Call Centre Representative

About SMBC Group

SMBC Group, a prestigious global financial institution headquartered in Tokyo with a rich 400-year legacy, delivers a wide array of financial services such as banking, leasing, securities, credit cards, and consumer finance. Operating with over 130 offices and 80,000 employees across nearly 40 countries, SMBC Group’s holding company is Sumitomo Mitsui Financial Group, Inc. (SMFG), a top Japanese banking conglomerate publicly traded on the Tokyo, Nagoya, and New York stock exchanges.

In the Americas, SMBC has established a robust presence including locations in the US, Canada, Ireland, Mexico, and several South American countries. Leveraging strong capital backing and regional relationships, SMBC offers commercial and investment banking solutions to corporate, institutional, and municipal clients connected through its expansive global network.

Role Overview

We are seeking a Call Centre Representative for our dynamic international team based in Tralee, Ireland. This hybrid position requires regular attendance at the Tralee office. The role involves delivering exceptional IT-related customer service support to end users primarily located in North America and EMEA regions.

The successful candidate will report to the Call Centre Lead, playing a vital role in troubleshooting IT issues with precision and calmness under pressure. The candidate must be proactive, reliable, adept at learning swiftly, and capable of working well independently as well as in team settings, exhibiting strong communication and observation skills.

Key Responsibilities

• Delivering internal end-user support via phone, Microsoft Teams, and ServiceNow platforms.
• Handling IT-related inquiries efficiently and managing service tickets from initiation to resolution.
• Supporting major incident management processes and serving as a primary IT contact within the business.
• Contributing to various IT projects and initiatives, including preparing and updating knowledge articles.
• Providing assistance to application teams during projects, queries, and issues.
• Participating in scheduled build and test weekends, as well as rotation-based weekend on-call support.
• Providing on-site desktop support and managing IT asset inventory.
• Collaborating with teams on process improvements and automating repetitive manual tasks to enhance efficiency.

Skills and Experience Required

• Ability to quickly understand and apply new concepts along with a strong desire to learn.
• Self-motivated with capability to operate independently while also following team guidance.
• Excellent attention to detail combined with robust analytical and problem-solving skills.
• Experience working in collaborative, team-oriented environments.
• Proficiency in managing multiple systems and working in a fast-paced setting.
• Strong verbal and written communication skills, including technical documentation expertise.
• A customer-first attitude supported by empathy, patience, and active listening.
• Capability to prioritize effectively under pressure.

Preferred Qualifications and Experience

• Prior experience in IT helpdesk or call centre environments.
• Familiarity with ITIL service delivery frameworks.
• Knowledge of Citrix or virtual desktop technologies and Windows 11 OS.
• Experience working with ServiceNow and Microsoft Office 365 applications.
• Understanding of Active Directory and remote support tools.
• Ability to troubleshoot hardware issues; knowledge of Apple Mac, iPad, and iPhone support is advantageous.
• Foreign language skills such as French, German, or Japanese are considered a plus.

Work Schedule and Conditions

The role operates on a shift rotation basis, covering 7.5 hours daily between 7:00 AM and 10:00 PM Monday through Friday, with occasional planned weekend (Saturday) work. SMBC maintains a hybrid working model, requiring proximity to the office for on-site attendance, with details discussed during the interview stage. Reasonable accommodations are provided for candidates with disabilities.