I am currently working with a Cork-based client who is seeking a Support Analyst for a 10-month contract opportunity. The role operates on a hybrid working model.
The position requires a proactive, analytical professional who can work across teams and systems in a fast-paced environment.
Key Responsibilities
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Oversee and manage incoming support requests through a centralised ticketing function.
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Assess, categorise, and route tickets to the appropriate regional or functional teams.
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Personally handle issues that require central ownership, ensuring progress and resolution within agreed timeframes.
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Investigate and troubleshoot reported issues, often involving analysis across multiple systems to confirm root cause.
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Escalate high-priority or complex incidents to relevant teams in line with defined escalation procedures.
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Review and analyse support data to identify patterns, recurring issues, and areas of risk.
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Contribute to system and process enhancements aimed at reducing repeat issues and improving overall service efficiency.
Key Skills
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Strong problem-solving and analytical capabilities, with close attention to detail.
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Effective communication skills, with the ability to work with both technical teams and business stakeholders.
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Collaborative approach, with the ability to operate effectively within a team environment.
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Experience using SQL is an advantage.
Experience Required
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Previous experience in a technical support, application support, or operational systems role.
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Demonstrated experience managing and resolving system or user issues in a structured support environment.
