Service Desk Analyst

Service Desk Analyst - South Dublin Unijobs on behalf of our public sector client, are currently recruiting for the position of Senior Service Desk Analyst in South Dublin. Fully on-site role with no hybrid work options available. This post is for 12 months initially with options to extend after (3-month and 6-month probation period). Working Hours: 8:00 AM to 6:00 PM, Monday to Friday. Occasional overtime required, with potential on-call support during evenings and weekends. Daily rate of €216.66 per day. Position Summary: Our client is seeking a Service Desk Analyst to join their team. This role provides high-level technical support across our client's head office sites, ensuring seamless operations in a healthcare environment. This fully on-site role requires occasional overtime and potential on-call support during evenings and weekends, ensuring consistent support for our client's organization's needs. Strong interpersonal and communications skills in a complex environment combined with technical are essential to ensure that our clients customers get the service they need. Key Responsibilities (including but not limited to): Act as the first point of contact for all IT support issues via phone, email, or ticketing system (ServiceNow). Log, prioritise, escalate, and resolve incidents and service requests in line with SLAs and standard procedures. Provide remote and deskside support to clinical and administrative users, ensuring minimal disruption to patient care or daily operations. Diagnose and resolve hardware, software, and peripheral faults for laptops, desktops, printers, scanners, and AV equipment. Perform user administration tasks including: Creating/amending user accounts and mailboxesusing Active Directory, Microsoft 365, and Azure AD. Managing password resets, distribution lists, shared mailboxes, and multi-factor authentication (MFA). Adjusting access controls and file/folder permissions on network shares. Install and configure operating systems, standard applications, and ICT-approved hardware. Assist in the setup of new hardware and software deployments and liaise with third-party vendors for installation, warranty, and repairs. Adhere to all ICT processes including ticket logging, escalation protocols, and asset management procedures. Support service improvement activities and contribute to process optimisation and documentation updates. Provide backup support to colleagues and contribute to a collaborative, high-performing team culture. Required Experience & Technical Skills: Minimum 2 years' experience working in a busy IT Service Desk or Desktop Support environment. Proven experience with: Windows 10 and 11 Active Directory (user management, password resets, group policies) Microsoft 365 administration (Outlook, Teams, OneDrive, SharePoint) Azure Active Directory and cloud-based authentication tools ServiceNow or similar IT Service Management (ITSM) platforms Working knowledge of: Remote support tools and screen sharing utilities Printers, scanners, and basic AV support Networking basics and troubleshooting (Wi-Fi, switches, DNS/DHCP fundamentals) Ability to follow ITIL-aligned processes; ITIL Foundation certification is desirable. Experience in the Irish public health sector or familiarity with healthcare IT systems is a plus. Key Competencies: Exceptional customer service skills with a calm, empathetic, and professional manner. Excellent verbal and written communication skills, including phone etiquette. Demonstrated ability to work under pressure, manage competing priorities, and meet tight deadlines. Strong problem-solving and analytical skills with the ability to diagnose and resolve incidents effectively. Highly organised, detail-oriented, and proactive with a strong sense of responsibility. Ability to collaborate effectively with ICT colleagues and engage with non-technical users. Willingness to contribute to team development, cross-training, and service maturity initiatives. Additional Requirements: Fully on-site role with no hybrid work options available. Occasional overtime required, with potential on-call support during evenings and weekends. Availability to work from 8:00 AM to 6:00 PM, Monday to Friday. Unijobs is an equal opportunities employer *This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role* Skills: Active Directory Level 1 support Troubleshoot Hardware Software Ticket