Support Analyst

OpenSky Data Systems; Dublin; Hybrid; EUR 38,000 - 52,000; Full time

Benefits offered by this job

Annual leave increases

Education assistance

Digital doctor service

Employee assistance programme (EAP)

Job summary

OpenSky Data Systems is seeking a full-time Support Analyst based mainly with our client in Dublin City Centre, with travel to our Naas, Co. Kildare office. The role is hybrid, requiring 3 days on-site with potential for 5 days on-site.

You will support government-related projects using Microsoft technologies including .NET, Azure, CRM, and Power Platform. The successful candidate will have strong communication and organisational skills, be proactive, and able to work both independently and as

Qualifications

• Must have a 3rd-level IT/Computer Science qualification.
• Previous IT helpdesk experience is preferred.
• Excellent English, both written and verbal.
• Ability to troubleshoot and attention to detail is essential.

Responsibilities

• Provide 1st level of support to assigned customers.
• Identify, evaluate and prioritise customer tickets.
• Coordinate ticket progression to resolution with owners/service providers.
• Liaise between developers and customers to resolve tickets.
• Prepare weekly/monthly/quarterly and ad hoc service reports.

Skills

Communication skills

Customer service

Interpersonal skills

Organised / multitask

Attention to detail

Problem solving

Education

Bachelor's in IT/Computer Science

Tools

Jira

Service Now

PowerPoint

Excel

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? 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

The role requires a dynamic and enthusiastic individual to pro-actively manage customer reported issues to successful resolution with the relevant stakeholders. The ideal candidate will have excellent communication, organisational, interpersonal and negotiation skills, and have the ability to work both individually and as part of a team.

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 statisticsOccasional 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.