The Role: Our client is a leading provider of enterprise-level software solutions based in Dublin 15 and is seeking a highly motivated and customer-focused Level 1 Support Analyst to join their team.
This is an onsite role and an excellent entry-level opportunity for an individual with an interest in IT Service Desk or client-facing software support.
Experience of 01 years in a support environment is considered an advantage, as our client is committed to providing comprehensive on-the-job training and professional development.
You will be the first point of contact for corporate clients, providing crucial support, effective triage, and contributing to the high standard of service our client delivers.
Reporting: The Level 1 Support Analyst reports directly to the Head of Support, who manages both the Level 1 and Level 2 Support Analyst functions, providing overall guidance, administrative support, and performance management.
Training & Career Development: Excellent career development opportunities are available for high-performing candidates, with clear pathways for progression within the Client Support Team.
Professional Development Courses will be offered in due course to expand employee competencies over time.
Required: We are seeking a candidate who is professional, articulate, and dedicated to delivering an excellent support experience.
Strong communication skills (both written and verbal), with the ability to explain technical concepts clearly to non-technical users.
An excellent telephone mannerprofessional, calm, and friendly under pressure.
An ability to log, triage, and manage a high volume of daily contacts (calls, tickets, email) effectively and accurately.
Computer literacy, enabling the use of a support ticketing system (e.g., Freshdesk, ServiceNow, or similar platform).
Microsoft suite Exceptional attention to detail and a proactive, team-oriented approach to problem-solving.
Responsibilities: The Level 1 Support Analyst is responsible for the initial handling and resolution of client queries Core duties include:
1. Triage & First Contact: Accurately log all incoming client requests and incidents into the support ticketing system.
Monitor all communication channels (phone, email, tickets) to ensure prompt acknowledgement and response times.
2. Basic Support & Resolution: Provide clear, step-by-step guidance to clients on standard system navigation and how to use core features of the platform.
Resolve routine and known issues efficiently by utilizing and referencing internal knowledge base documentation.
3. Escalation Management: Adhere strictly to established escalation protocols for complex or non-routine technical issues.
Transfer detailed and correctly triaged tickets to the Level 2 Specialist for advanced investigation and resolution.
4. Reporting Assistance: Accurately gather client requirements for standard and ad-hoc reports.
Assist clients with simple adjustments to personal report filters within the software.
Skills: Technical Support Analyst Client support IT Service Desk Level 1 support