272 Helpdesk Lead jobs in Ireland

Red Chair Recruitment
is seeking experienced Service Desk Engineers for our client, a leading Technology Services Partner specializing in financial sector and regulated businesses.

Remote Positions Available:

• Weekend Shift
• Up to £40k + benefits
• Night Shift
• Up to £45k + benefits

Join a talented team providing enterprise-level Microsoft 365 support to high-profile clients. You'll be responsible for delivering exceptional technical support, troubleshooting complex environments, and maintaining critical IT infrastructure for regulated businesses.

Essential Requirements

• MANDATORY:
  AZ-104 OR MS-102 certification (at least one required)
• 2+ years
  experience in IT Solution Provider/MSP environment
• Hands-on experience with Microsoft 365 ecosystem including:
• Active Directory & Exchange Online
• Office 365 applications & Autopilot
• Intune & Endpoint Manager
• Conditional Access & Multi-Factor Authentication
• Privileged Identity Management
• Azure Information Protection & Defender for Endpoint
• Azure Networking, Firewalls & Storage
• PowerShell scripting
• Azure Virtual Desktop
• Windows 10/11 and Apple OS support experience
• Strong diagnostic and problem-solving abilities

What You'll Bring

• Customer-focused approach with excellent communication skills
• Ability to thrive in fast-paced, priority-driven environments
• Problem ownership mindset with hunger to learn and progress
• Experience writing technical documentation and change requests

If you're an enthusiastic customer focused professional with strong organisational and communication skills and willing to learn and develop, this is a brilliant opportunity to take your next step with KellyRAC. With over 30 years leading the way in HVAC service and installation we are looking for a service desk administrator to join our team. You will be responsible for day to day customer service engagement, as well as assisting in attaining maximum utilisation of mobile technical resources through daily dispatch of service requests. You will be the primary first contact via phone and email with clients.

Essential Duties and Responsibilities:

The Service Desk administrator position is a key contributor of ensuring client satisfaction. This is achieved by proper assignment and managing of service requests and helping in managing client expectations.

· Act as the initial single point of contact to the customer for all types of service requests.

· Coordination of all service engineers to ensure maximum utilisation of billable resources.

· Pre-process service requests as they arrive through email, manual entry, or direct customer input.

· Assign customers calls, schedule on-site appointments,

· Schedule field technical resources.

· Monitor resource schedules to ensure prompt time entry on service requests.

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

· Watch deadlines on calls and ensure they are met.

· Work with engineers to ensure accurate time entry and efficient work practices.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· Ability to clearly document information within our system and documentation system real-time

· Ability to work on multiple priorities and/or tasks simultaneously.

· Excellent listening and communications skills, both verbal and written.

· Strong customer relationship skills.

· Organised, detail oriented and self-motivated.

· Strong computer skills and the ability to effectively communicate through e-mail and Teams

· Knowledge and hands-on experience of Microsoft Office applications i.e. Excel, Word

· Basic problem-solving abilities and ability to meet reasonable deadlines.

· Ability to build positive and collaborative relationships.

· Willingness to develop professionally.

· Pragmatic and hands-on approach

· Ability to work with little supervision and manage an engineer team.

Expected Outcomes:

· Improve customer service, perception, and satisfaction

· Quickly respond to customer requests

· Ability to work in a team and communicate effectively Improve usage and increase productivity of engineer team

· Effective management of the service calls SLA's

· Clear and relevant reporting to service team

· This position will be graded on the thoroughness of the information you obtain from the client, feedback from the technical support team, satisfaction of our clients and KPI reporting.

Educational/Vocational/Previous Experience Recommendations:

· 2+ years experience in Customer Service environment essential

· Experience in CMMS Software solutions.

