First Line Support

Purpose of the Role

Responsible for answering, commenting and replying to Support Desk inquiries. Support Desk is the first level of support, and response for clients. Some issues will be resolved by First Line support, those that cannot be resolved will be investigated and escalated to 2nd line support for further investigation. Clients will be regularly updated on progress in line with SLA’s.


Key responsibilities

  • First level support for PSI software and supported hardware incidents
  • Entering incidents and requests received via telephone in the Support Desk application (Freshdesk)
  • Reviewing the Support Desk application (Freshdesk) for tickets generated via email/portal, accepting ownership and attempting a resolution
  • Manage/prioritise own workload to ensure tickets are resolved or escalated within SLA’s
  • Where possible attempt to resolve issue on first contact
  • If not resolved obtain all information to replicate and escalate to level 2 support
  • Remote User assistance using MDM software (SOTI)
  • Assist Client Services with delivery of new software/products
  • Provide out of hours support when required


The Candidate

Core Requirements

  • Dynamic self-starter with broad technical background
  • Ability to manage and prioritise own workload
  • Effective communication skills with clients and colleagues
  • Highly proficient in written and spoken English
  • Existing rights to reside and work in Ireland

Desired Experience

  • Previous work in a customer service environment
  • Experience in an end user based environment.

Personal Characteristics

  • Ability and enthusiasm to work independently while practicing constant collaboration with colleagues.
  • Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.
  • Constructive and creative problem solver
  • Ability to cope with and respond positively to change
  • Strong interpersonal skills
  • Excellent communication & presentation skills
  • Desire to take on new skills/challenges


Bracken Road, Sandyford Industrial Estate


Please send your CV and cover note to