IT Support Analyst

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.