The Role:

Would you like to become a key member of a high-performing Support Team delivering on Government strategic projects?

Then we may have the role for you!

OpenSky Data Systems is seeking a full-time Support Helpdesk Analyst based mainly with our client in Dublin 7, with travel to our headquarters in Naas, Co. Kildare, required from time to time.

This role is currently hybrid, 3 days required onsite, with the possibility of 5 days onsite.

This is an excellent opportunity to develop your skills and experience in an international working environment with:

Enterprise level clients and Microsoft technology solutions
Variety of technologies, .NET, Azure, CRM, Power Platform, Data technologies, and more
Mission-critical solutions, many of national importance, for government departments and local authorities from Health, to Transport to Housing, and more
Training and certification programs
Career development opportunities, culture of progression and individual growth

The role requires a dynamic and enthusiastic individual to pro-actively manage customer reported issues to successful resolution with the relevant stakeholders. The ideal candidate will have excellent communication, organisational, interpersonal and negotiation skills, and have the ability to work both individually and as part of a team.

Key Responsibilities

Provide 1st level of support to assigned customers
Identify, evaluate and prioritise customer tickets
Assign tickets to the correct owner or service provider and coordinate and track progress through to resolution
Work closely with and liaise between developers and customers to resolve tickets
Ensure prompt and appropriate response to customer and business queries, and escalate issues as required
Develop Subject Matter Expertise for assigned systems
Attend customer premises to help troubleshoot and QA issues, fixes and patches
Provide QA for Support fixes prior to customer release
Compile internal reports on helpdesk status and statistics
Occasional travel between client locations may be required
Prepare weekly/monthly/quarterly and ad hoc service reports for customers
Execute daily checks for both internal and customer-related services

Essential Requirements

Must be a valid EU passport holder
A 3rd-level IT/Computer Science qualification
Previous IT helpdesk experience
Excellent English, both written and verbal
Excellent communication, customer service and interpersonal skills
Ability to troubleshoot and attention to detail is essential
Technical background advantageous
Drivers licence/Own car desirable
Proficiency with standard web applications and MS Office applications
Highly organised with the ability to multitask, work to deadlines and deliver under pressure
Must be an EU passport holder / not require a visa to work within the Republic of Ireland
Experience in Jira or Service Now ticketing systems is an advantage
Advanced skills in PowerPoint and Excel are desirable

What We Offer

Incremental Increases in Annual Leave.
Continuous Professional Development
Education Assistance Programme.
Digital Doctor Service
Employee Assistance Programme (EAP)

Why Join OpenSky

OpenSky Data Systems is at the forefront of delivering transformative digital solutions to critical sectors in Ireland and the UK. You will become part of a dynamic team committed to innovation, excellence, and trusted partnerships with customers. We actively invest in our people, providing clear career paths, leadership opportunities, and a supportive environment for personal and professional growth.

If you’re looking for a strategic security leadership role that directly impacts company success, customer trust, and industry innovation—apply today.

Support Helpdesk Analyst

Benefits

Job Description