Service Desk Analyst - Level 1

At Davy, it’s the unique talents of all our people that have been the foundations of our success for almost 100 years. As we continue to grow, so do you. Because you are not just part of our team – you are a key player in shaping our future.  

At Davy, you are the difference.   

Established in 1926, the Davy Group sits at the heart of wealth and capital in Ireland, providing a broad range of services to high-net-worth individuals, self-directed investors, small-to-medium enterprises, credit unions, corporations, and domestic & international institutional investors.  

Our culture is shaped around three values, which are at the heart of everything we do: client success, one Davy, and building a proud legacy. Sharing the same goals, we work together to deliver exceptional outcomes for our clients. As part of a team of over 900, you will be encouraged to learn and to grow, both professionally and personally.  

About the role

An exciting opportunity has opened up in the Information Systems department as a Service Desk Analyst. In this role you will be responsible for providing a high level of IT Operational tasks & Desktop support (software & hardware) to all Davy personnel in head office and remote offices and ensuring that all Operational tasks, Incidents & Service Requests are dealt with in a professional manner and in the timeframe specified in the Davy IS SLA. The successful candidate will:

• Be the first point of contact for all Incident and Service Request tickets
• Provide an excellent customer service experience to Davy employees and adhere to support procedures while respecting privacy regulations when handling sensitive data
• Manage and logging all tickets from end users via several different channels: Telephone, Email, Ticketing system and In person
• Ensure full lifecycle of tickets is adhered too
• Resolution of 1st level support calls in accordance with Davy IS SLA with 100% of those calls completed within SLA
• Detect trends & patterns in Incidents and report to relevant teams
• Identify P1/P2 issues and ensuring communication to Davy employees is prioritised
• IS Operational duties as required
• 1st level desktop support troubleshooting
• Software support for over 90+ applications
• Ensure relevant documentation is maintained and procedures are followed and shared within the team and with Davy employees
• Liaise with third party vendors and logging support calls
• Comply with the Risk and Compliance frameworks, policies and procedures associated with the role

Please note that there is a shift pattern in this role:

• 7:00am - 3:30pm
• 8:00am - 4:30pm
• 9:30am - 6:00pm

Requirements

About you

We are looking for somebody who has the following background and skills: 

• Minimum of 1 year’s practical experiencing providing support for Microsoft Windows 11 PC’s in an Active Directory environment. This should include:
• Professional approachable manner
• Proactive at all times and identify changes and improvements to enhance customer service
• Desktop troubleshooting
• Microsoft Office products
• Exchange administration (client side)
• Back up and Anti-Virus software
• Financial software packages
• Mobile devices experience
• Microsoft Certification would be an advantage
• Relevant 3rd Level IT qualification

What we offer 

At Davy, our people are our biggest investment. In today’s fast-moving world, we know it’s important to feel secure and empowered. That’s why Davy benefits support you through all of life’s stages, offering health and wellness, flexible working options, flexible benefits allowance, learning and development opportunities, through to assisted retirement planning.   

Health and Wellbeing  

Psychological safety, emotional wellbeing and support are a priority at Davy. We offer a comprehensive Employee Assistance Programme (EAP) and mental health first aid. Our Sports & Social teams promote physical wellbeing and social connection.  

Reward and Recognition  

We offer a competitive remuneration package to include salary, bonus, pension and a host of additional benefits to protect you and your family when it matters most.  

Growth and Development  

Our award-winning L&D function supports you and your growth at Davy. We offer a comprehensive range of professional and personal development opportunities. Our culture supports learning, and we encourage you to explore more at Davy.  

Positive Workplace  

Our workplace is inclusive, diverse, and offers everyone a sense of belonging. We are flexible and continue to support a hybrid working model. You will get to be your best at Davy.  

Values and Culture  

Exceptional client outcomes delivered by a world class team, underpinned by our core Davy values – One Team, Client Success, and Proud Legacy.   

Important Information 

Davy is an equal opportunities employer, committed to fostering an inclusive and diverse workplace. We value diversity in both background and experience, and even if you don’t meet all of the requirements outlined in the job description, we still encourage you to apply. We review all applications received. As part of our commitment to creating an accessible environment, we want to ensure that everyone has an equal opportunity to participate in the interview process. If you require any reasonable accommodations, please let us know, and we will do our best to make the necessary arrangements.  

Appointment to this role is subject to the candidate's eligibility to work in Ireland. 

Where agency assistance is required, our Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to us by recruitment agencies will not be accepted for this role. 

Davy Group is a member of the Bank of Ireland Group.