IT Service Desk Analyst
Dublin (3-4 days onsite)
Salary 35-38k plus good benefits
We are hiring an IT Service Desk Analyst for our professional services sector client where you will be responsible for providing technical support and assistance to end-users in a timely and efficient manner. You will serve as the first point of contact for troubleshooting, problem resolution, and customer service in relation to all IT issues. This role requires strong technical knowledge, excellent communication skills, and a customer-oriented approach.
Key Responsibilities
* Offer first-level technical support to end users via phone, email, or in person.
* Diagnose and resolve hardware, software, and network issues by troubleshooting and researching solutions.
* Assist with user account creation, administration, password resets, and access management.
* Log all support requests and incidents accurately and efficiently into the ticketing system.
* Ensure all service desk tickets are appropriately prioritized, categorized, and resolved within established service level agreements (SLAs).
* Escalate complex or unresolved issues to senior IT Service Desk Analyst colleagues or other IT teams within the IT Department.
* Adhere to all established procedures and processes, including proper documentation and follow-up procedures, to maintain consistent and high-quality service delivery.
* Provide guidance and training to end-users on basic software applications and IT services.
Qualifications and Skills
* Two to three years of IT Service Desk Analyst experience in a fast-paced environment.
* Experience in IT applications including Microsoft Office 365, 2016, and Exchange Server; experience with Microsoft Azure environment is a plus.
* Strong technical knowledge of operating systems, hardware, software, and peripherals.
* Proficient in using ticketing systems and remote support tools.
* Excellent troubleshooting and problem-solving skills with a logical approach.
* Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.
* Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
* Adaptability and willingness to learn new technologies and processes.
If this sounds like you, please apply today or DM me for more information, please note the candidate must be based in/near Dublin and have the relevant visa - No sponsorship is offered.
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