IT Support L1

The Recruitment Company Australia; Leinster; Hybrid; EUR 35,000 - 40,000; Full time

Benefits offered by this job

Benefits

Hybrid work model

Job summary

The Recruitment Company Australia is seeking a Service Desk Analyst in Dublin city centre. Hybrid model: 2 days per week in the office after an initial 6-week period. Salary €35k per year DOE, plus on-call every 8 weeks after 6 months probation and additional benefits.

Responsibilities include incident logging, SLA adherence, problem resolution across software and network issues, and knowledge base updates using IT Glue. Ideal candidates have MSP experience and strong English communications.

Qualifications

• 1-2 years in a similar MSP role.
• Excellent troubleshooting skills with demonstrable examples.
• Fluent English with clear written and verbal communication, high attention to detail.

Responsibilities

• Manage all incidents and service requests within SLA.
• Log incidents accurately in Autotask.
• Resolve technical problems with software applications or networks.

Skills

Troubleshooting

Communication

Self-starter

Education

IT qualification Diploma/Degree

Tools

Autotask

ITGlue

Office 365

Active Directory

Job description

Dublin City Centre Location Hybrid Model - 2 Days/Week WFH (After an initial 6 weeks period) €35k/year DOE + On-call (Every 8 Weeks after 6 months probation) + Benefits

Your Responsabilities:

• Manage all Incidents and service requests within SLA
• Log Incidents and Requests accurately in the PSA Tool (Autotask)
• Resolve technical problems with software applications or network systems
• Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)
• Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards
• Escalate incidents to higher level when unable to resolve
• Create new/update existing Knowledge Articles within documentation platform (ITGlue)
• Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk
• Always consider the experience of the end user and strive to make every contact with the Service Desk a positive experience in as far possible
• Must be a self-starter capable of working on one’s own initiative

Your Experience and Education:

• 1-2 years in a similar role MSP background
• Excellent Troubleshooting skills and must be able to demonstrate by way of example
• Fluent English and excellent written, verbal communication skills with attention to detail
• Able to think through, communicate and present information effectively to all levels within the organisation
• IT qualification Diploma/Degree
• Microsoft Certifications desirable
• Active Directory Administration
• Office 365 Administration
• Excellent Desktop skills