standard of customer service while supporting the efficient delivery of IT services across the organisation. 

Key Accountabilities

Service Desk Operations 

• Act as the first point of contact for all IT service requests and incidents. 
  Log, categorise, prioritise, and assign tickets within the service management system. 
• Provide first line troubleshooting and basic resolution for common IT issues 
• Monitor ticket queues and ensure service levels and response times are achieved. 
• Follow established processes and procedures for incident, request, and problem management. 
• Maintain accurate and up-to-date ticket records. 
• Escalate incidents and requests to appropriate technical teams when required. 
• Follow up on outstanding tickets and communicate progress to users. 
  Assist in the creation and maintenance of knowledge base articles and support documentation. 
   

IT Procurement 

• Process hardware, software, licensing, and service procurement requests. 
• Raise purchase requisitions and purchase orders in accordance with company procedures. 
• Liaise with suppliers regarding quotations, pricing, orders, and deliveries. 
  Track procurement requests from initiation through to receipt and completion. 
• Maintain records of IT assets, purchases, warranties, and supplier information. 
• Assist with stock management for IT equipment and consumables. 
• Support onboarding activities through timely procurement and allocation of equipment. 

Customer Service 

• Deliver professional and courteous support to all users. 
• Provide regular communication and updates on service requests. 
• Ensure customer satisfaction through responsive and effective support. 
• Escalate customer concerns where appropriate. 
   

Administrative Support 

• Assist with asset management and inventory tracking. 
• Generate service desk and procurement reports when required. 
• Support IT audits by maintaining accurate records and documentation. 
• Perform other administrative duties as assigned by management.

Skills & Experience

Essential 

• Experience working in a customer service, helpdesk, service desk, or administrative support role. 
• Strong organisational and time management skills. 
• Excellent verbal and written communication skills. 
• Experience using ticketing or service management systems. 
• Proficiency with Microsoft 365 applications. 
• Ability to manage multiple requests and priorities simultaneously. 
• Attention to detail and accuracy in record keeping. 
   

Desirable 

• Experience in IT procurement or purchasing processes. 
• Familiarity with ITIL principles. 
• Experience with a ticketing system 
• Experience managing IT assets and inventories. 
• Understanding of common IT hardware and software. 

Qualifications 

• • ITIL Foundation Certification. 
  • Certificate or Diploma in Information Technology, Business
  • Administration, or a related discipline. 

Personal Attributes

• Customer-focused attitude. 
• Strong attention to detail. 
• Reliable and accountable. 
• Team player with a willingness to learn. 
• Professional and courteous manner. 
• Ability to work independently and as part of a team. 
• Strong problem-solving skills. 

EQUALITY STATEMENT

KeolisAmey Luas values the diversity, which exists in our city, and our aspiration is to reflect this diversity in our workforce. All employees must be aware of and committed to the KeolisAmey Luas Diversity Policy.  All employees must also be aware of and comply with other Company requirements associated with Equality and Diversity issues relevant to their role.

To apply for this role, please email lua-recruitment@keolisameyluas.ie

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