Service Desk Support Analyst

Job Title: Service Desk Support Analyst

Location: Dublin 3

Job Type: Contract (12 Months)

Work Type: Onsite

Role Type: Service Desk Support

Overview of Role We are looking for a Service Desk Support Analyst to join our internal IT team and provide high-quality technical support to end users across the business. The successful candidate will manage day-to-day incidents and service requests, troubleshoot hardware, software, access, and connectivity issues, and work closely with infrastructure teams on escalations. This role is suited to someone with strong customer service skills, good technical troubleshooting ability, and an interest in developing wider infrastructure knowledge, particularly across Cisco Networking, VMware, and Dell Technologies.

Role & Responsibilities:

• Assist the Infrastructure and Network teams with any hands-on needs in either the Dublin 3 or Dublin 17 office.
• Answer, evaluate, prioritise, and manage service desk tickets from internal users.
• Provide first line and second-line support for hardware, software, operating systems, mobile devices, printers, and business applications.
• Communicate with users by phone, email, instant messaging, and the service management platform, keeping them updated through to resolution.
• Provision users, manage access requests, and support Active Directory, Microsoft 365, Exchange Online, groups, shared mailboxes, and distribution lists.
• Troubleshoot end-user issues, perform root-cause investigations where appropriate, and escalate to infrastructure or application teams when required.
• Assist with the installation, configuration, and ongoing support of IT hardware and software.
• Monitor queues and incidents in line with agreed service levels and ensure tickets are fully documented.
• Create and maintain knowledge base articles, support procedures, and troubleshooting documentation.
• Support routine IT administration tasks and contribute to continuous improvement across the service desk.

Skills, Qualifications & Experience

• Previous experience in a service desk, technical support, desktop support, or IT administration role.
• Strong troubleshooting skills with the ability to identify, investigate, and resolve technical issues.
• Experience supporting Microsoft Windows environments and Microsoft 365 services.
• Knowledge of Active Directory, DNS, user provisioning, permissions, and general IT administration.
• Familiarity with Apple macOS support would be beneficial.
• Knowledge of, or a willingness to learn, Cisco Networking, VMware, and Dell Technologies.
• Excellent written and verbal communication skills, with the ability to support users at all levels of the organisation.
• Strong organisational and time management skills, with the ability to work independently and as part of a team.
• Professional, end user-focused approach with the ability to manage issues with sensitivity, tact, and ownership.

Experience:

• ITIL Foundation knowledge or experience working within ITIL-aligned service management processes (desirable).
• Exposure to Cisco switching, routing, wireless, or network troubleshooting (desirable).
• Exposure to VMware environments, including virtual machines, vSphere, or related infrastructure concepts (desirable).
• Exposure to Dell server hardware, iDRAC, firmware updates, or hardware diagnostics (desirable).
• Meticulous and process-driven approach to support and documentation.

Education & Certifications:

• Relevant third-level qualification in IT, Computer Science, or related field (or equivalent practical experience).
• ITIL Foundation certification (advantageous).

Role Details

• Hybrid/home office working arrangements may be available depending on business needs.
• The successful candidate must have access to a vehicle and hold a valid driving licence.
• Travel may be required for up to 25% of the time.
• This role offers the opportunity to develop broader infrastructure skills while supporting a busy internal service desk.

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.