Job Type: Full-time

Job Types: Full-time, Permanent

Pay: €35,000.00-€38,000.00 per year

Benefits:

• Company events
• On-site parking

Work Location: In person

Company Description
Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We're An Award-winning Employer Reflecting How Our Employees Are At The Very Heart Of Version 1 And What We Do

• UK & Ireland's premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We're a core values driven company, we hire people who share our values, and we reward those who display and foster them, it's deeply embedded within our DNA. Invest in us and we'll invest in you

Job Description

• Onsite role Dublin
• Full time position - 12-hour shifts with digital handovers to next shift. Routine is four shifts of days, four off, four of nights, four off, then repeat. Early shift: GMT 08:00hrs to 20:00hrs. Late shift: GMT 20:00hrs to 08:00hrs. Early shifts in the local office. Late shifts work from home.
• Shift Allowance -10% on top of base salary

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It's a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.

We are seeking an experienced and results-driven Level 1/Level 2 IT Service Desk Analyst

As an IT Service Desk Analyst, you are the first point of contact for technical support within the organization. Your role is to provide timely and professional assistance to resolve IT-related issues, helping your colleagues and our customers stay productive and meet their objectives. You take pride in delivering excellent customer service, applying your technical expertise, and ensuring a reliable IT infrastructure. Whether handling first-level queries or escalating more complex challenges or performing maintenance activities, you are committed to maintaining a smooth and efficient IT environment.

The successful candidate will play a critical role in managing and resolving complex technical issues within our Azure, AWS, Microsoft Office, and Windows service environments. This role demands a strong understanding of cloud technologies, exceptional problem-solving skills, and the ability to provide exceptional support to our clients.

Key Responsibilities

• Serve as the first point of contact for technical support via phone, email, or chat.
• Log and manage incidents, service requests, and queries in the ticketing system.
• Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software, and network problems.
• Escalate unresolved issues to higher support levels or specialized teams as needed.
• Provide support for user account management, such as password resets and access requests.
• Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).
• Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
• Contribute to the development and maintenance of the IT knowledge base.
• Deliver excellent customer service and build strong relationships with end-users.
• Monitor system performance and identify potential issues proactively.
• Collaborate with other IT teams to address complex or recurring problems.
• Participate in IT projects, such as system upgrades or deployments, when required.
• Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
• Perform scheduled maintenance, such as software updates, patch installations, and backups.
• Monitor and manage system alerts to address potential issues before they escalate.
• Review and refine service desk documentation and processes regularly for efficiency and accuracy.
• Test business continuity measures, including disaster recovery plans, to ensure readiness.
• Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
• Participate in ongoing training and development to stay current with IT trends and technologies.
• Flexibility to work in a rotating shift pattern, including nights, weekends, and holidays.

Qualifications

• Minimum of 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; ITIL v4 certification preferred.
• 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) operating systems.

Additional Information
Why Version 1?
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits.
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working, Version 1 is tremendously understanding of life events and people's individual circumstances and offer flexibility to help achieve a healthy work life balance.
• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
• Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
• Reward schemes including Version 1's Annual Excellence Awards & 'Call-Out' platform.
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits… drop us a note to find out more.

Ashley Smith - Talent Acquisition Capability Partner

Ergo are currently seeking a permanent Service Desk Analyst for a client based in Dublin's city centre whose primary duty is to provide first line technical support to internal staff.

This role is initially fully onsite during training and will then be 2-3 days per week onsite each week.

What will you do?

• Take full ownership of assigned support tickets, ensuring timely, professional, and satisfactory resolution.
• Adhere strictly to Service Level Agreements (SLAs) when handling customer queries and calls.
• Install, configure, and troubleshoot both hardware and software related to IT systems.
• Identify and report anomalies on customer sites by raising service tickets and initiating escalation procedures as needed.
• Conduct routine system security checks and backups, providing up-to-date status reports.
• Collaborate with technical teams to maintain system connectivity and compatibility.
• Maintain accurate records of hardware/software inventories, licensing, user access, and security protocols.
• Occasionally deliver technical training to customer system administrators and end users.
• Ensure the confidentiality of all processed, stored, or accessed information.

What do you need?

• IT qualifications desirable
• At least one years experience in a service desk role
• Great communication and interpersonal skills
• Experience with Microsoft Operating Systems
• Knowledge of Microsoft Applications
• Anti-Virus/spyware/malware applications
• Industry Standard Troubleshooting Procedures

If you're an enthusiastic customer focused professional with strong organisational and communication skills and willing to learn and develop, this is a brilliant opportunity to take your next step with KellyRAC. With over 30 years leading the way in HVAC service and installation we are looking for a service desk administrator to join our team. You will be responsible for day to day customer service engagement, as well as assisting in attaining maximum utilisation of mobile technical resources through daily dispatch of service requests. You will be the primary first contact via phone and email with clients.

