Service Desk Analyst

Ergo IT Recruitment Services; Dublin; On-site; EUR 28,000 - 38,000; Full time

Job summary

Ergo IT Recruitment Services is seeking a Service Desk Analyst in Dublin on a 12-month onsite contract. You will provide first-line technical support to internal staff, manage tickets, and adhere to SLAs while diagnosing and resolving hardware and software issues.

The role involves system security checks, backups, and occasional training for system administrators and end-users. Certifications in Microsoft technologies or ITSM are advantageous.

Qualifications

• Strong communication and people skills.
• Proficient with Windows operating systems and Microsoft applications.
• Familiarity with Active Directory and standard troubleshooting procedures.

Responsibilities

• Take ownership of allocated service desk tickets and resolve promptly.
• Adhere to SLAs in ticket handling and calls.
• Install, configure, and troubleshoot software and hardware.
• Identify issues at client sites and escalate as needed.
• Perform routine security checks and backups.

Skills

Communication

Microsoft OS

Active Directory

Education

IT certifications (Microsoft/ITSM)

Job description

Job Title: Service Desk Analyst
Location: Dublin 1
Job Type: Contract - 12 Months
Work Type: Onsite
Role Type: First Line Technical Support

Overview of Role

Our client requires a Service Desk Analyst to provide first line technical support to internal staff, handling IT-related issues through analysis, diagnosis, and resolution. The role involves ownership of support tickets, adhering to SLAs, troubleshooting hardware and software, performing system security checks and backups, and providing occasional technical training.

Role & Responsibilities

• Take full ownership and responsibility for allocated support tickets ensuring prompt and professional resolution.
• Adhere strictly to SLAs when handling customer tickets and calls.
• Install, configure, and troubleshoot IT-related software and hardware.
• Identify anomalies at customer sites, raise service tickets, and trigger escalation procedures.
• Perform routine system security checks, backups, and produce status reports.
• Collaborate with other technical staff to ensure system connectivity and compatibility.
• Maintain hardware and software inventories, licensing, user access, and security records.
• Provide technical training occasionally to system administrators and end-users.
• Maintain confidentiality of processed, stored, or accessed information.
• Fulfil various other duties as required.

Skills, Qualifications & Experience

• Effective communication and people skills.
• Proficiency in documented technical skills including Microsoft Operating Systems, Microsoft Applications, and antivirus/spyware/malware applications.
• Familiarity with industry-standard troubleshooting procedures and Active Directory.

Experience

• Demonstrated experience in first line technical support.
• Handling and resolving service desk tickets with SLA adherence.
• Experience with IT hardware and software installation and troubleshooting.

Education & Certifications

• Certifications in Microsoft technologies or IT service management are advantageous.

Visa

About Us

As Ireland's largest IT Solutions Provider with a growing global footprint, ergo offers deep expertise across managed IT & hardware services, cloud, applications & software services, IT resourcing, and modern work solutions. Our recent technology awards reflect our commitment to delivering industry-leading IT solutions, highlighting our team's dedication and expertise.