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Incident Triage & Service Desk Administrator

Redfaire is recruiting an Incident Triage & Service Desk Administrator

Redfaire is a fast-growing, international technology company headquartered in Limerick City. Redfaire implements, optimises and supports users of Oracle ERP.  Our goal is to transform the way our clients do business by developing and implementing IT solutions that create value, drive innovation, and reduce overall costs.

We are problem solvers and trusted advisors and are committed to developing long-term, mutually beneficial partnerships with our customers. Our customers work in many industries and range from, large-scale multinationals to ambitious SMBs. What our customers have in common is the strategic use of technology to build a sustainable competitive advantage.
 

Description 

Based in our Limerick headquarters, this role will have the simple mandate of supporting continued improvements in our customer service.  The Incident Triage and Service Desk Administrator will provide a critical 1st line ‘touch’ and will qualify that our technical and application support consultants have all of the necessary information and understand the business impact caused.  The role will also re-negotiate the incident priority with the customer where it is felt that the impact and urgency should be questioned.  The role involves significant end-user communication and acts as a service provider to external and internal customers alike.


Responsibilities: 

Key responsibilities include: 

  • Provide first line support to our customers to ensure service level agreements expectations are set.
  • Understand the different support contract types & corresponding response and resolution times.
  • Ensure incoming support requests to our incident management portal have all the necessary information, contacting the customer for clarification when required.
  • Assign support requests to the appropriate support teams based on information received from the customer.
  • Monitor tickets to ensure they are picked up by consultants within the agreed timeframes by engaging with the consultants and helping them with customer communications where required.
  • Respond to telephone calls from customers and ensure appropriate follow up.   
  • Raise new support tickets based on information received from customers or update existing tickets.
  • Proactively escalate to the customers Service Manager / Service Delivery Director where tickets are likely to breach SLA.
  • Contribute to customer database by checking contact details and updating where appropriate.
  • Provide training and supporting documentation to users of the incident management portal.
  • Configure the incident management portal for customers and users.
  • Ensure any new functionality or features are assessed in the context of Redfaire’s requirements.
  • Manage any reporting requirements related to the incident management tool.
  • Support the ISO Manager with the collation of data prior to audits and documentation relating to audits.
  • Understand the audit process to support the lead auditor in audits and be able to respond to ISO questions.
  • Conduct ISO induction training to new employees.
     


Qualifications

  • Relevant 3rd level qualification or equivalent.
  • Excellent communication skills, both verbal & written.
  • Technical competence with proven broad analytical skills.
  • Ability to work independently under one’s own initiative whilst being part of a team.
  • Proven ability to be adaptable and to respond to constantly changing demands.
  • Ability to work under pressure & to prioritise.
  • Recognise the importance of customer service and strive to deliver high standards.
  • Working knowledge of Microsoft products such as Word, Excel, Powerpoint, Outlook.  
  • Knowledge of Oracle or ERP systems, in general, would be desirable but not essential.

How to Apply

Please send your CV to careers@redfaire.com

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