Essential Duties and Responsibilities:

The Service Desk administrator position is a key contributor of ensuring client satisfaction. This is achieved by proper assignment and managing of service requests and helping in managing client expectations.

· Act as the initial single point of contact to the customer for all types of service requests.

· Coordination of all service engineers to ensure maximum utilisation of billable resources.

· Pre-process service requests as they arrive through email, manual entry, or direct customer input.

· Assign customers calls, schedule on-site appointments,

· Schedule field technical resources.

· Monitor resource schedules to ensure prompt time entry on service requests.

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

· Watch deadlines on calls and ensure they are met.

· Work with engineers to ensure accurate time entry and efficient work practices.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· Ability to clearly document information within our system and documentation system real-time

· Ability to work on multiple priorities and/or tasks simultaneously.

· Excellent listening and communications skills, both verbal and written.

· Strong customer relationship skills.

· Organised, detail oriented and self-motivated.

· Strong computer skills and the ability to effectively communicate through e-mail and Teams

· Knowledge and hands-on experience of Microsoft Office applications i.e. Excel, Word

· Basic problem-solving abilities and ability to meet reasonable deadlines.

· Ability to build positive and collaborative relationships.

· Willingness to develop professionally.

· Pragmatic and hands-on approach

· Ability to work with little supervision and manage an engineer team.

Expected Outcomes:

· Improve customer service, perception, and satisfaction

· Quickly respond to customer requests

· Ability to work in a team and communicate effectively Improve usage and increase productivity of engineer team

· Effective management of the service calls SLA's

· Clear and relevant reporting to service team

· This position will be graded on the thoroughness of the information you obtain from the client, feedback from the technical support team, satisfaction of our clients and KPI reporting.

Educational/Vocational/Previous Experience Recommendations:

· 2+ years experience in Customer Service environment essential

· Experience in CMMS Software solutions.

Job Type: Full-time

Job Types: Full-time, Permanent

Pay: €35,000.00-€38,000.00 per year

Benefits:

• Company events
• On-site parking

Work Location: In person

Location: Dublin 1

Job Type: Permanent

Work Type: Onsite

Role Type: First Line Technical Support

Overview of Role

Our client requires a Service Desk Analyst to provide first line technical support to internal staff, handling IT-related issues through analysis, diagnosis, and resolution. The role involves ownership of support tickets, adhering to SLAs, troubleshooting hardware and software, performing system security checks and backups, and providing occasional technical training.

Role & Responsibilities:

• Take full ownership and responsibility for allocated support tickets ensuring prompt and professional resolution.
• Adhere strictly to SLAs when handling customer tickets and calls.
• Install, configure, and troubleshoot IT-related software and hardware.
• Identify anomalies at customer sites, raise service tickets, and trigger escalation procedures.
• Perform routine system security checks, backups, and produce status reports.
• Collaborate with other technical staff to ensure system connectivity and compatibility.
• Maintain hardware and software inventories, licensing, user access, and security records.
• Provide technical training occasionally to system administrators and end-users.
• Maintain confidentiality of processed, stored, or accessed information.
  Fulfil various general duties as required.

Skills, Qualifications & Experience:

• IT qualifications desirable.
• Previous experience in a service desk role.
• Effective communication and people skills.
• Proficiency in documented technical skills including Microsoft Operating Systems, Microsoft Applications, and Antivirus/Spyware/Malware applications.
  Familiarity with industry-standard troubleshooting procedures and Active Directory.

Experience:

• Demonstrated experience in first line technical support.
• Handling and resolving service desk tickets with SLA adherence.
  Experience with IT hardware and software installation and troubleshooting.

Education & Certifications:

• Relevant IT qualifications are desirable.
  Certifications in Microsoft technologies or IT service management are advantageous.

Visa:

Irish/EU Citizen or Stamp 4 Visa holder.

