Desktop Support Analyst

4 weeks ago

Dublin, Dublin City, Ireland ESP Global Services Full time
Desktop Support Analyst - Dublin Airport

Join to apply for the Desktop Support Analyst - Dublin Airport role at ESP Global Services.

About The Job

Working as a Level 2 Desk Analyst, you'll be responsible for desktop/end user technologies, collaboration tools, and mobile technologies. This position works collaboratively with the client's IT departments for end user break/fix and other support functions.

What you will do
  1. Respond to customer calls and emails, scope and accurately log each ticket, then process, carrying out basic fault diagnosis.
  2. Identify and apply the correct priority, service level agreement, and category whilst capturing a full detailed description of the issue.
  3. Own customer tickets and ensure the customer/user is kept fully up to date throughout its lifecycle.
  4. Liaise with both partners and engineers, confirm tickets have been accepted and progressed, and obtain updates as needed.
  5. Maintain high standards of customer service at all times to encourage an excellent customer experience.
  6. Train and mentor Level 1 Service Desk Analysts.
  7. Work with Level 1 Service Desk Analysts to assist with escalated incidents.
  8. Work with the management teams to ensure all platform documentation is kept up to date.
  9. Foster a productive working atmosphere within the team, role model excellent personal standards.
  10. Proactively monitor the IT support provided, looking for potential issues and highlighting them as appropriate.
  11. Collaborate with the Service Management team to identify and resolve problems and reduce the occurrence of incidents/faults.
  12. Work with different teams to ensure solutions are delivered to improve customer experience.
  13. The 2nd Line Support Analyst pattern will be 7:00am to 6:00pm, on rotation, totaling 37.50 hours per week.
What you will bring to ESP
  • At least 2 years' experience in a customer-facing/customer service role.
  • Good knowledge of MS Office products.
  • Self-motivated with a willingness to learn and adapt to new situations.
  • Excellent verbal and written communication skills.
  • Process-driven with the ability to be innovative.
  • Excellent interpersonal skills; ability to communicate with customers at all levels.
  • ITIL v3 foundation qualification.
  • Good working knowledge of Active Directory.
Physical Requirements
  • Able to lift or push 20-40 kilograms of equipment if needed.
  • Able to stand or kneel for extended periods.
  • Able to use mechanical tools.
Candidate Profile

If you are proficient in English, motivated to develop your career in IT support, passionate about delivering service excellence, and enjoy working in diverse end-user environments, we should connect and explore opportunities.

What We Will OfferPersonal & Professional Development

We offer unlimited access to training to help you develop your career, including specific technologies and client environment training, complemented by learning journeys via our L&D system to help you reach your career goals.

Diversity, Inclusion & Belonging

We are unconditionally inclusive and celebrate individual uniqueness. Diverse backgrounds are valued and contribute to our success.

Salary & Benefits

We offer a competitive salary based on experience, with benefits including 20 days of annual leave, Perkbox discounts, and ESP learning opportunities.

About ESP Global Services

Since 1992, ESP Global Services has provided 24/7 global IT support solutions, managing over 1,000 tickets daily for more than 200 customers, with a focus on customer-centric, tailored IT support for the aviation industry.

#J-18808-Ljbffr

  • Desktop Support Analyst

    3 weeks ago

    Dublin, Dublin City, Ireland ESP Global Services Full time

    Desktop Support Analyst - Dublin Airport About the job: Working as a Level 2 Desk Analyst you'll be responsible for desktop/end user technologies, collaboration tools, and mobile technologies.This position works collaboratively with the client's IT departments for end user break/fix and other support functions.What you will do? Respond to customers calls and...

  • Desktop Support Specialist

    2 weeks ago

    Dublin, Dublin City, Ireland beBee Careers Part time

    Job SummaryThe Part-time System Support Analyst plays a pivotal role in delivering high-quality desktop support and ensuring exceptional customer satisfaction with systems and applications.This position involves troubleshooting PC and Mac software and hardware, supporting various end-user devices, including PCs, printers, scanners, mobile devices, and other...

  • Desktop Support Specialist

    2 weeks ago

    Dublin, Dublin City, Ireland beBee Careers Full time

    We are seeking an experienced and skilled Desktop Support Analyst to join our team. This role is ideal for individuals who are passionate about delivering exceptional customer service and have a strong background in IT support.Job DescriptionThis challenging position involves providing level 2 desktop/end user technologies, collaboration tools, and mobile...

  • Desktop Support Engineer

    1 week ago

    Dublin, Dublin City, Ireland Reperio Human Capital Full time

    Desktop Support Engineer 98055 Desired skills: Windows, L1, L2, Mac, Azure Our client is actively seeking a skilled Desktop Support Technician for a contract position, emphasizing both technical expertise and effective communication abilities to uphold smooth ICT operations. Desktop Support Engineer Responsibilities: Offer 2nd level support...

  • Desktop Support Engineer

    3 weeks ago

    Dublin, Dublin City, Ireland Reperio Human Capital Full time

    Desktop Support EngineerA skilled Desktop Support Technician is sought to provide technical expertise and excellent communication skills for the maintenance of seamless ICT operations on a contract basis.Responsibilities:Provide 1st & 2nd level support for desktop, application, mobile platform, and network issues.Assist in Desktop OS and application...

  • Desktop Support Specialist

    2 weeks ago

    Dublin, Dublin City, Ireland beBee Careers Full time

    Desktop Support RoleOur client seeks an experienced Desktop Support Technician to provide seamless ICT operations. Responsibilities include providing 1st & 2nd support for desktop, application, mobile platform, and network issues.Main tasks include installing, upgrading, troubleshooting, and resolving incidents related to software and hardware promptly....

  • Desktop Support Engineer

    2 weeks ago

    Dublin, Dublin City, Ireland Reperio Human Capital Full time

    Desktop Support Engineer 98987 Desired skills: L1, L2, Windows, O365, Helpdesk Desktop Support Engineer Contract | €160/day+ | Dublin Our client eagerly seeks an experienced Desktop Support Technician on a contract basis, valuing both technical prowess and strong communication skills to maintain seamless ICT operations. Responsibilities: ...

  • Desktop Support Engineer

    1 week ago

    Dublin, Dublin City, Ireland Reperio Human Capital Full time

    Desktop Support Engineer 98987 Desired skills: L1, L2, Windows, O365, Helpdesk Desktop Support Engineer Contract | €160/day+ | Dublin Our client eagerly seeks an experienced Desktop Support Technician on a contract basis, valuing both technical prowess and strong communication skills to maintain seamless ICT operations. Responsibilities: ...

  • Desktop Support Specialist

    2 weeks ago

    Dublin, Dublin City, Ireland beBee Careers Full time

    Key ResponsibilitiesThis role involves providing exceptional technical support to clients, addressing desktop, application, mobile platform, and network issues.We are seeking a skilled Desktop Support Engineer who can assist in the rollout of Desktop OS and applications, ensuring seamless operation.Provide first and second-level support for technical...

  • Desktop Support Engineer

    3 weeks ago

    Dublin, Dublin City, Ireland Reperio Human Capital Full time

    Desktop Support EngineerWe are seeking an experienced Desktop Support Technician to join our team on a contract basis.Responsibilities:Provide 1st & 2nd support for desktop, application, mobile platform, and network issues.Assist in Desktop OS and application rollouts, including testing and documentation.Install, upgrade, troubleshoot, and resolve incidents...