Service Desk Analyst – IT Support

About the role

The Service Desk Analyst provides first‑line IT support for BOYLE Sports’ retail estate, corporate offices and digital platforms. Working on‑site at the Dundalk headquarters, you will ensure high‑quality, end‑to‑end support for hardware, software and network issues across multiple locations.

Key responsibilities

• Deliver first‑line support for hardware, software and network incidents.
• Monitor production systems and communicate status during outages.
• Troubleshoot, prioritize and resolve tickets, escalating when necessary.
• Create and maintain knowledge‑base documentation.
• Support EPOS, screens, printers, biometrics and VOIP phones.
• Assist with new building fit‑outs, moves and changes.
• Coordinate with third‑party providers to maintain service continuity.
• Handle support queries for websites and betting platform applications.
• Process new starter and leaver requests within SLA.
• Work a rotating shift schedule, including 24/7 on‑call duties.

Required profile

• Experience in a first‑line IT Service Desk role (minimum 1 year).
• Ability to work independently, manage multiple tasks and follow initiative.
• Comfortable in a fast‑paced, technology‑driven environment.
• Willingness to work on‑site and participate in out‑of‑hours on‑call rota.

Required skills

• Office 365 applications
• Active Directory and Group Policy
• Citrix
• Avaya phone systems
• ManageEngine (bonus)
• SCCM and software distribution tools (desirable)
• DNS and DHCP troubleshooting
• Cisco routers and switches (desirable)
• VOIP telephony support
• Microsoft Windows desktop environment
• .NET and Oracle technology stack (used by BOYLE Sports)