It Service Desk Analyst

About Kinore:

Kinore (formerly Accountant Online) is Ireland’s first online, remote-first finance and business services firm, proudly serving startups, ambitious SMEs, and scaling businesses across Ireland, Northern Ireland, and the UK . Anchored by our ISO 9001 certification, we’re dedicated to consistent, high-quality financial services—backed by our digital-first approach and award-winning team, ensuring the highest quality service to our clients. As an award-winning practice—named Online Practice of the Year (2022 & 2024), Practice of the Year (2020), and recipient of the Client Service Award (2024)—we lead in cloud-based, tech-enabled financial services delivery.

Our Core Values:

• Ambition: We relentlessly pursue growth—for our clients, our people, and ourselves.
• Fairness: Transparent, honest communication and equitable support guide everything we do.
• Utter Dependability: With ISO 9001-backed processes and a remote-first model, our clients can always count on us.

Job Overview

Kinore is seeking a dedicated IT Service Desk Analyst to join our dynamic team. In this role, you will provide technical assistance and support related to Kinore's processes, hardware, or software. You will respond to service requests, troubleshoot issues, and ensure that users can effectively utilise technology in their daily operations. This position requires a proactive individual who thrives in a fast-paced environment and is committed to delivering exceptional customer service.

Key Responsibilities

· Respond promptly to service requests via phone, email, ticketing systems, or in-person interactions.

· Diagnose and resolve hardware, software, and network-related issues for end-users.

· Guide users through step-by-step troubleshooting processes to resolve technical problems.

· Escalate complex issues to higher-level support teams when necessary, while maintaining clear communication with the user.

· Document all support interactions, resolutions, and follow-up actions in the service desk system.

· Assist in the setup, configuration, and maintenance of computer systems, peripherals, and software applications.

· Provide training and guidance to users on best practices for technology usage.

· Monitor and manage service desk queues to ensure timely resolution of tickets.

· Participate in on-call rotations to provide after-hours support for urgent issues.

· Contribute to the development and improvement of IT support processes and knowledge base articles.

Required Skills and Qualifications

· Technical Proficiency: Strong knowledge of operating systems (e.g., Windows, macOS), common software applications, hardware components, and basic networking concepts.

· Problem-Solving Ability: Aptitude for analysing issues logically and implementing effective solutions under pressure.

· Communication Skills: Excellent verbal and written communication to explain technical concepts clearly to non-technical users.

· Time Management: Ability to prioritise tasks, manage multiple requests simultaneously, and meet service level agreements.

· Documentation and Attention to Detail: Meticulous in recording information accurately and maintaining organised records.

· Customer Service: Focus on delivering empathetic, patient, and user-centric support to enhance user satisfaction.

· Initiative and Proactivity: Self-motivated to identify potential issues, suggest improvements, and take ownership of tasks.

Additional Requirements

· Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

· 1-3 years of experience in IT support or a service desk role.

· Familiarity with IT service management tools (e.g., ServiceNow, Zendesk) is a plus.

· Willingness to participate in on-call rotations for resolving critical issues outside regular business hours.

· Ability to work independently and collaboratively in a team environment.

Job Types: Full-time, Permanent

Pay: From €27,000.00 per year

Benefits:

• Additional leave
• Company pension
• Employee assistance program
• Sick pay
• Work from home

Application question(s):

• Would you consider yourself ambitious? If yes, please explain,

Experience:

• IT support or a service desk role: 1 year (preferred)

Work Location: Hybrid remote in Fortwell, Letterkenny, CO. Donegal