IT Service Analyst

Background 

Pinergy is formalising its IT Service Management function in line with ITIL 4. Reporting to the IT Service Management Lead, the IT Service Analyst will be a key supporting role in the ITSM function — with day-to-day responsibility for keeping Pinergy’s service management processes running smoothly across ticket triage, knowledge management, change administration, asset management, and reporting. This is an ideal role for someone early in their ITSM career who wants to build practical ITIL experience in a small, collaborative team where they will see the impact of their work directly. This is a hybrid role based in our Clonskeagh office and may require occasional travel to the Enniscorthy office.

Key Responsibilities as IT Service Analyst

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  Triage and manage tickets in the Service Management queues — categorising, prioritising, and routing to the appropriate resolver
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  Provide first-line response to service requests and incidents, resolving where possible and escalating to the IT Support Analyst or IT Service Management Lead as appropriate
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  Maintain IT asset records and the Configuration Management; covering hardware, software, and licences across the business
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  Support the joiner / mover / leaver process — account provisioning, asset issue and return, and ensuring the asset register reflects reality
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  Maintain and grow the self-service knowledge base, documenting common issues, how-to guides, and standard procedures
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  Support the IT Service Management Lead with change administration — logging change requests and maintaining the change calendar
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  Liaise day-to-day with Managed Service Provider on hardware deployments, repairs, returns, and routine support tasks
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  Maintain process documentation and standard operating procedures for the ITSM function

Qualifications and Experience

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  1–3 years’ experience in an IT support, service desk or IT operations role
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  A strong track record of problem-solving abilities.
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  Good understanding of Microsoft 365 / Entra (Azure AD) from a user-administration perspective
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  ITIL 4 Foundation certification desirable
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  Familiarity with an ITSM platform
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  Comfortable with structured record-keeping — ticket data, asset records, licence tracking, and similar
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  Strong organisational skills and attention to detail
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  Clear written communication skills for tickets, knowledge base articles, and process documentation
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  Comfortable working with outsourced partners and following up to ensure tasks are completed
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  A team player with the ability to work on own initiative
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  A degree in Computer Science or an equivalent is preferable but not a requirement