Service Desk Agent (English) – 1 Year Contract

About the role

Sun Life is looking for a Service Desk Agent to join its award‑winning Service Desk in Waterford on a one‑year contract. You will provide first‑line IT support to Sun Life employees worldwide, delivering exceptional customer service in English.

Key responsibilities

• Respond to inbound calls and tickets, handling password resets, software installations on laptops and mobile devices, and other routine IT issues.
• Diagnose and resolve more complex technical problems, escalating when necessary.
• Work collaboratively with the IT support team to develop proactive solutions that minimise downtime.
• Maintain accurate records of incidents and resolutions in the ticketing system.
• Participate in a structured 6‑week training program and ongoing coaching to build technical confidence.

Required profile

• Strong communication skills in English; French is a plus.
• Enthusiastic about helping colleagues and solving puzzles.
• Comfortable working in a diverse, inclusive team environment.
• Willingness to learn and develop IT support competencies.

Required skills

What we offer

• Comprehensive training and mentorship during the first weeks.
• Opportunity to work with a global client base.
• Supportive team culture focused on personal growth.