About Us

As Ireland's largest IT Solutions Provider with a growing global footprint, ergo offers deep expertise across managed IT & hardware services, cloud, applications & software services, IT resourcing, and modern work solutions. Our recent technology awards reflect our commitment to delivering industry-leading IT solutions, highlighting our team's dedication and expertise.

If you're an enthusiastic customer focused professional with strong organisational and communication skills and willing to learn and develop, this is a brilliant opportunity to take your next step with KellyRAC. With over 30 years leading the way in HVAC service and installation we are looking for a service desk administrator to join our team. You will be responsible for day to day customer service engagement, as well as assisting in attaining maximum utilisation of mobile technical resources through daily dispatch of service requests. You will be the primary first contact via phone and email with clients.

Essential Duties and Responsibilities:

The Service Desk administrator position is a key contributor of ensuring client satisfaction. This is achieved by proper assignment and managing of service requests and helping in managing client expectations.

· Act as the initial single point of contact to the customer for all types of service requests.

· Coordination of all service engineers to ensure maximum utilisation of billable resources.

· Pre-process service requests as they arrive through email, manual entry, or direct customer input.

· Assign customers calls, schedule on-site appointments,

· Schedule field technical resources.

· Monitor resource schedules to ensure prompt time entry on service requests.

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

· Watch deadlines on calls and ensure they are met.

· Work with engineers to ensure accurate time entry and efficient work practices.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· Ability to clearly document information within our system and documentation system real-time

· Ability to work on multiple priorities and/or tasks simultaneously.

· Excellent listening and communications skills, both verbal and written.

· Strong customer relationship skills.

· Organised, detail oriented and self-motivated.

· Strong computer skills and the ability to effectively communicate through e-mail and Teams

· Knowledge and hands-on experience of Microsoft Office applications i.e. Excel, Word

· Basic problem-solving abilities and ability to meet reasonable deadlines.

· Ability to build positive and collaborative relationships.

· Willingness to develop professionally.

· Pragmatic and hands-on approach

· Ability to work with little supervision and manage an engineer team.

Expected Outcomes:

· Improve customer service, perception, and satisfaction

· Quickly respond to customer requests

· Ability to work in a team and communicate effectively Improve usage and increase productivity of engineer team

· Effective management of the service calls SLA's

· Clear and relevant reporting to service team

· This position will be graded on the thoroughness of the information you obtain from the client, feedback from the technical support team, satisfaction of our clients and KPI reporting.

Educational/Vocational/Previous Experience Recommendations:

· 2+ years experience in Customer Service environment essential

· Experience in CMMS Software solutions.

Job Type: Full-time

Job Types: Full-time, Permanent

Pay: €35,000.00-€38,000.00 per year

Benefits:

• Company events
• On-site parking

Work Location: In person

This role is based onsite in our Dublin office and is an ongoing contract. It is a Monday - Friday working pattern.

ATOS Ireland as part of the Global ATOS family and a key supplier of high quality IT and Consultancy services for local customers based in Republic of Ireland.

We are a dynamic and diverse team committed to working together to find innovative and tailored solutions, with services spanning Digital Workplace, Networking, Infrastructure, Security, Software Development, and Business Platform Support, leveraging many years of bespoke experience in the local market and beyond.

We are passionate about internal opportunities and people development. If you want to join a close knit team and learn about a wide span of different tooling and technologies this is the team for you.

You will receive 2 weeks of onboarding learning about all elements of the global and local company – tailored in the latter half to your primary assigned customer. You will be assigned a buddy to help you settle in and traverse all of the new processes and resources you now have access to.

If you are passionate about using technology to assist in solving complex problems and enjoy a high energy environment where learning and innovation are recognised strengths then this is the place for you.

We are seeking someone with the below experience that will be comfortable stepping into an active role with Atos. From that starting point, you will be given opportunities to learn and widen your knowledge base, all of which combined can lead to longer-term career progression if this is what you seek. It is our mindset to pursue this and reward our colleagues when opportunities arise.

