Call Handler

Call Handler

Securitas Technology Ireland

Location: Ballymount / Dublin

About Securitas Technology

Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect and optimise organisations of all types and sizes. We're proud to serve as a trusted adviser and integrator, helping organisations across the globe implement smarter, innovative and seamless security solutions. Our 13,000+ colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience.

At Securitas Technology, we believe in celebrating our differences and creating a supportive environment where all voices are welcomed, appreciated and represented. Here, our colleagues are empowered to think big, fail fast, and push the boundaries of innovation. As a purpose-led organisation, we aspire to make a difference every day, and we're looking for the best and brightest to join our team.

Purpose

We are seeking a diligent and customer-focused Service Desk Call Handler to join our busy team. The successful candidate will be the first point of contact for customers reporting issues or requesting service for their electronic security systems. You will be responsible for accurately logging service requests, managing planned maintenance schedules, and coordinating effectively with our team of skilled field engineers to ensure timely resolution and adherence to service level agreements (SLAs).

Major Responsibilities

• Answer incoming service calls and respond to service-related emails from customers in a professional and timely manner.

• Accurately log all service requests and customer interactions into the service desk management system, ensuring all necessary details (customer information, site details, system type, fault description) are captured.

• Prioritise incoming service calls based on urgency, contractual SLAs, and established procedures.

• Dispatch field engineers efficiently for reactive service calls, considering engineer location, skills, and workload.

• Schedule and coordinate planned maintenance visits for customer sites, liaising with customers and engineers to find suitable dates and times.

• Manage and update engineer diaries and schedules in real-time, adapting to changing priorities and unforeseen circumstances.

• Monitor the service desk queue to ensure calls are progressing within target response times.

• Proactively communicate with customers to provide updates on the status of their service requests, estimated times of arrival for engineers, and resolution details.

• Ensure all service calls are managed from initial logging through to completion and closure in line with company processes and customer SLAs.

• Escalate complex or critical issues to the appropriate technical support or management teams when necessary.

• Maintain accurate and up-to-date customer and site information within the service desk system.

• Generate basic reports on call volumes, response times, and engineer activity as required.

• Work collaboratively with field engineers, sales teams, and other internal departments to ensure a seamless customer experience.

• Handle customer queries, feedback, and complaints with empathy and professionalism, seeking resolution or escalating as needed.

• Potentially provide basic remote troubleshooting steps to customers where appropriate and documented.

• Participate in team meetings and contribute to discussions on service desk performance and process improvements.

• Contribute to maintaining a positive and efficient working environment within the service desk team.

• Adhere to all company policies, procedures, and health and safety guidelines.

Experience & Knowledge

• Proven experience in a customer service or service desk environment.

• Excellent communication skills, both verbal and written.

• Strong organizational and time management skills, with the ability to multitask and prioritize effectively in a fast-paced environment.

• Proficiency in using computer systems and software, including service desk or ticketing systems.

• Ability to work accurately and with attention to detail.

• Ability to work independently and as part of a team.

Skills and Competencies

• Previous experience working within the electronic security industry or a similar technical service environment.

• Familiarity with electronic security system terminology (e.g., intruder alarms, CCTV, access control).

• Experience with specific service desk software platforms CASH by Mentor, Microsoft Excel, Microsoft Teams

• Customer-focused with a genuine desire to help.

• Proactive and takes initiative.

• Resilient and able to work under pressure.

• Reliable and punctual.

• Adaptable and open to learning new systems and processes.

Why Join Us?

Our People Promise - Securitas Technology EVP

Join a values-driven, diverse, and inclusive workplace. We offer clear career pathways, growth opportunities, recognition for achievements, and a global, collaborative team. You'll do purposeful work that makes the world safer, with support for innovation and sustainability.

As part of our EVP, we offer:

• Career pathways and growth opportunities

• A global, values-driven team

• Recognition for achievements

• Inclusive, collaborative culture

• Purposeful work that makes the world safer

• Support for innovation and sustainability

Securitas Technology is committed to diversity and is an equal opportunity employer; all qualified applicants are welcome.

Security Vetting

As part of our commitment to compliance and customer trust, all employees undergo security vetting. By applying, you confirm that you are willing and able to meet these requirements.Be part of something bigger. Build your future with Securitas Technology.