Call Centre Representative

This is a hybrid role, requiring the successful candidate to attend our Tralee office.

Role Description

SMBC is seeking an Call Centre Representative to join an energetic Global team in our Tralee office. The successful candidate will report to the Call Centre Lead in the Tralee office. The overall role is to provide high-end quality customer service to our end-users located in North America and EMEA, assisting them their IT related issues and queries.The ideal candidate will be diligent, reliable, quick to learn and calm under pressure with a logical, methodical and accurate approach to troubleshooting issues and supporting the business. Ability to take direction as part of a team and confident to apply themselves individually in line with team ethos. Excellent observation skills, telephone skills and communication both verbal and written are vital.The individual will participate in the daily administrative details and will possess a process-oriented mind set. This role requires effective communication skills and will liaise with all levels across the company. The role involves working as part of a team in a Multinational Financial Services Company. Current hours of support begin at 7am through until 10pm Monday – Friday, working 7.5 hours each day on a shift rotation basis which changes each week. Occasional, planned, Saturday weekend work. We are a global support team and are open for business as usual for other regions during our bank holiday dates.

General Duties and Responsibilities

Providing internal end user support through various channels (Phone, Teams, Service Now)

Taking IT related calls from end users

Managing a Self-Service ticket queue

Logging & managing these tickets through to resolution

Supporting the Major Incident process

Primary IT Contacts for the business

Work with and support ad-hoc IT initiatives / projects

Prepare and update Knowledge Articles as required

Supporting Application teams with their Projects, queries and issues

Supporting during build and test weekends during the year (Scheduled test weekends)

On Call Rotation (Weekend)

On Site Desktop Support

IT Asset Management

Working with teams on process improvement (lean) ideas and assisting with automation to reduce manual work.

Essential Skills

Able to grasp new concepts quickly and efficiently

Willingness to learn

Highly self-motivated and ability to work on own initiative as well as under direction

Excellent attention to detail and proven analytical and problem-solving abilities

Experience working in a team-oriented, collaborative environment

Experience in working in a fast-paced environment, using multiple systems for their current role

Excellent written and oral communication skills including strong technical documentation expertise

Strong customer service orientation

Good interpersonal skills including empathy with users, active listening, patience and understanding

Ability to effectively prioritise and execute tasks in a high-pressure environment

Role Objectives: Expertise

Demonstrate understanding of device reporting tools to aid in issue triage and identification. Display familiarity with the functionality of user applications to understand where issues may occur. Possess knowledge of end-user hardware to be able to repair and replace faulty components. Show familiarity with the reporting tools and procedures for various back-end systems to aid in the creation and running of periodic reviews.

Desirable Experience

Previous IT Helpdesk experience and/or call centre experience.

Knowledge of ITIL service delivery best practices

Citrix/virtual environments.

Windows 11

Service Now

An understanding of MS Office applications/O365

An understanding of Active Directory

Remote Support Tools

Troubleshooting Hardware issues

Knowledge of Apple Mac/iPad a plus

iPhone user support

Foreign language skills (French, German, Japanese) a plus.