Service Desk Analyst – IT Support & Troubleshooting

Ergo IT Recruitment Services; Dublin; On-site; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Travel opportunities

Vehicle access

Job summary

Ergo seeks a Service Desk Support Analyst to join our onsite IT team in Dublin. You will manage daily incidents, resolve hardware, software and access issues, and collaborate with infrastructure teams on escalations.

Strong customer service and technical troubleshooting skills are essential. The role offers hands-on exposure to Cisco Networking, VMware and Dell Technologies, with growth toward broader infrastructure knowledge.

Qualifications

• Strong troubleshooting skills and ability to resolve technical issues.
• Experience supporting Windows and Microsoft 365 services.
• Knowledge of AD, DNS, provisioning and permissions.
• Familiarity with macOS support is beneficial.
• Willingness to learn Cisco Networking, VMware and Dell hardware.
• Excellent written and verbal communication to support users.
• Organised and able to work independently and in a team.

Responsibilities

• Handle day-to-day incidents and service requests for internal users.
• Provide first and second line support for hardware, software, and OS.
• Assist with Active Directory, Microsoft 365, Exchange Online, and access requests.
• Communicate with users via phone, email, and chat; document actions taken.
• Escalate to network or infrastructure teams as needed and assist with escalations.
• Create knowledge base articles and support procedures; monitor queues per SLAs.

Skills

Strong troubleshooting

Microsoft Windows

Microsoft 365

Active Directory

DNS

VMware

Cisco Networking

Dell Technologies

Excellent communication

Time management

Education

IT qualification (IT, Computer Science)

ITIL Foundation (desirable)

Tools

Microsoft 365

Active Directory

DNS

Windows environment

VMware

Dell Technologies

Cisco Networking

Job description

Ergo seeks a Service Desk Support Analyst to join our onsite IT team in Dublin. You will manage daily incidents, resolve hardware, software and access issues, and collaborate with infrastructure teams on escalations.

Strong customer service and technical troubleshooting skills are essential. The role offers hands-on exposure to Cisco Networking, VMware and Dell Technologies, with growth toward broader infrastructure knowledge.