Help Desk Analyst

Sigmar Recruitment; Cork; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Onsite: 5 days in office

Job summary

Sigmar Recruitment is seeking a Helpdesk Analyst to provide in-person technical support for employees and contractors in Cork, Ireland. You will diagnose and resolve issues on Apple devices (macOS & iOS), document problems in the ticketing system, and own the resolution from start to finish.

The role requires a proactive, self-sustaining approach, a commitment to high service standards, and the ability to work in a dynamic, distributed team environment.

Qualifications

• Excellent customer service and interpersonal communication skills (oral and written).
• Strong troubleshooting skills for on-the-spot diagnosis without scripted docs.
• Experience supporting Apple macOS and iOS devices, apps and OS.
• Understanding of IP networking and basic network troubleshooting.
• Effective time management and ability to multitask in a fast-paced environment.
• Calm under pressure with a client-focused mindset.
• Experience using ITSM tools such as ServiceNow.
• Able to work in a distributed team environment.

Responsibilities

• Provide in-person technical support for end users (employees and contractors).
• Diagnose and resolve issues on Apple devices (macOS & iOS).
• Document issues in the ticketing system and own the resolution lifecycle.
• Escalate unresolved issues and maintain complete technical documentation.
• Maintain proactive, high-service standards in a dynamic workplace.

Skills

Customer service

Interpersonal skills

Troubleshooting

MacOS support

iOS support

IP networking

Network troubleshooting

ITSM tools

ServiceNow

Time management

Multitasking

Client facing

Distributed team

Tools

ServiceNow

Job description

• Join a purpose-led transformation company driving meaningful impact—locally and globally.
• Work with some of the world's biggest brands across the UK and beyond.
• Be part of a culture that puts innovation, diversity, and employee wellbeing at the heart of its mission.

About Your New Job

• As a Helpdesk Analyst, you will provide in-person technical support for end users, including both employees and contractors.
• You will serve as the main point of contact for diagnosing and resolving technical issues on Apple devices (macOS & iOS).
• Your responsibilities will include documenting issues in the ticketing system, owning the resolution process from start to finish, escalating unresolved issues, and maintaining complete technical documentation.
• This position requires a proactive, self-sustaining approach with minimal oversight and a commitment to high service standards in a dynamic and changing workplace.

What Skills You Need

• Excellent customer service and interpersonal communication skills (both oral and written).
• Strong troubleshooting skills with the ability to diagnose issues on the spot without scripted documentation.
• Experience supporting hardware and software on Apple devices (macOS & iOS), including apps and OS troubleshooting.
• Understanding of IP networking and experience with basic network troubleshooting.
• Proficiency in time management and multitasking in a fast-paced environment.
• Ability to maintain composure and a client-focused attitude under pressure.
• Experience using ITSM tools (e.g., ServiceNow).
• Flexible, adaptable, and able to work as part of a distributed team.

What's on Offer

• Onsite: 5 days in office
• Location: Cork, Ireland