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360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Administration

Senior Service Desk Analyst

Ireland, Dublin · Job Posted June 15, 2026
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Job Description

As a Senior Service Analyst, you will play a key role in delivering an excellent IT service experience while supporting the organisation through its digital transformation journey. This is an exciting opportunity to contribute to a fast-moving, global environment where your work will directly support business users and ensure IT services are delivered effectively and efficiently. Your role will be essential in maintaining service performance, improving processes, and enabling the wider Global IS team to operate at its best.

Job Responsibility

  • Delivering day-to-day Incident Management, Request Management, and Service Desk activities, in line with defined processes
  • Supporting users through remote and virtual desktop support, ensuring a positive customer experience
  • Collaborating with colleagues across Group IS to meet and exceed Service Level Agreements (SLAs)
  • Managing and escalating incidents appropriately to ensure the fastest possible resolution
  • Contributing to and helping deliver continuous improvements across service operations
  • Supporting the implementation of new Service Excellence processes and ways of working
  • Participating in project work, ensuring delivery within agreed timelines and scope
  • Building strong working relationships with local and global teams

Requirements

  • Experience in a Service Management or End-User Support role, ideally within a fast-paced industrial or manufacturing environment
  • Practical knowledge of IT Service Management frameworks (e.g. ITIL or similar)
  • Experience providing customer support via phone and remote tools
  • Strong understanding of service performance and reporting
  • Confident communication skills and the ability to work effectively as part of a team
  • Good business communication skills in English (and local language where applicable)
  • Basic knowledge of networking concepts (WAN/LAN)
  • Technical knowledge of Windows operating systems (Windows 10, Windows Server)
  • Microsoft Office / O365
  • Understanding of backup and restore processes
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