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About the Role

We are recruiting for an IT Support Analyst to join a prominent professional services firm's internal technology team. This permanent position offers a hybrid working arrangement with three days onsite in Dublin. The role involves delivering top-tier technical assistance to employees, ensuring seamless IT service functionality and upholding excellent customer service standards organization-wide.

Key Responsibilities

Deliver first and second-level technical support via telephone, email, remote sessions, and face-to-face engagements.
Diagnose and rectify issues related to hardware, software, operating systems, and peripherals efficiently.
Handle support tickets from creation through prioritization, troubleshooting, resolution, or escalation as necessary.
Manage user accounts including onboarding, offboarding, password resets, and access provisioning.
Configure, deploy, and maintain laptops, mobile gadgets, and other end-user technology assets.
Assist in mobile device management and endpoint support efforts across the enterprise.
Support collaboration tools, video conferencing setups, and hybrid meeting technology.
Keep technical documentation accurate and help enhance the knowledge base.
Collaborate with infrastructure, security, and wider IT teams to guarantee efficient service delivery.
Engage in initiatives to improve IT services and consistently meet agreed service levels.

Experience and Skills Required

At least two years in IT Support, Service Desk, or Desktop Support roles.
Experience gained within a corporate, professional services, or fast-paced commercial setting.
Strong proficiency with Microsoft Windows OS and end-user computing technologies.
Hands-on experience supporting Microsoft 365 applications and services.
Excellent problem-solving abilities dealing with hardware, software, networking, and access issues.
Familiarity with IT service management and ticketing platforms.
Good knowledge of service delivery concepts and compliance with SLAs.
Effective communication and customer service skills, capable of interacting respectfully at all organizational levels.
Ability to balance multiple tasks independently and collaboratively within a team.

Preferred Qualifications

Familiarity with Microsoft Intune or other mobile device management solutions.
Exposure to Microsoft Azure cloud and administration.
Understanding of ITIL frameworks and best practices in service management.
Experience supporting collaboration platforms such as Microsoft Teams or Zoom.
Knowledge of endpoint management, device provisioning, and automated deployment.
Participation in process improvement activities related to IT support services.

Educational Background

A bachelor's degree or equivalent in Information Technology, Computer Science, or related fields is required. Industry-recognized certifications like Microsoft, CompTIA, or ITIL are favorable.

Work Schedule and Benefits

Permanent full-time employment.
Hybrid work format (three days onsite).
Competitive remuneration package.
Continuous training and professional growth opportunities.
Modern, cooperative office setting.
Potential career advancement within an expanding enterprise.

IT Support Analyst

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