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From back-end infrastructure to personal productivity, Ergo has the knowledge and experience to match technology to all our client requirements. Our strength is understanding your business. The end goal is always the same, to make businesses more agile and competitive.

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Focus on your core business and leave ICT operations and management to the experts. From 24/7 service desk support to managing hybrid clouds, Ergo have the depth and experience to meet the most demanding service level requirements and ensure continuous improvement. 

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Managed People

Competition for talented technology professionals is huge, which is why we make hiring more personal, taking time to match the right people to the right roles. Our technical experience and recruiting know-how help find the perfect fit for both parties.  

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Speed of change demands a new generation of digital investments that will drive business enablement and profitability. We support IT leaders, wherever they are on their digital transformation journeys, with our digital assessment methodology. 

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Print and Document Solutions

Our goal is to deliver the best possible print and document service for you, leveraging the latest technologies and innovation to ensure the performance of your print environment is optimised to maximise employee productivity.  We take out costs, add efficiencies, wrap it in end-to-end security and make print integral to digital transformation. 

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Agility is key to business success and the cloud is where to get it. We offer a wide range of cloud services – public, private, hybrid – and provide the best of both worlds by integrating or migrating legacy systems to streamline the way your IT is consumed. 

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Digital Enablement

Ergo provides a clear roadmap for digital transformation with practical steps to make businesses more agile and customer-centric

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Ergo has provided many of Ireland’s largest organisations with an ecosystem of mobile applications and collaboration services that drive productivity without compromising on security

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Businesses struggle to manage software assets and don’t always get the best value. We can help streamline your software purchasing, simplify deployments and maximise your investments. 

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Risks around cyber security and data protection are an ever-increasing challenge for businesses. We provide security lifecycle management, from perimeter testing and threat analysis to mitigating the impact of a breach. 

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Microsoft Technology Specialisations

With the largest team of Microsoft IT professionals in Ireland – including two Most Valuable Professionals our expertise spans a comprehensive portfolio of products/services

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Ergo Careers

Service Desk Analyst


Our Client has a requirement for a Service Desk Analyst to join the Helpdesk team, which will be based on the client site. The ICT ticketing software is ManageEngine. The resource will be required to use this in the delivery of ICT services. Service Desk Analyst (SDAs) will create and/or deal with support tickets. These may be initiated by phone, email, or webform. SDAs will follow established processes to resolution or escalation to tier 2/tier 3. The Helpdesk team is managed by an IT Manager.

Key Deliverables:

Support of the client Business units.

  • The Help Desk area is responsible for the provision of key support to enable the client to operate successfully with minimal delay in answering staff queries and dealing with ICT issues.
  • Much of the work involved depends upon the individual’s ability to draw upon their own experience coupled with an innovative and creative approach to technical problem solving. This is a highly pressurised support area with the highest of quality expectations from the user community within the client site

Requirements

Typical duties in this area include but are not limited to:

  • Respond to telephone and email queries
  • Provide remote assistance to users
  • Create and manage user AD accounts
  • Create and manage support to bespoke and other Applications (PIMS, Visitor, Lotus Notes, PHMS, PTS, NICE, ISMS, PCTS, Clockwise, Cisco Call Manager, Printer Management, etc.)
  • Reset passwords (Note: self-service password resets are available to the users in some instances)
  • Upgrade/downgrade user’s application access
  • Image PC/setup
  • Smart device set-up/support
  • Backup/Restore files
  • Provide remote assistance to Onsite engineers
  • New user account setup
  • Account removal/transfer
  • Controlling and monitoring web access
  • 1st tier issues resolution
  • Break/fix
  • Resolution of previously documented tier 2 issues
  • Complete or assign 2nd level requests to relevant parties where request cannot be resolved by Help Desk group. Note on occasion requests relate to specific business issues. In these cases the ICT Help Desk will assign such a request to the relevant business system expert group.

Key Technologies:

Experience in the following technologies required:

  • Windows O/S from Windows 2008 (Servers) and Windows 7 (Desktop)
  • Active Directory, DNS, DHCP, DFS, Group Policies, Users, Groups, OU’s
  • Lotus Notes
  • Microsoft Exchange 2013/2016
  • Microsoft Office Applications and Suites
  • Ironport
  • Citrix
  • PC Support
  • Smart devices
  • Remote Access queries
  • ITIL experience desirable

Education & Experience:

  • Minimum of 3 years’ experience in a similar role.

Other:

  • It will be an 8 hours / day to include shift work 7 days per week on a rota basis.
  • Core hours that will be cover by a shift rotation will be 8:00 am to 8:00 pm Monday to Saturday and 8:00 am to 4:00 pm Sunday/Bank Holidays.
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