Service Desk Level 1/Level 2 Analyst

Version 1 is a leading business transformation partner seeking a Level 1/Level 2 IT Service Desk Analyst to provide technical support and resolve technical issues for customers. The role focuses on providing excellent customer service, ensuring a reliable IT infrastructure, and maintaining a smooth IT environment. This is a full-time on-site position based in Dublin requiring a 12-hour shift, with the flexibility to work a rotating shift pattern, including nights, weekends, and holidays.

Requirements

• 2-5 years of experience in IT support
• Experience in a service desk support role
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies
• Experience with service desk management tools (e.g., ServiceNow)
• Knowledge of ITIL frameworks and best practices
• Strong communication, interpersonal, and problem-solving abilities
• Customer-focused mindset with a commitment to delivering high-quality support
• Strategic thinking and decision-making
• Ability to manage multiple priorities and meet deadlines
• Adaptability to evolving technologies and processes
• Strong analytical and reporting skills
• Proficiency in Microsoft Office 365 Support
• Knowledge of AWS and Azure fundamentals
• Proficiency in Active Directory and Group Policy Support
• Technical proficiency in Windows Server and Linux (preferable)
• Comfort with Microsoft Office 365 Support
• Proficiency in Active Directory and Group Policy Support

Benefits

• Comprehensive benefits package
• Private medical and life insurance
• Employee-designed Profit Share scheme