Information Technology Support Analyst

eTeam; Dublin; In loco; EUR 32.000 - 52.000; Tempo pieno

Descrizione del lavoro

eTeam in Dublin is seeking an IT Service Desk Analyst (1st Line Support) to provide frontline technical helpdesk support to end users. This contract role is onsite in Dublin 4 and requires strong customer service, Windows troubleshooting, AD/Exchange familiarity, and ITSM ticketing.

You'll log incidents, diagnose issues, and escalate where needed, ensuring SLAs are met. Immediate availability is preferred for a 6-month contract.

Competenze

• 2+ years in IT helpdesk or service desk.
• Experience diagnosing hardware/software and networking issues.
• Excellent English communication.

Mansioni

• Provide first-line support via phone, email, chat and ticketing systems.
• Diagnose and troubleshoot hardware, software, network and remote access issues.
• Log, classify, prioritise and manage incidents and requests.
• Resolve first-line issues and escalate complex problems to Level 2/3 teams.
• Maintain incident records and tickets within ITSM system.
• Provide updates on ticket progress to end users.

Conoscenze

First line support

Windows OS

Active Directory

VPN access

ITSM tools

Customer service

English fluency

Formazione

CompTIA A+

Strumenti

Remedy

HP Service Centre

Descrizione del lavoro

IT Service Desk Analyst (1st Line Support)

Location: Dublin 4, Ireland

Work Arrangement: 100% Onsite

Contract Duration: 6 Months

Employment Type: Contract

Availability: Immediate joiners or candidates with a short notice period are preferred.

Role Overview

We are seeking a customer-focused IT Service Desk Analyst to provide first-line technical support to end users, diagnosing and resolving hardware, software and network-related issues.

The successful candidate will act as the first point of contact for IT incidents and service requests, ensuring timely resolution, accurate ticket documentation and effective escalation to relevant technical support teams in line with agreed Service Level Agreements (SLAs).

Key Responsibilities

• Provide first-line technical support via telephone, email, chat and ticketing systems.
• Diagnose and troubleshoot hardware, software, network and remote access issues.
• Log, classify, prioritise and manage IT service incidents and requests.
• Resolve first-line technical issues and elevate complex problems to appropriate Level 2/Level 3 support teams.
• Monitor and track service tickets throughout their lifecycle, ensuring resolution within agreed SLAs.
• Provide regular updates to end users regarding ticket progress and expected response times.
• Assist with user account creation, Active Directory, Outlook and Exchange-related requests.
• Troubleshoot Windows operating systems, Microsoft Office applications, VPN and remote connectivity issues.
• Support desktops, laptops, printers and other common IT equipment.
• Maintain accurate incident records, resolutions and workarounds within ITSM systems.
• Identify recurring issues and contribute to service improvement initiatives.
• Prepare IT service reports and ensure compliance with departmental quality standards.

Required Skills & Experience

• Minimum 2 years of experience in an IT Helpdesk, Service Desk or Technical Support role.
• Previous experience in a technical helpdesk or IT call centre environment is essential.
• Strong troubleshooting and systematic problem-solving skills.
• Hands-on experience with Windows operating systems.
• Good understanding of Active Directory, Exchange and user account administration.
• Experience working with ITSM/ticketing tools such as Remedy, HP Service Centre or similar platforms.
• Experience using remote desktop and remote support tools.
• Knowledge of VPN connectivity and remote access troubleshooting.
• Familiarity with Microsoft Office applications, Outlook and common desktop applications.
• Experience supporting laptops, desktops, printers and end-user devices.
• CompTIA A+ certification or equivalent technical knowledge is desirable.
• Excellent verbal and written communication skills in English.
• Strong customer service and active listening skills.
• Customer-focused approach with empathy and professionalism.
• Ability to explain technical issues clearly to non-technical users.
• Strong organisational skills and attention to detail.
• Ability to prioritise multiple incidents and work under pressure.
• Effective teamwork and stakeholder communication skills.
• Understanding of IT service management processes and SLA requirements.