INTRODUCTION:

HCS is a well-established and dynamic managed service provider in the Irish market. Due to the company’s continued success and growth, we are seeking an experienced Service Desk Analyst to join our talented Managed Services team in Waterford. The person filling this role will be responsible for supporting, proactively monitoring, and managing our clients’ users, infrastructure, and devices, and addressing technical problems remotely using phone, email, and online tools.

SKILLS/EXPERIENCE REQUIRED:

• Excellent written and verbal communication skills.
• Ability to quickly digest data, analyse issues, and devise and execute action or improvement plans where appropriate.
• Detailed, methodical, and logical approach to problem-solving.
• Strong knowledge and understanding of IT Service Management and ticket management systems.
• Prior experience with troubleshooting end-user IT incidents and queries to satisfactory resolution.
• Previous experience working on a service desk

CORE TECHNICAL SKILLS

• Strong experience supporting Microsoft 365 environments, including Exchange Online, SharePoint, Teams, OneDrive, and Intune (endpoint management & mobile device management).
• Solid understanding of Windows Server administration (AD, Group Policy, DNS, DHCP, file/print services).
• Networking knowledge — LAN/WAN, TCP/IP, VLANs, VPN configuration, firewall rules, and Wi-Fi troubleshooting.
• Experience with Azure Active Directory, identity management, and conditional access policies.
• Familiarity with endpoint protection tools (e.g., Microsoft Defender, Sentinel One, Bitdefender) and security best practices.
• Proven ability to diagnose and resolve hardware issues across desktops, laptops, and peripherals.
• Experience with VoIP systems and cloud telephony solutions.
• Competence in remote support tools and ticketing systems (e.g., ConnectWise, Autotask, ServiceNow, TeamViewer or HALO).

DESIRABLE / ADVANTAGEOUS SKILLS

• PowerShell scripting for automation and administration tasks.
• Experience supporting MacOS and iOS/Android devices in mixed environments.
• Exposure to virtualisation platforms (VMware, Hyper-V).
• Knowledge of backup and disaster recovery solutions (Veeam, Datto, Cove, Azure Backup).
• Understanding of ITIL principles and service management processes.
• Vendor certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Azure Fundamentals, or equivalent.
• Understanding of cybersecurity frameworks and compliance requirements (ISO 27001, Cyber Essentials).

• Act as the primary escalation point for complex technical issues from the 1st line team, ensuring prompt and effective resolution.
• Deliver advanced remote support for customer environments, including Microsoft 365, Azure, Windows Server, networking, security, and endpoint management.
• Proactively monitor, troubleshoot, and maintain client systems, applying ITIL-based processes to minimise downtime and meet SLA commitments.
• Lead the incident, problem, and request management process for escalated tickets, ensuring accurate diagnosis, root cause analysis, and clear communication with stakeholders.
• Support and mentor junior service desk analysts, providing technical guidance, training, and quality assurance on their work.
• Maintain and update detailed technical documentation, knowledge base articles, and client configuration records.
• Build strong relationships with our clients through professional communication, regular updates, and a focus on delivering excellent service.