Job Summary:
In a nutshell – you will provide efficient, professional and effective technical customer support in response to customer issues and queries. You will get the opportunity to work in a close-knit team with lots of support and attention so the learning will be second to none. As a small company, the environment is fun, down to earth and inclusive and every role, regardless of level is important so you can really make your mark. Whilst enjoying all the fun of a small company, being part of a much larger global business means that you will gain the experience of a much larger corporate business due to the level of reporting and involvement we have with our parent Company.
Job Description :
Who we are…
At Wellington IT, we pride ourselves on developing groundbreaking products that transform Credit Unions and enhance the lives of their end-users. We are a strategic partner for Credit Unions and the only provider in Ireland that designs, develops, and supports both innovative Credit Union software and fully managed IT services to the industry.
Your Mission…
As an IT Help Desk Analyst, your mission is to deliver exceptional technical support by swiftly diagnosing customer issues, conducting thorough preliminary research, and ensuring accurate documentation through our ticketing system. You are the first line of resolution—resolving queries on first contact where possible, or efficiently escalating them when needed. With a strong focus on customer experience, you communicate clearly and professionally, identify recurring issues, and collaborate closely with the Helpdesk Team Lead to meet KPIs and SLAs. Your role also includes contributing to implementation projects and continuously enhancing service quality through proactive problem-solving and a deep understanding of IT systems and the Credit Union environment.
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.
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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
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 Have To Offer
- Bonus Scheme
- Annual leave (36 days Including your birthday off)
- Training & Development (Internal & External)
- Market leading workplace pension
- Private Healthcare Scheme – AXA (UK) Laya (ROI)
- Enhanced Maternity leave
- Hybrid Working
- Flexible start / finish times
- Family related benefits
- Health & Wellbeing benefits
Worker Type:
RegularWe reserve the right to enhance the criteria as necessary to facilitate the shortlisting process