1st Line Support Analyst - Dublin Airport at ESP Global… · Swords

1st Line Support Analyst – Dublin Airport

Location: Dublin Airport, Ireland
Contract: Permanent
Schedule: Monday to Friday | Rotating Shifts: 07:00-15:30 / 09:30-18:00

Launch Your IT Career in a Fast-Paced Airport Environment

Looking to build on your IT support experience in a unique and dynamic environment? As a 1st Line Support Analyst with ESP Global Services, you'll play a vital role in supporting users and keeping airport technology running smoothly at Dublin Airport.

This opportunity is ideal for someone with previous customer service, service desk, or technical support experience who is looking to develop their skills further and gain exposure to a wide range of IT systems and technologies. Working alongside experienced engineers, you'll strengthen your troubleshooting, incident management, customer service, and stakeholder communication skills while building a rewarding career in IT support.

What You'll Be Doing

• Be the first point of contact for users via phone and email, providing professional and friendly support.
• Log, categorise and prioritise incidents and service requests accurately within the service management system.
• Perform initial troubleshooting and fault diagnosis to resolve issues where possible.
• Take ownership of tickets from creation through to resolution, ensuring users are regularly updated.
• Work closely with technical engineers and third-party partners to ensure incidents are progressed efficiently.
• Monitor service levels and ensure tickets are handled in line with agreed SLAs.
• Deliver a high standard of customer service and help create a positive user experience.

What We're Looking For

• Minimum 1 year of experience in a customer-facing or customer service role.
• Strong communication skills, both written and verbal.
• Good working knowledge of Microsoft Office applications.
• A proactive and self-motivated approach with a genuine willingness to learn.
• Strong organisational skills and attention to detail.
• Ability to remain calm and professional while managing multiple priorities.
• Excellent interpersonal skills with the confidence to communicate with stakeholders at all levels.
• Previous experience in a Service Desk, Helpdesk or IT Support environment would be advantageous but is not essential.

Why Join ESP?

At ESP Global Services, we support some of the world's leading organisations across aviation, retail and enterprise technology. You'll receive hands-on experience, ongoing training and exposure to real-world IT operations while working alongside experienced technology professionals.

Whether you're looking to start your IT career or take the next step in customer-focused technical support, this role provides an excellent foundation for future growth.

Apply today and become part of the team that keeps airport technology moving.

We’re committed to quality, continuous improvement and exceptional customer service, reflected in our ISO 9001 certification.

ESP Global Services is an equal opportunity employer.

Successful candidates must be able to obtain and maintain the required airport security clearance and provide a fully verifiable five-year employment, education and address history.