Location: Dublin 1
Job Type : Permanent
Work Type: Onsite (Hybrid flexibility after a while)
Role Type: First Line Technical Support
Overview of Role
We are seeking a Service Desk Analyst to provide first line technical support to internal staff and a client based in Dublin 1. The role requires strong troubleshooting skills across hardware, software, and common business applications, with responsibility for analysis, diagnosis, resolution, and escalation of IT issues. This is a Monday to Friday onsite position. The structure below is aligned to the Dublin 1 Service Desk Analyst specification and common service desk requirements reflected in similar roles.
Role & Responsibilities:
Assume ownership of allocated support cases and ensure prompt, professional resolution.
Install, configure, and troubleshoot IT software and hardware.
Raise service tickets and escalate issues using the correct procedures when anomalies are identified.
Maintain technical knowledge of products, services, and solutions, and support service levels across the client base.
Document technical information, site details, problem resolution, and knowledge base content in OneNote and the ITSM tool.
Maintain inventories, licensing, user access, security records, and monitor remote managed service applications.
Skills, Qualifications & Experience
Excellent communication skills and telephone manner.
Strong organisational skills and incident management experience, including managing expectations and communication.
Basic Active Directory administration for users and security groups.
Strong knowledge of Microsoft operating systems and Office 365.
Experience:
Previous experience in a busy IT service desk or desktop support environment.
Experience using ITSM or call logging systems to record, track, and escalate incidents.
Experience with networking basics such as TCP/IP, switching, and fire-walling.
Education & Certifications:
IT qualifications desirable, including MCSA, A+, N+, and MTA.
ITIL qualification preferable but not essential.
MCP certification desirable.
Industry standard accreditation's such as Microsoft, Cisco, or Citrix are desired.
Visa:
Irish/EU Citizen or Stamp 4 Visa holder.
About Us
As Ireland's largest IT Solutions Provider with a growing global footprint, Ergo offers deep expertise across managed IT & hardware services, cloud, applications & software services, IT resourcing, and modern work solutions. Our recent technology awards reflect our commitment to delivering industry-leading IT solutions, highlighting our team's dedication and expertise.
