• Great Salary Package and career progression

Where: Dublin Airport

Role Purpose
An exciting opportunity is now available to join the ESP IT Service Desk team at Dublin Airport in the position of Senior Service Desk analyst, supporting our customer ‘Dublin Airport Authority’ with all IT Incident and Service Request via phone and online portal during daytime only for Monday to Friday.

Dublin Airport is among the top 10 best performing airports in Europe and has seen over 400 million passengers travel through it since its opening.
This role provides a unique opportunity for the successful individual to be part of Dublin Airport team. These are exciting and challenging times and this role creates a massive learning opportunities and self-development for one’s professional career. You will be exposed to many different types of issues and will learn to strive at exceptional resolution processes.

Senior service desk analyst

The Senior Service Desk Analyst will need to have excellent customer service skills as they will be working with customers on a daily basis. They will also need to be able to work well under pressure and have the ability to troubleshoot complex issues.
Senior service desk analysts must be able to handle a large volume of calls and emails at once while still providing quality customer service. They also need strong communication skills so they can effectively communicate with follow Junior analysts

Primary Responsibilities

Identifying and escalating critical issues to management.
Providing end user support to help users with routine problems they encounter while using computer applications.
Working collaboratively with technical engineers to identify and resolve complex issues.
Responding to requests for help from users who are having trouble using an application or computer tool or who need help with their job tasks.
Researching and troubleshooting problems in order to identify solutions.
Providing support for new technology implementations by testing software and installing updates.
Providing customer support via phone, email, chat, or instant message to users who need help with their computers or mobile devices.
Participating in end user training sessions to ensure that users are able to use new technologies effectively.

Excellent communicator

Maintain a high level of communication both verbal and written with customer and colleagues in particular when an issue is being worked to ensure awareness is clear on expected resolution time and planned next steps to resolve.

• Skills / Competencies / Experience Required.
• 2 years' experience required in an IT service Desk role for role holder to perform fully and effectively in the job.
• Good knowledge and experience in IT hardware, Microsoft Desktop software & network fundamentals,
• Strong diagnostics and trouble shooting skills
• Self-motivated with a willingness to learn and adapt to any new change or situation
• Excellent verbal and written communication skills
• Good understanding of IT networks & IT fundamentals. CompTIA A+ and/or MCP accreditation desirable

Working hours will be 9am to 5.30pm
ESP offers a reward package of up to €30,000+ pension, life assurance and access to ongoing training and career development.
Please apply now to be considered. We will endeavour to get back to all applicants by phone/email.