Job Title: Service Desk Analyst
Location: Dublin 1
Job Type: Contract - 12 Months
Work Type: Onsite
Role Type: First Line Technical Support
Overview of Role
Our client requires a Service Desk Analyst to provide first line technical support to internal staff, handling IT-related issues through analysis, diagnosis, and resolution. The role involves ownership of support tickets, adhering to SLAs, troubleshooting hardware and software, performing system security checks and backups, and providing occasional technical training.
Role & Responsibilities:
- Take full ownership and responsibility for allocated support tickets ensuring prompt and professional resolution.
- Adhere strictly to SLAs when handling customer tickets and calls.
- Install, configure, and troubleshoot IT-related software and hardware.
- Identify anomalies at customer sites, raise service tickets, and trigger escalation procedures.
- Perform routine system security checks, backups, and produce status reports.
- Collaborate with other technical staff to ensure system connectivity and compatibility.
- Maintain hardware and software inventories, licensing, user access, and security records.
- Provide technical training occasionally to system administrators and end-users.
- Maintain confidentiality of processed, stored, or accessed information.
- Fulfil various other duties as required.
Skills, Qualifications & Experience:
- IT qualifications desirable.
- Previous experience in a service desk role.
- Effective communication and people skills.
- Proficiency in documented technical skills including Microsoft Operating Systems, Microsoft Applications, and antivirus/spyware/malware applications.
- Familiarity with industry-standard troubleshooting procedures and Active Directory.
Experience:
- Demonstrated experience in first line technical support.
- Handling and resolving service desk tickets with SLA adherence.
- Experience with IT hardware and software installation and troubleshooting.
Education & Certifications:
- Relevant IT qualifications are desirable.
- Certifications in Microsoft technologies or IT service management are advantageous.
Visa:
- Irish/EU Citizen or Stamp 4 Visa holder.
About Us
As Ireland's largest IT Solutions Provider with a growing global footprint, ergo offers deep expertise across managed IT & hardware services, cloud, applications & software services, IT resourcing, and modern work solutions. Our recent technology awards reflect our commitment to delivering industry-leading IT solutions, highlighting our team's dedication and expertise.