IT Helpdesk Engineer

Jobtailor; Dublin; On-site; EUR 38,000 - 52,000; Full time

Job summary

Jobtailor in Dublin, Ireland, is seeking an experienced IT Service Desk Analyst to join our team. You will support the IT team across service desk management, incident resolution, and project tasks, ensuring timely updates and high-quality customer service.

You will handle incidents, monitor queues, escalate when needed, and work with colleagues to implement pragmatic IT solutions. Knowledge of Active Directory, MFA, WebEx, and ITIL certification is preferred.

Qualifications

• Degree in IT or relevant experience.
• ITIL Certification.
• 2+ years in a helpdesk role.
• Strong time management and communication skills.
• Ability to work under pressure and meet deadlines.
• Ability to interact with colleagues efficiently and effectively.

Responsibilities

• Support the IT team in technical service desk management, project tasks and monitoring.
• Resolve incidents/requests within agreed service levels.
• Ensure ticket assignments maximise efficiency and are escalated when needed.
• Maintain high quality customer service with clear communications.
• Stay up to date with technology hardware and software for first-level support.
• Assist in disaster recovery testing and production DR incidents.

Skills

Time management

Communication skills

Team collaboration

Critical thinking

MS Office

Active Directory

MFA

WebEx

Education

IT degree

Tools

WebEx

Mobile devices

ITSM Tools

Active Directory

MFA

Job description

• Support the IT team in all aspects of technical service desk management, project tasks and monitoring
• Action and resolve all incidents/requests that come to the service desk queue or phone lines with the agreed service levels
• Ensure that ticket assignments will maximise efficiency
• Escalate tickets to the relevant level if required and request updates
• Ensure that the entire ticket life cycle is carried out with the highest level of customer service through appropriate communication and follow ups
• Proactively keep the end user updated on the current ticket status with related communications
• Stay up to date with all relevant technology hardware and software to provide the first level of support
• Assist in relevant and identified projects and contribute inputs where required
• Assist in disaster recovery testing and support for any production disaster recovery incidents
• Contribute strongly to the team in achieving the overall team objectives
• Actively gain knowledge from more experienced team members
• Ensure that all activities conform to the process and procedures that are in place in the IT department
• Ensure complete compliance with internal and corporate policies

Requirements

• A degree in IT or relevant experience
• ITIL Certified
• General knowledge of information technology, theory, principles, and practices
• Any technical qualifications
• Minimum of 2 years in a helpdesk role
• Outstanding time management, organisational skills, oral/written communication skills, critical thinking and attention to detail is required
• Ability to interact and communicate with colleagues efficiently and effectively
• Be able to work under pressure and against tight deadlines to implement pragmatic and intelligent decisions
• Be adaptable and work as an effective member of a team
• Work conscientiously and use own initiative
• Be calm under pressure and manage stressful situations
• Strong MS Office Skills
• Strong understanding of Active Directory
• Experience support WebEx and mobile devices
• MFA experience

Core Competencies

Demonstrates expertise in technical service desk management, incident resolution, and customer communication while ensuring compliance with IT processes and policies. Proficient in Active Directory, MFA, and support for various technologies, contributing to team objectives and project tasks.

Highest-signal resume keywords

• ITIL Certification
• Helpdesk Experience
• Active Directory Management
• MFA Support
• Strong MS Office Skills

ATS Optimization Keywords

Hard Skills

• Technical Service Desk Management
• Incident Resolution
• Information Technology Principles
• Disaster Recovery Support
• Ticket Life Cycle Management

Soft Skills

• Time Management
• Organizational Skills
• Oral/Written Communication
• Critical Thinking
• Team Collaboration

Certifications & Qualifications

• ITIL Certification

Industry Keywords

• Customer Service
• Compliance
• Process Adherence
• Technical Qualifications

Tools & Technologies

• WebEx
• Mobile Devices
• IT Service Management Tools