Helpdesk Support Agent

About the Role

ICT Services is seeking a technically proficient, customer-oriented Help Desk Support Agent to provide support for cash handling hardware and software systems throughout Ireland.

Responsibilities

• Serve as the first and second line of technical support for a national client base.
• Manage inbound support calls and tickets, resolving issues from start to finish.
• Collaborate with field engineers to coordinate site visits and provide remote assistance.
• Operate within a busy helpdesk environment open 364 days a year, from 8am to 8pm.
• Perform triage, troubleshoot, and resolve Level 1 and Level 2 support tickets within agreed service level agreements (SLA).
• Conduct remote diagnostics on electronic cash management hardware and software systems.
• Analyze log files, perform remote access sessions, apply configuration changes, and check firmware updates.
• Monitor systems proactively and generate relevant reports.
• Document solutions clearly and contribute to the company knowledge base.

Requirements

• Strong technical aptitude with a methodical and logical fault-finding approach.
• Good knowledge of Windows operating systems and fundamental networking concepts.
• Experience using remote support tools.
• Excellent customer service skills with the ability to communicate technical issues in simple, understandable terms.
• Previous experience in a helpdesk or technical support role is beneficial.
• Experience with cash handling or electronic device support is a plus but not mandatory.

Eligibility

We encourage applications from individuals who enjoy taking ownership of issues through to resolution and are dedicated to maintaining seamless customer operations.