Job DescriptionSupport the Team Leaders in monitoring service levels to ensure performance targets are achieved.Address incidents and problems escalated by customers via telephone and email.Complete ticket logs as part of the resolution process for all queries, ensuring specific required fields are filled in detail.Maintain a thorough understanding of SOPs and scripts.Serve as the first line of support for customers regarding equipment and software issues.Escalate technical issues to third-level support clearly and promptly.Liaise with third-party providers and hardware support engineers when necessary.Resolve IT issues both locally and remotely across multiple contracts.Report the progress of various tasks to clients, Team Leaders, and the Help Desk Manager.Manage client complaints in accordance with company procedures or refer them to appropriate staff for investigation.Handle confidential information securely and in compliance with Records Management and Data Protection policies.Immediately report any serious discrepancies, security breaches, or data breaches to the Operations & Quality Supervisor, who will initiate necessary follow-up actions.Stay up to date with all training requirements in line with SGS Policy & Procedures.Perform duties related to other SGS Group activities in Ireland, including client site visits and supporting internal staff training as needed.Ensure full compliance with the Company's Code of Integrity & Professional Conduct and consistently demonstrate behaviors aligned with SGS Equality & Diversity policy.QualificationsLeaving Certificate and/or FETAC Level 5 skills certificate or higher.A minimum of 1–2 years of experience working in a call center or IT-related industry.A third-level or IT qualification is beneficial but not essential.Role Requirements:The position requires a dedicated and experienced Customer Service / IT Support Agent.A background in providing technical assistance to end-users is highly advantageous.Fluency in both written and spoken English is essential for telephone support.Strong analytical and problem-solving skills are required.Candidates must be able to work independently and as part of a team.Excellent attention to detail is necessary, even under tight deadlines and service level requirements.Microsoft or other technical certifications are a plus.A valid EU work visa or eligibility to work in Ireland is required.Excellent oral and written communication skills are essential.Occasional travel to alternative company offices may be required for business or technical purposes.Operational Hours:Monday to Friday: 07:30 – 18:00 (rotational shift).Saturday: 08:00 – 12:00 (on a rotational shift).