Customer Service Advisor

Fexco Managed & Advisory Services are seeking Customer Service Advisors (IT Service Desk Technicians) to join our outsourcing division on a full‑time, permanent basis, working weekends only. These positions offer flexibility, with the option to work fully onsite or in a hybrid model (2–3 days per week onsite) from our Kerry offices located in Killorglin.

Please note: This is a weekends‑only role, and successful candidates must be available for the initial training period, which will take place over 3 weekdays and 2 weekend days for 3 weeks.

The IT Service Desk Technician is the first point of contact for all technical support requests across the organization. This role is ideal for someone who enjoys solving problems, supporting users, and keeping technology running smoothly. You’ll handle incidents, service requests, troubleshooting, and escalation while delivering a friendly, efficient support experience.

Key Responsibilities

• Provide first‑line technical support via phone and ticketing system
• Diagnose and resolve hardware, software, and network issues for end users
• Log, track, and manage incidents and service requests
• Install, configure, and maintain laptops, desktops, mobile devices, and peripherals
• Support Microsoft 365, Windows OS, VPN, and common business applications
• Escalate complex issues to Level 2 teams when necessary
• Maintain accurate documentation, knowledge base articles, and asset records
• Assist with onboarding/offboarding tasks, including account setup and provide technical support
• Follow IT policies, security standards, and service-level agreements (SLAs)
• Contribute to continuous improvement of service desk processes and user experience

Preferred Skills & Experience

• Previous experience in a service desk, helpdesk, or technical support role
• Strong troubleshooting skills
• Experience with ticketing/ITSM tools (e.g., ServiceNow, Jira)
• Excellent communication and customer service skills
• Ability to prioritize tasks in a fast‑paced environment
• Strong attention to detail and documentation habits