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 Ireland.
- Benefits: Enjoy competitive salary, bonus scheme, 36 days annual leave, and private healthcare.
- Other info: Dynamic team culture focused on growth, learning, and collaboration.
- 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, with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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
Who we are… At Wellington IT we provide the most successful range of Credit Union software in Northern Ireland/Ireland, currently moving billions each year and managing funds for more than 1 in 4 people. Our customers use our software to power every aspect of their financial services business from savings and loans, through to business intelligence, online banking, mobile apps, debit card services and ATMs.
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: Wellington Computer Systems
Wellington IT is an exceptional employer, offering a vibrant work culture in Belfast or Dublin that prioritises employee growth and development. With a commitment to continuous improvement, competitive salaries, and generous benefits including 36 days of annual leave and private healthcare, we empower our team members to thrive while delivering top-notch technical support to our valued customers in the financial services sector.
Contact Details:
Wellington Computer Systems Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Helpdesk Analyst Tier 1 in Belfast
✨Tip Number 1
Get to know the company inside out! Research Wellington IT and their software offerings. This will help you tailor your responses during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers directly, being able to explain technical issues in a clear and friendly manner is key. Try role-playing common scenarios with a friend or family member.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Wellington IT.
We think you need these skills to ace IT Helpdesk Analyst Tier 1 in Belfast
Some tips for your application 🫡
Show Your Customer Service Skills:When you're writing your application, make sure to highlight any experience you have in customer service. We want to see how you've handled queries and resolved issues in the past, so share specific examples that showcase your skills!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate a well-structured application that makes it easy for us to see your qualifications and experience.
Tailor Your Application:Make sure to tailor your application to the IT Helpdesk Analyst role. Mention relevant skills and experiences that align with the job description. This shows us that you’ve done your homework and are genuinely interested in the position!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Wellington Computer Systems
✨Know Your Tech
Brush up on your technical knowledge, especially around IT Helpdesk processes and common issues. Be ready to discuss troubleshooting methods and any relevant experience you have with CRM systems or retail banking IT infrastructure.
✨Customer Service Focus
Prepare to showcase your customer service skills. Think of examples where you've successfully resolved customer queries or improved their experience. Remember, it's all about demonstrating that you're customer-centric and can handle various situations with a positive attitude.
✨Practice Active Listening
During the interview, practice active listening. Make sure to fully understand the questions being asked before responding. This will not only help you answer more effectively but also show that you value clear communication, which is key in this role.
✨Show Your Team Spirit
Wellington IT values teamwork, so be prepared to discuss how you've collaborated with others in past roles. Share specific examples of how you contributed to team success and how you can bring that same energy to their Helpdesk team.
