Service Desk Analyst
HybridGalway, Connacht, Ireland
Galway, Connacht, IrelandHybridFull TimeTECHLarge
Full TimeLargeTECH
Job Summary
Triage and log every inbound contact via phone, chat, portal, and email in Jira Service Management, resolving common endpoint, account, and connectivity issues at first contact. Handle password resets, MFA, and access requests while maintaining up-to-date asset records for starters and leavers. Escalate complex diagnostics to L2/L3 teams and vendors, tracking tickets to closure within agreed SLAs. Create and improve knowledge articles to drive self-service adoption and maintain high CSAT scores. Work three days in-office in a hybrid model supporting Planet's global workforce in payments and commerce.
Required Qualifications
- Experience in a service desk or first-line IT support role
- Experience ideally within a global or regulated organisation
- Strong working knowledge of Windows 10/11
- Strong working knowledge of Microsoft 365
- Strong working knowledge of common business applications
- Familiarity with Active Directory / Entra ID account administration
- Confident using an ITSM ticketing tool such as Jira Service Management or ServiceNow
- Understanding of ITIL incident and request management fundamentals
- Excellent telephone manner
- Excellent written communication
- Customer-first mindset
- Able to follow SOPs and knowledge articles precisely
- Able to work to defined SLAs
- Basic troubleshooting of hardware
- Basic troubleshooting of connectivity
- Basic troubleshooting of VPN
- Basic troubleshooting of mobile devices
- Three days a week in the office
Desired Qualifications
- ITIL Foundation certification
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