At a Glance
- Tasks: Provide top-notch technical support and troubleshoot customer issues via phone, email, or web.
- Company: Join Wellington IT, a leader in Credit Union software in Northern Ireland and Ireland.
- Benefits: Enjoy competitive salary, 36 days annual leave, hybrid working, and private healthcare.
- Other info: Dynamic team culture focused on growth, learning, and continuous improvement.
- Why this job: Be the first point of contact for customers and make a real difference in their experience.
- Qualifications: Experience in IT Helpdesk or customer service roles, with strong communication skills.
The predicted salary is between 30000 - 40000 € per year.
Job Summary: In a nutshell – you will provide subject matter expertise along with efficient, professional and effective technical customer support in response to customer issues and queries.
Role Location: Belfast or Dublin
Your Mission: To work as a member of our IT Helpdesk, serving as the initial point of contact for customer queries or issues via phone, email, or web, and providing effective troubleshooting and resolution support.
Key Responsibilities (Including, but not limited to):
- Diagnosing Customer technical issues; gathering the necessary information and performing standard, preliminary research using all relevant available resources
- Documenting and updating Customer queries or issues in ticket management system and tracking incidents through to resolution/escalation
- Identifying potential problems (via information gathering, ticket trends, etc.) and communicating information to Helpdesk Manager in a timely manner
- Communicating with Customers in a clear, positive and professional manner
- On occasion, joining our implementation teams in delivering projects including spending time on client site as applicable
- Working very closely with the Helpdesk Team Lead to ensure the support team is delivering to agreed KPIs and SLAs
- Performing any other reasonable duties as required by Management
Skills & Experience:
- Experience in an IT Helpdesk or Credit Union role providing technical or problem resolution
- Experience resolving Customer requests on the first contact where possible and where not, ensuring we action the request to the right team.
- Proven Customer Support/Service experience or experience as a Client Service Representative
- Track record of delivering “Best In Class” Customer Experience
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of situations
- Excellent written and verbal communication skills
- Ability to multi-task, prioritise, and manage time effectively
- Familiarity with Microsoft Suite of Applications (Word, Excel etc.)
- Experience of diagnosing and solving problems
- Currently holds independent right to work in Ireland and/or UK
- Knowledge of our experience with the Credit Union market
- Good understanding of retail banking IT systems infrastructure
- Experience in retail banking/credit union operations
- Experience in the use of SQL
- Familiarity with Oracle forms would be an advantage
- Basic coding in Linux or command prompt would be beneficial
Competencies:
- Integrity
- Energy & Drive
- Initiative
- Domain Expertise
- Resilience
- Execution
- Customer Centric
- Team Building
Wellington IT Culture & Values:
- Commitment – We are committed to the success of our colleagues and customers
- Teamwork - We do amazing things when we work as a team
- Respect - We value and seek everyone’s contribution
- Honesty - We are open and honest in everything we do
- Positivity - We embrace and inspire positivity in each other
- Leadership - We lead by example with our words, our actions and results
What We Offer:
- Competitive base salary
- Bonus Scheme
- Annual leave (36 days incl your birthday off)
- Training & Development (Internal & External)
- Market leading workplace pension Schemes
- Private Healthcare Scheme - AXA, UK & Laya ROI
- Enhanced maternity leave
- Hybrid Working
- Flexible start / finish times
- Family related benefits
Wellington IT is an Equal Opportunities Employer.
IT Helpdesk Analyst Tier 1 in Belfast employer: Cprvision
Wellington IT is an exceptional employer, offering a vibrant work culture that prioritises teamwork, respect, and continuous improvement. With competitive salaries, generous annual leave, and extensive training and development opportunities, employees are empowered to grow their careers while enjoying a healthy work-life balance through hybrid working and flexible hours. Located in Belfast or Dublin, Wellington IT not only provides a supportive environment but also plays a crucial role in the financial services sector, making your contributions impactful and meaningful.
StudySmarter Expert Advice🤫
We think this is how you could land IT Helpdesk Analyst Tier 1 in Belfast
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend local meetups or online webinars. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Remember, confidence is key, so show them what you've got!
✨Tip Number 3
Tailor your approach! Research Wellington IT and understand their culture and values. When you apply through our website, make sure to highlight how your skills align with their mission and customer-centric focus.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace IT Helpdesk Analyst Tier 1 in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Helpdesk Analyst role. Highlight relevant experience, especially in customer support and technical troubleshooting. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it professional but let your personality show through.
Showcase Your Communication Skills:Since you'll be dealing with customers, it's crucial to demonstrate your excellent written communication skills. Make sure your application is clear, concise, and free of errors. We love attention to detail!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role there!
How to prepare for a job interview at Cprvision
✨Know Your Tech
Brush up on your technical knowledge related to IT Helpdesk roles. Be prepared to discuss common troubleshooting steps for issues you might encounter, especially those relevant to the Credit Union software. Familiarity with CRM systems and Microsoft applications will definitely give you an edge.
✨Customer Service is Key
Since this role revolves around customer support, think of examples where you've provided excellent service. Prepare to share how you handled difficult situations or resolved issues on the first contact. Highlight your active listening skills and ability to communicate clearly and positively.
✨Show Your Problem-Solving Skills
Be ready to demonstrate your problem-solving abilities. You might be asked to walk through how you would diagnose a technical issue. Practise explaining your thought process clearly, as this will showcase your analytical skills and your approach to troubleshooting.
✨Embrace the Company Culture
Familiarise yourself with Wellington IT's values like teamwork, respect, and positivity. During the interview, reflect these values in your answers. Show that you’re not just a fit for the role but also for the company culture, which can make a big difference in their decision-making.
