IT Help Desk Agent

About the role

Arthur Cox LLP is seeking an IT Help Desk Agent to join its Service Desk team in Dublin. The role provides 24/7 end‑user support for internal staff, handling incidents via phone, email or chat and offering on‑call coverage after an initial period.

Key responsibilities

• Serve as the first point of contact for all IT queries, delivering first‑class, customer‑focused support to on‑site and remote employees.
• Follow ITIL‑aligned processes and service‑desk procedures to resolve tickets within agreed service‑level agreements.
• Troubleshoot and resolve hardware, software and connectivity issues, including laptops, peripherals, Windows 11, macOS, iOS devices and the Office 365 suite.
• Escalate complex incidents to Level 2/3 specialists as required.
• Maintain accurate IT documentation and update knowledge‑base articles.
• Participate in early‑ and late‑shift rotations and provide on‑call support after the onboarding period.

Required profile

• Excellent written and verbal communication skills.
• Strong customer‑service mindset and willingness to go the extra mile.
• Ability to work flexible shift patterns, including early, late and on‑call duties.
• Comfortable supporting both on‑site and remote users.

Required skills

• Windows 11 operating system.
• macOS and iOS device support.
• Office 365 productivity suite.
• Endpoint hardware troubleshooting (laptops, peripherals).
• Familiarity with ITIL‑aligned service‑desk processes.