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Dublin 2 (Onsite 2 days per week)
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3 Year FTC with a view to permanency
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Flexitime, Pension, 23 days Annual leave
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Salary: €35,609
About the Role
The Helpdesk Analyst provides proactive first-line support through the service desk, handling calls, incidents, and service requests in line with ICT policies. The role also includes coordinating IT changes to minimise disruption, acting as a liaison between users, IT teams, and vendors, while tracking, scheduling, communicating updates, and ensuring all post-change documentation is in place.
Responsibilities
- Provide first-line technical support via phone, email, and ticketing system.
- Troubleshoot hardware, software, network, and application issues.
- Log, manage, and resolve incidents and service requests.
- Escalate complex issues to second-level teams or external vendors.
- Deliver clear, timely, and customer-focused communication.
- Coordinate the full IT change management process.
- Facilitate change-advisory board meetings and maintain change documentation.
- Assess risk and impact of proposed changes in line with ITIL.
- Track and report on change success rates and improvements.
- Maintain and update service desk documentation and knowledge base articles.
- Support ongoing ICT projects and maintenance tasks.
- Provide proactive support across all ICT systems and applications.
- Help ensure data accuracy and integrity across databases and systems.
- Stay current with technology updates and continuously develop skills.
- Contribute to overall ICT service quality, best practices, and stakeholder satisfaction.
Requirements
- Minimum 2 years' experience in a Service Desk or IT Support role.
- Familiarity with ITIL framework and change management principles.
- Certification in MCP, ECDL, or other relevant ICT qualifications.
- Strong knowledge of Microsoft operating systems and applications.
- Strong knowledge of desktop/laptop hardware and software and mobile and smart device configuration.
- Knowledge of Microsoft Server technologies (Application, Database, SharePoint servers).
- Basic scripting or development knowledge (e.g., HTML, ASP).
- Experience managing and communicating with stakeholders at various levels, both technical and non-technical.
If you are interested in this role, please send your CV to Sarah Friel in Lex Consultancy Recruitment.