Senior Desktop Support Analyst
Please note a full version of the job description is available when you click apply and are brought through to the University of Limericks vacancies page.
JOB SYNOPSIS
Reporting to the IT Services Manager, you will provide technical leadership and will act as an escalation point within the IT Services team (ITS). The ITS team is the focal point in ITD for first and second level ICT support, and customers include staff and students. The post holder will work with the IT Services team, the IT Services Manager and colleagues responsible for supporting Intune, Auto Pilot, Active Directory, Jamf, Cloud Systems to manage and maintain UL's estate of Windows and Macintosh based client devices and a wide range of mobile devices connected to the UL network.
Office of the Director of Information Technology
Information Technology Division
Contract Type: Permanent
Salary Scale: €55,851 - €66,983 p.a.
University of Limerick is a research-led, energetic and enterprising institution with a proud record of innovation and excellence in education and scholarships. We value creativity, curiosity and excellence in our inclusive community which is committed to social good. Our motto Eagna chun Gnímh translates as Wisdom for Action reflecting our mission to contribute to the discovery of new knowledge for a better world.
Informal enquiries regarding the post may be directed to:
Ms Mary O Donoghue
IT Services Manager
Information Technology Division
University of Limerick
Email:
The closing date for receipt of applications is Friday, 20th March 2026
Applications must be completed online before 12 noon, Irish Standard Time on the closing date.
Please note your application must include:
A letter of introduction and a current CV indicating how you meet the criteria outlined in the Job description.
A completed online application form.
Are you currently legally entitled to work and reside in Ireland?
If you are not currently an EEA Citizen and have stated that you are currently legally entitled to work and reside in Ireland, you MUST upload a copy of your current Visa and Work permit in the attachments section application form. Unfortunately, if the attachment, as noted, is required and not provided your application cannot be processed.
Please note your current work authorisation status must allow you to fulfil the terms of the contract on offer.
JOB PURPOSE:
Some of the main high-level objectives of the role will be to:
Responsibility for providing technical support and input to the ITS team who are responsible for providing ICT support to staff and students.
Identify ways to proactively reduce support requests and improve customer experience through root cause analysis, continuous process improvement, automation, documentation, and training.
Extensive experience in the implementation, maintenance, and use of modern device management technologies such as Intune, Autopilot and Jamf.
Troubleshoot technical issues considering network, DNS, server and storage configuration.
Work with the IT Services Manager to produce reports on the adoption, availability and performance of services.
As part of an internal security group, ensure the integrity and security of desktops/mobile devices (anti-virus, encryption, operating system updates and security practices).
Project manage the annual lab cluster and lecture theatre re-imaging/renewal.
Participate in the evaluation and testing of new desktop and projector solutions and technologies.
Provide advice and assistance to the UL community in their use of desktop and mobile devices and associated technology.
Provide training to colleagues on new technologies and changes in work practices.
Maintain strong relationships with stakeholders across the business ensuring that their needs and expectations are understood and managed.
Provide professional front line support to our staff, students and other key stakeholders.
Ensure the smooth running of all ITD Managed Desktops in accordance with established procedures and standards and that PCs are operational with installed software and that printers are available and fully functional.
Review closed tickets to look for trends in customer requests; if trends are observed bring to the attention of management with the objective of assessing if a strategic project or change in the customer environment can reduce ticket volume.
Maintain relevant sections of the ITD website.
Contribute towards the development of operational plans, ensure plans are implemented and monitor progress towards operational objectives.
KNOWLEDGE, FUNCTIONAL SKILLS, EXPERIENCE & QUALIFICATIONS:
Extensive demonstrable knowledge of M/S Windows, M/S Office, Mac OS.
Essential
Extensive knowledge of application deployment in a large-scale complex environment.
Essential
Knowledge of administrating, maintaining and troubleshooting Modern Device Management (MDM) systems to support the end user device management lifecycle (e.g. from provisioning to deprovisioning)
Essential
In-depth knowledge of Macintosh devices.
Essential
Experience in administrating and managing print services.
Desirable
Experience in supporting security end point solutions including anti-virus and encryption.
Desirable
Extensive experience in supporting devices in a BYOD setting.
Essential
Excellent technical and troubleshooting skills.
Essential
In depth knowledge of audio-visual systems including projector installation and configuration.
Essential
Excellent troubleshooting skills including remote diagnosis skills.
Essential
Must possess a good customer focus and a positive, helpful attitude.
Essential
Excellent communication (written and oral) skills, and the ability to communicate technical information to a wide audience.
Essential
Demonstrated ability to work on own initiative or within a team.
Essential
Demonstrated ability to use initiative and learn new skills.
Essential
Discretionary skills when dealing with confidential and sensitive material.
Essential
Experience
Minimum of 3 years' experience working in a medium to large IT department supporting the day-to-day needs of a large organisation where delivery of a quality ICT service is essential to the operations of the entity.
Essential
Minimum of 3 years' experience in providing technology leadership.
Essential
Minimum of 3 years' experience with individual technologies: PC/Mac hardware/software, Windows Servers, Macintosh Servers, Active Directory, File Shares, Print and Email.
Essential
At least 3 years' experience working in operating system deployment (Windows or Macintosh)
Essential
Experience in managing small to medium scale projects.
Desirable
Experience in producing help documentation and training for technical and non-technical users.
Desirable
QUALIFICATIONS:
Essential Criteria:
A primary degree in computing, computing application, information technology or substantial relevant IT experience gained in a large organisation
Essential
Desirable Criteria:
Microsoft/Macintosh certifications in relation to desktops, servers or application management.
Desirable
Consideration given to candidates with additional accredited ICT industry qualifications.
Desirable