Esri Ireland - Service Desk Analyst

Esri Ireland – Service Desk Analyst

Location: Flexible Hybrid in Holywood, Northern Ireland

Salary: £27,000 to £34,000 per annum, depending on experience

Employment type: 12-month fixed-term contract.

Esri Ireland is looking for a Service Desk Analyst to join our Professional Services Team at our Holywood office. We are a software and services organisation specialising in the application of Geographical Information Systems (GIS). Esri Ireland is part of the Esri distributor network, which is made up of a diverse workforce comprising more than 5,000 employees from 73 countries.

The successful candidate will assist in supporting GIS and cloud-based environments, providing first-line assistance to customers and colleagues. Working alongside experienced technical specialists, you will receive on-the-job training and mentoring in Esri technology, GIS and cloud-based services.

This opportunity would suit someone with a recent qualification in Information Technology, Computer Science or a related discipline, or equivalent knowledge and skills gained through training, professional certification or relevant practical experience.

What you will be doing

Service Desk and Customer Support

• Act as the first point of contact for service issues and enquiries.
• Log, categorise and prioritise incidents and service requests.
• Gather and record information to support issue diagnosis.
• Provide first-line support using documented procedures.
• Keep customers informed and escalate issues when required.

Monitoring and Service Operations

• Monitor managed GIS and cloud environments using established tools.
• Respond to alerts and complete initial investigations.
• Report service disruptions and performance concerns promptly.
• Carry out routine service checks and operational tasks.
• Support planned maintenance and follow agreed support processes.

Records, Documentation and Improvement

• Maintain accurate records of incidents, requests and operational activities.
• Follow operational, governance, security and quality requirements.
• Create and update support documentation and knowledge articles.
• Provide service-related support to internal teams.
• Suggest and support improvements to customer service and operational processes.

This would be a great career move if you would like to start your technical career by:

• Turning your qualification into practical workplace experience.
• Developing technical, customer-service and problem-solving skills.
• Receiving structured training, mentoring and support.
• Building a foundation for a career in IT support or managed services.
• Gaining hands-on experience with GIS, ArcGIS and cloud technologies.

Location: Hybrid Flexible. Our Northern Ireland team works on a hybrid basis. We are open to flexible working arrangements.

Education/Skills: We are looking for a recent graduate, or someone with an equivalent qualification in Information Technology, Computer Science or a related discipline. Relevant knowledge gained through internships, placements, training, certifications or personal technical projects will also be considered. You should have a basic understanding of IT concepts, strong analytical and organisational skills, clear communication and a customer-focused approach. You should be comfortable following documented processes, maintaining accurate records, working collaboratively and learning new technologies.

Why work for us: Our people-focused culture values our employees as whole individuals, and we understand that your work and your life need to be balanced for us to truly have a relationship that gives you the career you want and helps us to build the team we need. Throughout your tenure with Esri Ireland, you will be provided with the training, feedback, coaching and mentoring that you need to be a success in this role and, indeed, any future roles as you develop your career with us.  

In addition, we will reward you with:

• A good basic salary and generous company bonus scheme
• Hybrid and flexible working arrangements
• Pension, Private Health Insurance, Holiday Purchase Scheme, Flexible Bank Holiday scheme, employee assistance programme and other benefits.

About Us

As Esri's official point of presence in Ireland since 2002, we partner with both the public and private sectors to help them understand and benefit from the impact of geography on their business. Recognised as one of the Best Workplaces in Ireland, Esri Ireland is part of the Esri Global Network.

We welcome applications from people of all backgrounds and are committed to providing an inclusive and respectful recruitment process. Employment decisions are based on the requirements of the role and the applicant’s skills, experience and potential. We do not discriminate on any protected ground under applicable equality legislation in the Republic of Ireland or Northern Ireland. If you require a reasonable adjustment or accommodation during the recruitment process, please let us know.

How to Apply:

Please apply directly via our website and submit your CV and a short cover note explaining your interest in the role and any relevant experience.

There is currently no closing date for this role.

**No agencies, Please**