Job Description
Job Title: IT Service Support Agent & Data Analyst Location: Eason Support Office, Swords Business Park, Co. Dublin, K67 X903 Department: IT Support Reports to: IT Manager Job Type: Full-Time Job Summary: We are seeking a skilled IT Service Support Agent with a strong focus on Data Analysis to join our IT team. This dual role balances technical support responsibilities with data analysis to enhance IT service delivery and operational efficiency. You will troubleshoot and resolve technical issues while leveraging your data analysis expertise to identify trends, optimize processes, and drive improvements. The ideal candidate will have strong problem-solving skills, excellent communication abilities, a knack for data analysis, and a commitment to providing exceptional customer service. Key Responsibilities: Technical Support & Systems Analysis: Diagnose and resolve hardware, software, and network issues. Assist with software installations, updates, and system configurations. Apply systems analysis skills to optimize IT operations. Data Analysis & Reporting: Collect and analyse data from support tickets to identify recurring issues, trends, and areas for improvement. Generate reports and dashboards to provide insights into IT support performance and user satisfaction. Utilize Python, SQL, and statistical techniques for data-driven insights Ticket Management & Documentation: Manage and track user requests, ensuring timely resolution. Create and maintain knowledge base articles and technical documentation. Proactive Maintenance & Optimization: Monitor systems for potential issues and perform routine maintenance. Implement data-driven solutions to enhance IT performance. Customer Service & Training: Provide excellent customer service, ensuring user satisfaction throughout the support process. Maintain a professional, courteous, and helpful demeanour in all interactions.. Qualifications: Education & Experience: Associates or Bachelors degree in Information Technology, Computer Science, or a related field preferred. 1-3 years of experience in IT support or a helpdesk environment. Experience with data analysis tools and methodologies. Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) are a plus. Technical Skills: Proficiency in troubleshooting hardware, software, and network issues. Experience with Windows and macOS operating systems, Office 365, and common enterprise software. Familiarity with remote support tools and ticketing systems (e.g., RDP, AnyDesk). Experience in data analysis, including the use of tools like Excel, Power BI, or other analytics software. (Python, R, Power BI, Tableau, SQL). Soft Skills: Strong problem-solving and analytical skills. Excellent verbal and written communication abilities. Ability to work independently and collaboratively within a team. Strong organizational skills and the ability to manage multiple tasks simultaneously. Why Join Us: Competitive salary and benefits. Professional development and growth opportunities. Collaborative and innovative work environment. Skills: Data Analysis; technical support; Benefits: Gym Laptop Meal Allowance / Canteen Mobile Phone Paid Holidays Parking Pension Fund