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  • DUBLIN 2
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  • Job reference number:15185080
  • Client ID:RI/JO-1611-343728
  • Posted on:10-JAN-2017
  • Location:WATERFORD
  • Job type:PERMANENT

We are excited to announce that we have a vacancy for a Service Desk Supervisor FRENCH speaking in Waterford.

We are looking for a Service Desk Supervisor (French) to assist the Service Desk Operations Manager with the day to day running of the Desk.

Key Tasks:

  • Liaise with management to oversee the fulfilment of daily tasks and demonstrate appropriate sense of urgency for email response times and phone service levels.
  • Being involved in the recruitment and training of the team
  • Coach & mentor agents to ensure they meet the required performance standards, implement personal development plans where appropriate
  • Create a high performing team who effectively contribute to an outstanding customer experience
  • Assume full ownership of the teams’ results by measuring performance, providing feedback and holding Service Desk agents accountable for their work
  • Deputising for Service Desk Manager
  • Conduct monthly 1 to 1’s with team members
  • Communicate effectively in both one to one and group sessions, also being able to give and receive feedback.
  • Manage complaints, queries and any other correspondence required within the team efficiently and effectively.
  • Identify, research and push for resolution on technical issues affecting internal and external customers.
  • Continually support the communication and training of new services and/or partake in continuous improvement projects on an on-going basis.
  • Maintain a positive and professional demeanour and portray the company in a positive light.
  • Provide after hours on-call support for the Service Desk on a rotational basis.
  • Embrace differences, encourages diversity and changes within the Service Desk.
  • Be available to provide Service Desk back-up in situations including absence cover, BCP and rollouts.


Certificate/FAS Course. Ideally, MCP/CNE & ITIL v3 Foundation.

Previous Supervisory experience.

  • Collaborates effectively
  • Customer Centric focus
  • Thinks strategically
  • Solution orientated
  • Assertive decision maker
  • Aptitude for people and talent management
  • Demonstrates clear and professional communication skills
  • Experience working with high performing teams
  • Proven ability to work effectively to tight deadlines in a fast-paced environment.
The ideal Service Desk Supervisor should be a quick learner who is decisive and has the ability to multi-task. They should be enthusiastic and self-propelled as well as a good team motivator.

For more information or to be considered for this role please contact Jenine on 051 5111 81 or

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