IT Support Analyst

Role overview

A professional services organisation is looking for an IT Support Analyst to strengthen its internal technology team in Dublin. This position is focused on delivering reliable day-to-day technical assistance to staff, keeping IT services running smoothly, and ensuring a consistently high standard of user support across the business.

Employment details

This is a permanent, full-time role with a hybrid arrangement that requires 3 days on site.

Key responsibilities

• Deliver first- and second-level support to employees through phone, email, remote tools, and face-to-face assistance.
• Identify the cause of issues and resolve problems related to hardware, software, operating systems, and peripherals without unnecessary delay.
• Own support cases end to end, including recording, ranking by priority, troubleshooting, fixing, and escalating when needed.
• Handle user administration tasks such as onboarding, offboarding, password resets, and access permission requests.
• Set up, roll out, and support laptops, mobile devices, and other employee-facing technology.
• Support mobile device management and endpoint services across the organisation.
• Assist with collaboration tools, video meeting platforms, and hybrid conferencing setups.
• Keep technical records up to date and help improve knowledge base content.
• Coordinate with infrastructure, security, and other IT colleagues to deliver efficient service.
• Take part in service enhancement work and help the team meet agreed service targets.

Experience and requirements

• At least 2 years of experience in IT support, service desk, or desktop support roles.
• Background in a corporate, professional services, or similarly fast-moving business setting.
• Strong working knowledge of Microsoft Windows and end-user computing tools.
• Hands-on experience with Microsoft 365 applications and related services.
• Solid troubleshooting ability across hardware, software, networking, and user access matters.
• Familiarity with IT service management platforms and ticketing systems.
• Understanding of service delivery standards and SLA compliance.
• Good communication and customer service skills, with the ability to work effectively with people at all levels.
• Capability to manage several priorities while working independently and as part of a team.

Desirable experience

• Experience with Microsoft Intune or another mobile device management platform.
• Exposure to Microsoft Azure administration and cloud services.
• Working knowledge of ITIL principles and service management best practices.
• Experience supporting collaboration platforms such as Microsoft Teams, Zoom, or similar tools.
• Understanding of endpoint management, device provisioning, and automated deployment methods.
• Experience contributing to improvement initiatives within an IT support environment.

Education and certifications

• A bachelor’s degree or an equivalent third-level qualification in Information Technology, Computer Science, or a related field is preferred.
• Industry certifications such as Microsoft, CompTIA, or ITIL would be an advantage.

Working arrangements and benefits

• Permanent full-time employment.
• Hybrid working model.
• Competitive salary package.
• Access to ongoing training and professional development.
• Modern, collaborative workplace.
• Opportunities for career growth within an expanding organisation.

Application notes

Interested candidates should submit an updated CV for consideration.