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IT Service Desk Analyst

My client is a respected educational body based centrally in Dublin 2 who are seeking to hire an experienced IT Service Desk Analyst to support a wide variety of internal stakeholders.

You will:

  • Deliver prompt in-depth, customer-focused technical support to wide variety of stakeholders.
  • Provide in-person, phone and remote based 1st, 2nd and 3rd Line support for any service within the IT Service Catalogue and resolve all issues with desktop computers, laptops & mobile devices used by stakeholders.
  • Resolve incidents and service requests, raised via the IT Service Desk, adhering to agreed procedures and service levels.
  • Perform hardware and software fault diagnosis and resolution including re-building devices and recovering data.
  • Provide support for the technical systems administration for an IT Service Desk tools, for example the Phone Call Management, Queue Management, Remote Support and ITSM system.
  • Ensure that all work is logged and recorded in the IT Service Desk system and that customers are keep informed of status and progress of incidents logged.
  • Maintain a high degree of customer service for all support incidents & service requests and adhere to all service management principles.
  • Promptly, & appropriately, escalate complex incidents which cannot be resolved to other 3rd line support teams in IT Services.
  • Write & maintain procedural documentation and review other written documentation to assist the IT Service Desk with knowledge management in the resolution of common incidents and for service support purposes.
  • Be responsible for providing mentoring, training and support to other colleagues when required.
  • Implementing such measures as recommended by the  IT Security Manager to ensure that the security of the  IT systems is maintained; responding to any breaches of security and install appropriate protection.


  • Essential - Degree or postgraduate qualification in an Information Technology, Computer Science related discipline or A degree or postgraduate qualification with demonstratable appropriate level and range of professional experience in IT -
  • Desirable - ITIL or equivalent IT Service Management qualification


  • In-depth technical knowledge of Windows and Mac Operating Systems and knowledge of a wide-range of software applications including MS Office (O365), web browsers and utilities
  • Excellent troubleshooting knowledge for Windows & Mac operating systems and hardware issues
  • Knowledge of networking troubleshooting
  • Awareness of IT security fundamentals


  • Essential - At least 4 year's experience of working IT support environment with a wide variety of stakeholders
  • Experience of using an ITSM tool and compiling and maintaining accurate work records and documentation.
  • Experience of working in a team, aware of the importance of sharing experience, knowledge and information with others and evidence of ability to build beneficial working relationships
  • Demonstrated experience of excellent problem-solving including an ability to diagnose complex hardware and software faults and successful delivery of solutions to complex problems in a measured and creative way, demonstrating the ownership of issues and opportunities.


  • An understanding of what customer service excellence means and demonstrate excellent customer service skills, with a good telephone manner, keeping the customers’ needs continually in mind when taking actions or making decisions
  • Excellent written and verbal communication skills with the ability to convey and to present potentially complex technical information so that it is clear and easily understood
  • Ability to build and develop relationships with peers and stakeholders to ensure effective exchange of information to support day-to-day work using existing practices.
  • Good time management skills

If you meet the requirements and can commit to a contract, please send your CV to Ellen via the enclosed link.

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[IT Service Desk Analyst / #EB17323]

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Call us on +353 1 6633030 and quote job reference #EB17323