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Level 2 Service Desk Analyst

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  • Image for Employer
    Company Details Confidential
  • Image for Job Ref
    Ref: #JOB-2433429
  • Image for Location
    Three, the Green, Dublin Airport Cent, Dublin Airport, Swor, Co. Dublin, K67 X4X5
  • Image Position
    No of positions: 1
  • Image Part Time
    Paid Position
  • Image Hours per week
    37.5 hours per week
  • Image for Euro
    34000.00 Euro Annually
  • Image for Published
    Published On: 16 Feb 2026
  • Image for Closing
    Closing On: 16 Mar 2026

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Receive and successfully resolve incidents and tickets, which have been escalated by 
1st Line Support Analysts, within SLA.
 Receive, scope and accurately log, then process each customer ticket and, following 
known and agreed processes, carry out fault diagnosis, call vetting and advanced 
technical support to provide ticket resolution.
 For each customer ticket, verify the correct priority and SLA (and category where 
required) and ensure that the full detailed description of the issue is accurate.
 Own all assigned tickets and ensure the customer or user is kept fully updated 
throughout its lifecycle.
 Utilise and update available Knowledge Bases to maximise the speed of resolution 
and improve customer satisfaction.
 Periodically review Knowledge Base articles, ensuring that all documents are the 
latest revision and all Analysts are aware of their existence, including all processes 
and known workarounds. 
 Where a ticket cannot be resolved at 2nd line, ensure that it is assigned to the correct 
resolution group, with clear, concise and detailed information recorded on the 
individual ticket, to enable swift call management and resolution within SLA.
 Pro-actively monitor, review and chase outstanding tickets to ensure that they are 
responded to promptly, following defined operating procedures and within agreed 
contractual services levels.
 Provide additional technical support and guidance as required for tickets that need 
in-depth investigation.
 Ensure that all activities, including any chases or follow ups are added to call 
management toolsets or any relevant customer databases to enable continuous 
support from ESP's Global Service Desks.
 Proactively carry out call management in a priority order, with the goal of reducing 
tickets that are in jeopardy of breaching contractual obligations as well as managing 
customer expectations to reduce escalations in line with operating procedures 
where required.
 Train, develop and provide on-the-job coaching to all members of ESPs Global 
Service Desks.

 Maintain a high level of customer service always to provide an excellent customer 
experience.
 Meet all Global Service Desk standards and agreed response times, ensuring that 
follow up information from telephone calls and emails is logged and added to the 
correct service ticket.
 Ensure that all telephony and email service levels are met and undertake all 1st Line 
Support Analyst responsibilities if required.
  • Sector:

Career Level

  • Experienced [Non-Managerial]

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