Helpdesk Analyst - Regulatory Body Dublin 2 (Onsite 2 days per week) 3 Year FTC with a view to permanency Flexitime, Pension, 23days Annual leave Salary: €35,609 About the Role The Helpdesk Analyst provides proactive first-line support through theservice desk, handling calls, incidents, and service requests in line with ICT policies. The role also includes coordinating IT changes to minimise disruption, acting as a liaison between users, IT teams, and vendors, while tracking, scheduling, communicating updates, and ensuring all post-change documentation is in place. Responsibilities Provide first-line technical support via phone, email, and ticketing system. Troubleshoot hardware, software, network, and application issues. Log, manage, and resolve incidents and service requests. Escalate complex issues to second-level teams or external vendors. Deliver clear, timely, and customer-focused communication. Coordinate the full IT change management process. Facilitate change-advisory boardmeetings and maintain change documentation. Assess risk and impact of proposed changes in line with ITIL. Track and report on change success rates and improvements. Maintain and update service desk documentation and knowledge base articles. Support ongoing ICT projects and maintenance tasks. Provide proactive support across allICT systems and applications. Help ensure data accuracy and integrity across databases and systems. Stay current with technology updates and continuously develop skills. Contribute to overall ICT service quality, best practices, and stakeholder satisfaction. Requirements Minimum 2 years' experience in a Service Desk or IT Support role. Familiarity with ITIL framework and change management principles. Certification in MCP, ECDL, or other relevant ICT qualifications. Strong knowledge of Microsoft operating systems and applications. Strong knowledge of desktop/laptop hardware and software and mobile and smart device configuration. Knowledge of Microsoft Server technologies (Application, Database, SharePoint servers). Basic scripting or development knowledge (e.g., HTML, ASP). Experience managing and communicating with stakeholders at various levels, both technical and non-technical. If you are interested in this role, please send your CV to Sarah Friel in Lex Consultancy Recruitment. Please note only candidates that match the minimum job requirements above will be contacted for this role. Skills: IT Helpdesk IT Support IT Administrator