• Working knowledge of Windows 10 and 11
• ITIL methodology awareness
• 6+ months previous IT contact center or customer service experience
• Or has worked in a target driven environment where incidents must be managed within specific SLA's Service Desk Agent
• Relevant IT Certification or equivalent, for example (eg MD100, MS900, CompTIA A+)

Role Overview

The Service Desk Agent provides technical support and assistance to end users of IT services provided by the company. As a Service Desk Agent, you will remotely troubleshoot and repair local hardware and software issues for our Customers in Ireland.

To Succeed

We believe that a mix of these attributes, mindsets and attitudes lead to success in this role and our business. If you see these in yourself, we would love to talk to you.

• Fluent English Language Skills Able to communicate with customers on a day-to-day basis via telephone, email & chat services.
• Able to quickly build rapport with customers, colleagues and management
• Flexibility Takes account of new information or changed circumstances and modifies their approach accordingly.
• Creativity Takes innovative approaches to problem solving
• Diligence Follow-up and Monitoring, Check progress against targets, reporting as necessary and taking action.
• High level of motivation and focus on daily tasks
• Enthusiasm to seek out opportunities within the business

Please click Apply to find out more.

If you require additional support with the recruitment process, please let us know during the application process, or email us directly at UK-Recruitment-

Service Desk Manager Centric Health

The Service Desk Manager leads the IT support team that handles requests, incidents, and issues across the business. This role ensures reliable day to day operations, accurate tracking of hardware and software assets, and consistent onboarding and offboarding processes for employees.

Benefits of Working with Centric Health

• Pension: Company matches a 5% employee contribution monthly.
• Employee Assistance Programme: Access to independent, trusted advisors for personal challenges.
• Sick Leave: Up to 2 weeks of paid sick leave upon completion of probation.
• Discounted GP Visits: Available for employees and immediate family at Centric Health Practices.
• Indemnity Coverage: Provided under the company's policy.
• Birthday Day Off
• Maternity & Paternity Leave
• Flexible Working Arrangements

Specific Job Details:

Location: RSA House, Sandyford Road, Dundrum, Dublin 16

Contract Type: Perm Fulltime

Hours: 40 hours per week

Working Pattern: Monday to Friday (09:00am to 18:00pm)

Responsibilities:

• Manage day to day operations of the service desk
• Triage incoming incidents and service requests and assign them to the appropriate service desk engineer
• Oversee the handling of all tickets to make sure issues are resolved within agreed timelines
• Maintain accurate hardware and software asset inventories
• Ensure processes for starters and leavers are in place and followed consistently
• Develop and maintain service desk procedures and knowledge base articles
• Track performance using SLA compliance, resolution times, and customer satisfaction metrics
• Produce regular performance and asset reports for leadership
• Identify recurring problems and work with other IT teams to deliver long term fixes
• Train, mentor, and support service desk staff to improve technical and customer service skills
• Act as the escalation point for complex or critical issues
• Coordinate with vendors or external partners when third party support is needed
• Support change management activities by preparing the desk for new systems or updates

Day to Day Activities:

• Monitor incoming tickets, triage each one, and assign to the right engineer based on skill and workload
• Review ticket queues throughout the day and adjust priorities as needed
• Check dashboards to monitor SLA compliance and spot atrisk tickets
• Hold short team meetings to confirm daily priorities and share updates
• Respond to escalations from analysts handling difficult or high impact cases
• Communicate with users or managers about ongoing major incidents or delays
• Validate and update hardware and software asset records in the inventory system
• Review and approve onboarding and offboarding tasks to ensure equipment, accounts, and access are handled correctly
• Approve and review updates to the knowledge base and standard procedures
• Provide coaching and on the spot training for team members during live support situations
• Work with other IT teams when issues go beyond first or second line support
• Report to leadership on service desk performance and highlight risks or patterns
• Update project management with progress regularly

Equal Opportunity Statement

Centric Health is an equal opportunities employer committed to fostering a diverse and inclusive workforce.

Location: Hybrid / Dundrum, Dublin, Co. Dublin, D16 FC92, Ireland

Job type:

Permanent / Full-Time

Sector and subsector: IT | Management & Senior Appointments

Salary: Competitive Salary