Service Desk Analyst

Galway | Full-time, Permanent

Technical Ownership | Advanced troubleshooting | Customer support | Continual improvement

Why Join Us?

At Intuity Technologies, we're more than just an IT company. We're a trusted partner for businesses across Ireland, with a strong reputation for reliability, innovation and technical excellence.

As an ISO 27001-certified managed services provider, we support customers across MedTech, BioPharma, Construction, Legal, Financial Services and other sectors.

When you join us, you'll be part of a company that:

Invests in your growth with paid certifications and training.
Focuses on people by building strong client relationships and putting customers first.
Embraces innovation by exploring new technologies and practical solutions.
Delivers impact through support and project work across diverse customer environments.

The opportunity

As a Service Desk Analyst, you will take ownership of moderately complex incidents and service requests across modern workplace, cloud, endpoint, identity, networking and infrastructure services. You will diagnose issues beyond standard first-line procedures, complete approved administration and changes, and provide clear technical escalations when specialist input is required.

This role combines hands-on troubleshooting with disciplined service management, secure administration, accurate documentation and strong customer communication. Your focus will be to restore service safely, reduce repeat issues and create a consistently positive support experience.

What you will do:

Own incidents and requests: Manage moderately complex cases from diagnosis through resolution, validation and closure, maintaining clear ownership and momentum.
Troubleshoot across technologies: Build and test hypotheses, analyse logs and patterns, use approved diagnostic tools and identify the underlying technical cause.
Deliver secure administration and controlled change: Complete approved user, device, application, access and configuration activities within defined authority and change controls.
Provide strong customer communication: Explain technical findings in plain language, set realistic expectations and provide useful, proactive updates.
Escalate effectively: Recognise when complexity, risk, authority or service targets require escalation and provide a complete technical handover.
Improve the service: Create reusable knowledge, identify recurring issues, improve procedures and highlight opportunities for automation or problem management.
Support colleagues: Share practical knowledge and provide peer guidance to Level 1 engineers while working collaboratively with senior engineers and specialist teams.

Technical environment

You will work across customer environments that may include:

Microsoft 365: Exchange Online, Outlook, Teams, SharePoint Online, OneDrive and Microsoft 365 Apps.
Microsoft Entra ID: user and group administration, authentication, multi-factor authentication, Self-Service Password Reset, enterprise applications and Conditional Access awareness.
Microsoft Intune: device enrolment, compliance, configuration profiles, application deployment, update policies, remote actions and endpoint troubleshooting.
Microsoft Defender capabilities and related Microsoft security portals, including recognition and escalation of security alerts.
Windows 11, Windows 365 and Azure Virtual Desktop, including provisioning, profiles, applications, connectivity, updates and device health.
Windows Server, Active Directory, Group Policy, DNS, DHCP, file and print services in supported customer environments.
Networking technologies including TCP/IP, VPN, VLANs, switching, Wi-Fi, routing and standard network diagnostic tools.
Azure services, Hyper-V and VMware relevant to managed customer environments.
Backup monitoring, restore validation, remote monitoring and management, service management and documentation platforms.

What you will bring

Typically 2+ years of relevant service desk, managed services or customer-facing IT support experience, including ownership of moderately complex incidents.
Practical working knowledge of Microsoft 365, Windows, identity, endpoint management, networking and security fundamentals.
Experience diagnosing issues using structured troubleshooting, technical evidence, logs and standard support tools.
Ability to complete approved administration and implement low-to-medium risk changes within defined authority.
Clear written and verbal communication, with the ability to explain technical issues and business impact to different audiences.
Strong ticket ownership, prioritisation, time recording and technical documentation habits.
A customer-focused, security-conscious and accountable approach to work.
Ability to collaborate across the Service Desk, specialist teams, suppliers and customer stakeholders.
Full clean driving licence where travel to customer sites is required.

Desirable qualifications and experience

Microsoft role-based certification in Microsoft 365, Azure, Security, Identity, Windows or Endpoint Administration.
ITIL 4 Foundation or equivalent service-management knowledge.
CompTIA Network+, Security+ or relevant
Relevant industry recognised certifications (MS-500, MS-700, MS-900, MS-100, AZ-104, AZ-900, SC-200 or recent equivalents)
Networking, firewall, cloud, virtualisation or backup certification.
Managed Services Provider experience and familiarity with Professional Services Automation, remote monitoring and documentation platforms.
Experience supporting regulated or security-conscious customers, including work within an ISO 27001-certified environment.

What do we offer you?

Flexible working options - Hybrid Working
Early Finish Friday @1.30pm
Company matched pension
Life assurance
Health Benefits
Family Leave Policies
EAP Service.
Training opportunities (access to premium online training platforms, in-house training, internal & external technical training, certification/exam support).
Cycle to work scheme.
Social events.

Service Desk Analyst

Benefits

Job Description