IT Analyst

Staffline Recruitment Ireland are delighted to be partnering with our client, one of the world's leading law firms, in their search for an experienced IT Analyst.

As the IT Analyst, you will be the first point of contact for IT incidents, requests, and inquiries and responsible for providing both remote and onsite support to ensure the smooth operation of the IT services.

Key Responsibilities:

• Serve as the first point of contact for all IT incidents/requests through ServiceNow, phone, email, the IT portal, and onsite.
• Troubleshoot and resolve hardware and software issues, documenting all actions and outcomes within ServiceNow tickets.
• Provide timely and effective solutions to users, escalating complex issues where necessary.
• Maintain up-to-date knowledge of ongoing problems, workarounds, and IT solutions.
• Monitor and manage ServiceNow ticket queues, ensuring customers receive regular updates (at least every 24 hours).
• Collaborate effectively with colleagues and IT contacts, sharing knowledge and best practices.
• Assist with ad-hoc IT support and project work as required.

Qualifications & Skills:

• At least 1 year of experience working in a large professional services environment
• Technical expertise in supporting production environments, including hardware, software, networking, and infrastructure.
• Proficient with Windows 10, Microsoft Office 365, M365, SharePoint, MS Teams, and related software.
• Experience with Azure/Hybrid environments and BOYD support.
• Strong troubleshooting skills for IT issues, including remote support.
• ITIL Foundation certification preferred, or at least familiarity with ITIL best practices.
• Experience handling Major Incident escalations and collaborating with support teams.
• Must have excellent communication skills, ability to work on own initiative and solution focused.

Please contact Ellen at Staffline for more details.