IT Helpdesk Analyst Tier 1

Wellington IT Group

Dublin

On-site

EUR 32,000 - 46,000

Full time

14 days+

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Benefits offered by this job

Hybrid working

36 days annual leave

Bonus scheme

Private healthcare

Pension scheme

Training & development

Flexible start/finish times

Job summary

Wellington IT Group is seeking an IT Helpdesk specialist to provide expert, client-focused technical support via phone, email, or web.

You will diagnose issues, document cases, and work with our implementation teams on client projects, with occasional on-site visits in Dublin or Belfast. The role emphasizes strong communication, problem-solving and service quality aligned to KPIs. Hybrid working model offered with training and career development opportunities.

Qualifications

Experience in IT Helpdesk or Credit Union environment.
Experience resolving requests on first contact when possible.
Proven customer support experience or client service.
Strong phone and active listening skills.
Familiarity with CRM systems.
Customer oriented and adaptable.
Excellent written and verbal communication.
Ability to multi-task and manage time.
Familiarity with Microsoft Office.
Experience diagnosing and solving problems.
Right to work in Ireland and/or UK.
Knowledge of Credit Union market.

Responsibilities

Diagnose customer technical issues and perform preliminary research.
Document and track queries in ticketing system to resolution.
Identify trends and escalate to Helpdesk Manager.
Communicate clearly and professionally with customers.
Occasionally join implementation teams and visit client sites.
Collaborate with Helpdesk Team Lead to meet KPIs and SLAs.
Perform other duties as required by management.

Skills

IT Helpdesk

Customer Service

First Contact Resolution

Communication

CRM systems

SQL basics

Linux basics

Microsoft Office

Independent work permit Ireland/UK

Tools

Oracle Forms

Linux Command Line

Job description

Job Summary

In a nutshell – you will provide subject matter expertise along with efficient, professional and effective technical customer support in response to customer issues and queries.

Job Description

Role Location

Belfast or Dublin

Who we are…

At Wellington IT we provide the most successful range of Credit Union software in Northern Ireland/Ireland, currently moving billions each year and managing funds for more than 1 in 4 people. Our customers use our software to power every aspect of their financial services business from savings and loans, through to business intelligence, online banking, mobile apps, debit card services and ATMs.

Wellington IT is part of Volaris, an operating group of Constellation Software Inc, a large corporate business based in Canada. Volaris acquires and strengthens Company’s within the markets they compete, enabling them to grow – whether that growth comes through organic measures such as new initiatives and product development, day‑to‑day business, or through complementary acquisitions. Our people are at the heart of everything we do, Wellington IT Offers fantastic learning programs, career growth opportunities, and a culture that’s all about continuous improvement.

Your Mission

To work as a member of our IT Helpdesk, serving as the initial point of contact for customer queries or issues via phone, email, or web, and providing effective troubleshooting and resolution support.

Key Responsibilities (Including, but not limited to)

Diagnosing Customer technical issues; gathering the necessary information and performing standard, preliminary research using all relevant available resources
Documenting and updating Customer queries or issues in ticket management system and tracking incidents through to resolution/escalation
Identifying potential problems (via information gathering, ticket trends, etc.) and communicating information to Helpdesk Manager in a timely manner
Communicating with Customers in a clear, positive and professional manner
On occasion, joining our implementation teams in delivering projects including spending time on client site as applicable
Working very closely with the Helpdesk Team Lead to ensure the support team is delivering to agreed KPIs and SLAs
Performing any other reasonable duties as required by Management

Skills & Experience

Experience in an IT Helpdesk or Credit Union role providing technical or problem resolution
Experience resolving Customer requests on the first contact where possible and where not , ensuring we action the request to the right team.
Proven Customer Support/Service experience or experience as a Client Service Representative
Track record of delivering “Best In Class” Customer Experience o Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of situations
Excellent written and verbal communication skills
Ability to multi-task, prioritise, and manage time effectively
Familiarity with Microsoft Suite of Applications (Word , Excel etc.)
Experience of diagnosing and solving problems
Currently holds independent right to work in Ireland and/or UK
Knowledge of our experience with the Credit Union market
Good understanding of retail banking IT systems infrastructure
Experience in retail banking/credit union operations
Experience in the use of SQL
Familiarity with Oracle forms would be an advantage
Basic coding in Linux or command prompt would be beneficial