Support Analyst

Uniting Holding; Dublin; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Education Assistance Programme

Continuous Professional Development

Digital Doctor Service

Employee Assistance Programme (EAP)

Job summary

OpenSky Data Systems in Dublin City Centre is seeking a Support Analyst to provide 1st line support to government clients, coordinate tickets and liaise with developers to resolve issues.

You will travel to our Naas (Co. Kildare) headquarters occasionally, with a hybrid pattern of 3 onsite days (potentially 5). A valid EU passport, IT qualification, and strong English communication are essential. Training and career development opportunities are provided.

Qualifications

• Must be a valid EU passport holder.
• A 3rd-level IT/Computer Science qualification.
• Previous IT helpdesk experience.
• Excellent English, both written and verbal.
• Excellent communication, customer service and interpersonal skills.
• Ability to troubleshoot and attention to detail is essential.
• Technical background advantageous.
• Drivers licence/Own car desirable.
• Proficiency with standard web applications and MS Office applications.
• Highly organised with the ability to multitask, work to deadlines and deliver under pressure.
• Must be an EU passport holder / not require a visa to work within the Republic of Ireland.
• Experience in Jira or Service Now ticketing systems is an advantage.
• Advanced skills in PowerPoint and Excel are desirable.

Responsibilities

• Provide 1st level of support to assigned customers.
• Identify, evaluate and prioritise customer tickets.
• Assign tickets to the correct owner or service provider and coordinate and track progress through to resolution.
• Work closely with and liaise between developers and customers to resolve tickets.
• Ensure prompt and appropriate response to customer and business queries, and elevate issues as required.
• Develop Subject Matter Expertise for assigned systems.
• Attend customer premises to help troubleshoot and QA issues, fixes and patches.
• Provide QA for Support fixes prior to customer release.
• Compile internal reports on helpdesk status and statistics.
• Occasional travel between client locations may be required.
• Prepare weekly/monthly/quarterly and ad hoc service reports for customers.
• Execute daily checks for both internal and customer-related services.

Skills

Excellent English

Communication

Interpersonal skills

Troubleshooting

Organisational skills

PowerPoint

Excel

Attention to detail

Education

3rd-level IT/Computer Science qualification

Tools

Jira

ServiceNow

MS Office

Job description

The Role:

Would you like to become a key member of a high-performing Support Team delivering on Government strategic projects?

Then we may have the role for you!

OpenSky Data Systems is seeking a full-time Support Analyst based mainly with our client in Dublin City Centr, with travel to our headquarters in Naas, Co. Kildare, required from time to time.

This role is currently hybrid, 3 days required onsite, with the possibility of 5 days onsite.

This is an excellent opportunity to develop your skills and experience in an international working environment with:

• Enterprise level clients and Microsoft technology solutions
• Variety of technologies, .NET, Azure, CRM, Power Platform, Data technologies, and more
• Mission-critical solutions, many of national importance, for government departments and local authorities from Health, to Transport to Housing, and more
• Training and certification programs
• Career development opportunities, culture of progression and individual growth

Key Responsibilities

• Provide 1st level of support to assigned customers
• Identify, evaluate and prioritise customer tickets
• Assign tickets to the correct owner or service provider and coordinate and track progress through to resolution
• Work closely with and liaise between developers and customers to resolve tickets
• Ensure prompt and appropriate response to customer and business queries, and elevate issues as required
• Develop Subject Matter Expertise for assigned systems
• Attend customer premises to help troubleshoot and QA issues, fixes and patches
• Provide QA for Support fixes prior to customer release
• Compile internal reports on helpdesk status and statistics
• Occasional travel between client locations may be required
• Prepare weekly/monthly/quarterly and ad hoc service reports for customers
• Execute daily checks for both internal and customer-related services

Essential Requirements

• Must be a valid EU passport holder
• A 3rd-level IT/Computer Science qualification
• Previous IT helpdesk experience
• Excellent English, both written and verbal
• Excellent communication, customer service and interpersonal skills
• Ability to troubleshoot and attention to detail is essential
• Technical background advantageous
• Drivers licence/Own car desirable
• Proficiency with standard web applications and MS Office applications
• Highly organised with the ability to multitask, work to deadlines and deliver under pressure
• Must be an EU passport holder / not require a visa to work within the Republic of Ireland
• Experience in Jira or Service Now ticketing systems is an advantage
• Advanced skills in PowerPoint and Excel are desirable

What We Offer

• Incremental Increases in Annual Leave.
• Continuous Professional Development
• Education Assistance Programme.
• Digital Doctor Service
• Employee Assistance Programme (EAP)

Why Join OpenSky

OpenSky Data Systems is at the forefront of delivering transformative digital solutions to critical sectors in Ireland and the UK. You will become part of a dynamic team committed to innovation, excellence, and trusted partnerships with customers. We actively invest in our people, providing clear career paths, leadership opportunities, and a supportive environment for personal and professional growth.