IT Support Analyst - Service Desk Specialist

IT Support Analyst / Service Desk Specialist

36 month daily rate contract

€180-200 per day

Onsite in Dublin West

Are you a customer-focused, highly motivated IT Support Analyst ready to be the frontline hero for technology? We're looking for a skilled professional to join a team in Dublin West. If you're passionate about maintaining excellent service levels, managing IT assets, and ensuring our users have seamless access to the tools they need, this role is for you.

What You'll Do: Key Responsibilities

• Be the frontline support for all IT-related queries and issues via email, phone and in person, providing timely and professional resolution.
• Manage and adhere to Service Level Agreements (SLAs) for incident response and resolution, collaborating with the Service Desk Lead to maintain high standards of IT Service Operations.
• Perform installation, configuration, and troubleshooting for a wide range of IT hardware and software.
• Actively participate in Incident Management and Service Request Fulfilment processes.
• Coordinate with internal IT teams and external service providers for complex issues, ensuring prompt and effective problem resolution.
• Execute user onboarding ('Joiners') and off-boarding ('Leavers') activities.
• Provide remote support for our work-from-home users.

• Manage the full lifecycle of all IT assets (hardware and software), including ordering, tracking arrivals, and updating the asset register and CMDB.
• Ensure the Configuration Management Database (CMDB) is accurately maintained and synchronized with global systems.
• Enforce our asset naming convention standards for consistency.
• Handle the secure retirement and wiping of assets according to company standards and policy.

• Act as a key liaison for User Management and access requests (creation, modification, deletion) across various systems.
• Ensure all Identity and Access Management policies are strictly followed.
• Serve as a Single Point of Contact (SPOC) for providing audit evidence related to user access requests.
• Maintain the centralized user repository with current access and system details.

What You'll Bring: Required Skills & Experience

• A Graduate, Certification, or Diploma in IT or a related field.
• A minimum of 2 years of hands-on experience in a similar IT support/service desk environment.
• Strong technical proficiency across key technologies, including:
• Windows 10 Operating System
• Microsoft 365 Suite (Exchange/Email, Teams, SharePoint, Word, Excel, PowerPoint)
• Active Directory administration (user & group management)
• Basic MS Server and Citrix knowledge.
• The ability to troubleshoot issues for laptops, iPhones, and printers (OS and hardware).
• Demonstrable experience adhering to and achieving/exceeding Service Level Agreements (SLAs).
• Familiarity with or experience of working within an ITIL environment.

Desirable Qualifications

• IT qualifications such as MCSA, A+, N+, MTA, or MCP.
• An ITIL Foundation certification.
• Experience with IT Service Management (ITSM) tools (e.g., HP ALM or similar).

What We're Looking For in You: Individual Requirements

• Exceptional communication skills-clear, professional, and empathetic via telephone, email, and face-to-face.
• A strong team player with a proven history of collaboration.
• The ability to thrive in a challenging environment with shifting priorities and deadlines.
• A willingness to work on a full-week hybrid schedule at our Dublin West offices and provide support outside of core hours when required by business needs.

No sponsorship available