IT Helpdesk Level 1/2

Our client, is one of Ireland’s leading commercial law firms, renowned for providing exceptional legal services to a prestigious portfolio of domestic and international clients. Due to continued growth within their IT function, they are seeking an IT Service Desk Analyst to join their established team.

This is an excellent opportunity for an experienced IT professional with two to three years’ experience in a corporate or professional services environment. The successful candidate will provide high-quality technical support to end users, working across Windows and Microsoft 365 environments while contributing to a collaborative and customer-focused IT function.

Salary: Competitive

Benefits: Pension, Healthcare, Hybrid Working, WFH (2 days from home), Bonus, Learning & Development, Work from Abroad, Gym and more

Total Package (including salary and benefits): Up to €50k

The Role

• Provide responsive technical support (Level 1 and 2) to end users via telephone, email and in person.
• Take ownership of user issues, carrying out structured first-line troubleshooting and escalating more complex matters where required.
• Diagnose and resolve hardware and software issues across laptops, peripherals and other end-user devices.
• Manage the imaging, profiling and configuration of laptops and mobile devices.
• Support user account administration, including account creation, password resets and general access management.
• Administer and support mobile device management platforms, including Microsoft Intune.
• Take ownership of the full ticket lifecycle, including logging, prioritisation, resolution and timely escalation.
• Monitor service levels and ensure all support requests are managed in line with agreed SLAs.
• Provide audiovisual and collaboration technology support for Microsoft Teams, Zoom and hybrid meetings.
• Maintain accurate technical documentation and contribute to the development of the IT knowledge base.
• Work collaboratively with End User Computing, Infrastructure and wider IT teams to resolve issues and improve service delivery.
• Contribute to problem management and the continuous improvement of IT support processes.
• Participate in an on-call support rota as required.

The Person:

• Two years’+ experience in an IT Service Desk or technical support role, ideally within a fast-paced professional services or corporate environment.
• Strong knowledge of Windows operating systems and Microsoft 365 environments.
• Excellent hardware and software troubleshooting and problem-solving capabilities.
• Experience supporting Microsoft 365 and Exchange.
• Practical experience with mobile device management tools, ideally Microsoft Intune.
• Familiarity with ITIL principles and IT service management/ticketing systems.
• Strong understanding of SLA-driven service delivery and the importance of meeting agreed response and resolution times.
• Experience supporting audiovisual and collaboration technologies.
• Excellent communication and interpersonal skills with a strong customer service focus.
• Ability to work effectively as part of a collaborative IT team while also taking ownership of individual issues.
• Experience with Microsoft Azure would be advantageous.
• A proactive approach to identifying opportunities for improving processes and user experience.

If this IT Service Desk Analyst role sounds like you, apply today

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