Contact Centre Administrator

Location: Hybrid / Dublin, Ireland
job type: Permanent / Full-time
Sector and subsector: Corporate Services IT
Salary: Negotiable salary

Overview

At Viatel Technology Group, we know that great technology is important, but it's the people behind it that make the real difference.

For more than 26 years, we've helped organisations across Ireland get the most from their technology through communications, cloud, networking, cybersecurity, and digital services. Our role is simple: to take the complexity out of technology so our customers can focus on running and growing their businesses.

Today, more than 300 people work across the Viatel Group, bringing expertise, teamwork, and a customer-first mindset to everything we do. We're proud to have been recognised as a Deloitte Best Managed Company and Guaranteed Irish Technology Company of the Year 2024.

We're committed to building a workplace where people feel supported, valued, and trusted to do their best work. We welcome different perspectives, invest in learning and development, and create opportunities for people to grow their careers.

If you're looking to join a company that values its people as much as its customers, we'd like to hear from you.

Our Values

• Customers Love our Service
• Excellence is our Mantra
• Trust is our Force Multiplier
• We Care Deeply

The Role

To support an active IT support service desk to our managed services clients. The contact Centre Administrator is the first point of contact for our clients and an essential role to ensure that calls are prioritised according to Service Level Agreements (SLA). This role will ensure SLA adherence, internal information systems support and development, incident management and reporting.

Key Responsibilities

• Ensure calls are logged accurately and efficiently, recording contact and issue information with attention to detail.
• Triage, prioritise, and assign service tickets to appropriate technicians based on urgency and skill level.
• Identify recurring issues and proactively escalated them to the Technical Team Leaders and Service Desk Manager for resolution.
• Manage customer and internal queries regarding the Service Desk, providing timely and professional responses, and escalating when required.
• Ensure compliance with Change Management processes for clients, including handling requests such as New Starter, Leaver, Change Request, and Access Requests.
• Monitor ticket progress closely, ensuring timely resolution of issues within defined service level agreements (SLAs).
• Capture chargeable work accurately and invoice following the Service Desk Manager's approval.
• Assist in creating and updating documentation for internal processes.
• Manage stock effectively by planning, monitoring, and maintaining agreed stock levels for gold clients.
• PSA Administration & Reporting.
• Coordinate the scheduling of callouts and preventative maintenance.
• Other duties as required.

Qualifications and Experience

• 2-3 years' experience of working in a fast-paced service desk/call centre environment
• Ability to handle high volume of calls.
• Excellent analytical / problem solving skills.
• Effective communication and collaboration across technical and non-technical teams.
• ITIL Certified - or relevant experience.
• Knowledge of data analytics and reporting.
• Self-motivated and enthusiastic.
• Good organisational skills and strong attention to detail.
• Health Insurance Contribution
• Pension (company matched up to 5%)
• Cycle to Work
• Discounted Broadband
• Income Protection
• Death in Service
• Maternity/Paternity Benefit

This job description is a summary of the typical functions of the role, not an exhaustive or comprehensive list of possible role responsibilities, tasks and duties and is subject to review.