Service Desk Level 1/Level 2 Analyst (IT/Cloud)

Location: Dublin, County Dublin, Ireland; rotating shifts including nights, weekends, and holidays.

Company

hirify.global delivers technology and transformation solutions, managed services, and IT solutions for global brands, with partnerships including Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake.

What you will do

• Provide first- and second-line technical support by phone, email, and chat.
• Log, triage, diagnose, troubleshoot, escalate, and resolve incidents, service requests, and queries in line with SLAs.
• Support user accounts, passwords, access requests, hardware, software, networks, Azure, AWS, Microsoft Office, and Windows environments.
• Maintain incident records, knowledge-base content, service desk documentation, and operational processes.
• Monitor system performance and alerts, perform health checks, scheduled maintenance, updates, patches, and backups.
• Collaborate on recurring issues, IT projects, upgrades, deployments, business continuity, disaster recovery testing, and continuous service improvement.

Requirements

• 2–5 years of IT support experience, including experience in a service desk support role.
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Experience with service desk management tools such as ServiceNow.
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification is preferred.
• Strong communication, interpersonal, problem-solving, analytical, reporting, strategic-thinking, and decision-making abilities.
• Customer-focused approach, ability to manage multiple priorities and deadlines, and adaptability to changing technologies and processes.
• Proficiency in Microsoft Office 365 support, Active Directory, and Group Policy support.
• Knowledge of AWS and Azure fundamentals.
• Technical proficiency in Windows Server; Linux experience is preferable.

Culture & Benefits

• Flexible and remote-working options are offered to support work-life balance.
• Quarterly performance-related profit share, pension with a 5% employee-matched contribution, private healthcare, life assurance, financial advice, and employee discounts.
• Career progression, mentorship, quarterly career development, educational assistance, and incentivised AWS, Microsoft, Oracle, and Red Hat certifications.
• Generous holiday allowance, enhanced maternity and paternity leave, marriage or civil partnership leave, special leave, and wellbeing programmes.
• Gym discounts, Bike to Work, fitness classes, mindfulness workshops, employee assistance, recognition awards, and community and inclusion initiatives.