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Service Operations Executive

SIRO is a wholesale broadband provider, with 16 retailers selling our services. This role will primarily focus on management of inbound customer related queries and non-standard orders placed across the 27 SIRO Points of Interconnect (POIs) across the country. A driven individual who has a good attitude to their work will thrive in this environment.

SIRO Service Operations are responsible for delivering an in-home service which allows our retail partners to connect the end customer to the internet. This has key responsibility for delivering and improving Customer Experience through the day to day management of the Service Operations activities.

Key Objectives / Accountabilities:

  • Providing Tier 1 support in a friendly, customer oriented manner
  • Understanding customers’ needs and troubleshooting their issues in a clear, concise manner
  • Logging, tracking, prioritising and ownership of all reported issues, ensuring the accuracy of the information captured and the resolution of the issue to the customers satisfaction
  • Responsible for timely follow-up on outstanding issues and escalating issues when required
  • Comfortable with Microsoft Excel, pivot tables, clashing multiple data sources to find insights
  • Identify common problems, developing and applying solutions consistently
  • Working with other SIRO and supplier teams to triage and resolve outstanding issues
  • Ensuring Customer Experience is front and centre of every interaction


  • Quick learner who has the ability to multi-task
  • Enthusiastic and self-propelled as well as a good team contributor
  • Proficiency in MS Office Applications
  • Service Excellence focus
  • Collaborates effectively
  • Solution orientated
  • Demonstrates clear and professional communication skills
  • Team oriented

Key success criteria:

  • Experience working with ITIL or an understanding of the framework
  • Experience of service desk functions
  • Proven ability to manage large volume activities, across multiple work streams
  • Excellent communication skills
  • Experience of incident and request management
  • Demonstrable experience of explaining technical issues, to both technical and non-technical audiences
  • Ideally has experience of working in a front-line support, first-line support, or Service Desk environment
  • Ability to plan and execute basic analysis and/or investigation
  • Demonstrates a professional and specialist culture, with a focus on accuracy of output
  • Identifies and interprets a range of information to make judgements
  • High integrity and strong work ethic
  • Comfortable communicating with our customers through all channels

SIRO & Equality

SIRO believes in equality for all. We strive to create a workplace that is diverse and mirrors the customers, community, and colleagues that we serve. We encourage, support, and celebrate our differences and foster an environment where everyone feels empowered to bring their full authentic selves to work.​ We offer a range of family friendly, inclusive employment policies, flexible working arrangements, colleague engagement forums, and services to support staff from different backgrounds.

If you need assistance or an accommodation due to a disability, please contact us at 087-3918042