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Service Desk Analyst Assistant

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  • Image for Employer
    FOCUSPHERE LTD t/a HCS BUSINESS SOLUTIONS
  • Image for Job Ref
    Ref: #WPEP-2414302
  • Image for Location
    4B Cleaboy Business Park, Old Kilmeaden Road, Waterford, Co. Waterford, X91 E9NT
  • Image Position
    No of positions: 1
  • Image Part Time
    Work Placement and Experience Programme
  • Image Hours per week
    As per WPEP guidelines
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    Work Placement Experience Programme
  • Image for Published
    Published On: 01 Oct 2025
  • Image for Closing
    Closing On: 26 Nov 2025

This Work Placement Experience Programme provides Participants with an opportunity to gain meaningful work experience, learning and training while on the programme. This programme is for jobseekers who are in receipt of qualifying social welfare payments and those transferring from a social welfare scheme or an ETB Training Allowance. Your eligibility for this programme will be verified by the Department as part of the application process. 


As part of the call management process, the participant will learn to log calls in the IT Service Management system and learn to provide support to the Company’s support contract customers. The Participant will be trained and gain practical experience in; Handling calls in the call management process ie. record, diagnose, track and closes calls to the helpdesk.  Logging calls in the PSA systems effectively by capturing all relevant information & requests, in relation to symptoms, priority, and contacts.  Call escalation handling and routing calls to the next level of support according to procedures.  Dealing with end customers through providing status calls to the customer at regular intervals and give updates on progress on resolving calls according to procedures.  SLAs and working within agreed target resolution times to resolve each call depending on the priority and customer SLA.  How to provide user support to customer’s via phone, email and web.  How to manage a workload and ensuring that all calls assigned are up-to-date and accurate at all times. 
This is a training and work experience opportunity; no prior experience in this role is necessary. Accredited and/or sector recognised training will be provided to support your placement. Participants are eligible to participate in the WPEP QQI Work Experience Module which was developed by the Education & Training Boards in collaboration with the Department of Social Protection. This optional module will fulfil your accredited training requirements for the WPEP. 
 
Formal Training:
Be trained to resolve customer problems using "Teamviewer" remote diagnostic tools. 
Training in Company telephone systems to enable the participant to deliver telephone support directly to customer end-users. 
As a member of a 20 person technical team, the participant will be trained in company processes and procedures. 
ISO9001 training and induction
GDPR
Information Security
Process-related courses as part of the induction process under ISO9001 and ISO 27001 

Informal Training:
N-ABLE Remote monitoring 
Management system courses 
Fortinet courses and exams NSE1,2 and 3. 

On completion, the participant will be trained to deliver Level 1 technical support and will be ready to take up employment in a service desk environment. For additional information: Please contact; Finn Grant, fgrant@hcs.ie, Director, Focusphere Ltd t/a HCS Business Solutions.
  • Sector:

Career Level

  • Not Required

Candidate Requirements

Essential

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