Apply - Support Helpdesk Analyst (Fixed-term Contract)

Location: Naas, Co Kildare

Job Description

OpenSky a European challenger brand to the large global software consultancies, delivering innovation across Government, Transport, Environment and Health sectors in the Ireland and the UK.

Due to business growth, OpenSky has a new role for a Support Helpdesk Analyst on a one (1) year Fixed Term Contract based in our headquarters in Naas, Co Kildare. You will be a key member of a high performing Support Team delivering on Government strategic projects.

This an excellent opportunity to develop your skills and experience in an international working
environment with:

  • Enterprise level clients and Microsoft technology solutions
  • Variety of technologies, .NET, Azure, CRM, Power Platform, Data technologies, and more…
  • Mission-critical solutions, many of national importance, for government departments and local authorities from Health, to Transport to Housing, and more...
  • Training and certification programs
  • Career development opportunities, culture of progression and individual growth

The Job:

This is an excellent opportunity for an experienced Support Helpdesk Analyst to deliver Helpdesk & Subject Matter Expertise (SME) services to a number of clients.

The role requires a dynamic and enthusiastic individual to pro-actively manage customer reported issues to successful resolution with the relevant stakeholders. The ideal candidate will have excellent communication, organisational, interpersonal and negotiation skills, and have the ability to work both individually and as part of a team.

The role will be expected to develop Subject Matter Expertise in a number of client applications developed by OpenSky and will also take on some QA responsibilities to validate support fixes prior to customer release.

The role may/will also involve up to 10% travel within Ireland.


  • Provide 1st level of support to assigned customers
  • Identify, evaluate and prioritise customer tickets
  • Assign tickets to the correct owner or service provider and coordinate and track progress through to resolution
  • Work closely with and liaise between developers and customers to resolve tickets
  • Ensure prompt and appropriate response to customer and business queries, escalate issues as required
  • Develop Subject Matter Expertise for assigned systems
  • Attend customer premises to help troubleshoot and QA issues, fixes and patches
  • Provide QA for Support fixes prior to customer release
  • Compile internal reports on helpdesk status and statistics
  • Prepare weekly/monthly/quarterly and ad hoc service reports for customers
  • Execute daily checks for both internal and customer related services

Skills Required:

  • Ability to work both individually and as part of a team in a fast-paced environment
  • Excellent written and verbal communications are a must
  • Excellent interpersonal and organisational skills with a strong focus on customer service and delivery
  • Ability to effectively prioritise demands & effort to ensure expectations met
  • Attention to detail and delivery focussed
  • Proficiency with standard web applications and MS Office applications
  • Highly organised with ability to multi-task, work to deadlines and deliver under pressure

Key Requirements:

  • Previous IT helpdesk experience desirable
  • A 3rd level IT/Computer Science qualification – certificate, diploma or equivalent
  • Excellent communication, customer service and interpersonal skills
  • Ability to troubleshoot and attention to detail is essential
  • Excellent level of English, both written and verbal
  • Technical background advantageous
  • Drivers licence/Own car desirable

Personal Skills:

  • Excellent communication skills in both written and verbal English
  • Ability to interface with stakeholders in a professional and efficient manner
  • Excellent business process awareness
  • Strong time management / prioritisation and planning skills
  • Ability to Travel occasionally.

What We Offer:

You will form part of a high-performance team, working together to deliver projects of national and  international importance changing the way large Business and Governments work.

  • Competitive Salary – market adjusted
  • Continuous Professional Development
  • Education Assistance Programme
  • Company Pension
  • Incremental Increases in Annual Leave
  • Employee Assistance Programme (EAP)
  • Annual Health Screening
  • Employee Referral Scheme
  • Ethical Employer
  • Friendly, fast paced atmosphere
  • International working environment in a growing company
  • Work with innovative technologies & solutions
  • Microsoft Dynamics & Personal development programmes

Why Join Our Team?

OpenSky is a dynamic, exciting place to work. We hire exceptional people, and every one of them is empowered to think independently, take initiative and be innovative in their job. We are committed to ensuring that our performance and reward strategies are designed to effectively support our employees at every opportunity and offers an excellent work-life balance. 

At OpenSky our employees enjoy the creative, agile and meaningful work they do, the resources and technology they have access to and the benefits we offer. The projects we work on make a real difference, and that’s what makes us distinct in our industry. This very factor means that our employees get to work with the latest and emerging technologies.  We’ve built a truly unique culture here at OpenSky, where our employees are always learning, challenged with interesting projects and rewarded with fantastic benefits.

We attract talented individuals from a wide range of cultural, geographic and educational backgrounds whom bring with them a rich variety of skills and experiences. Our plan is simple; we hire the best people whom possess the skills, talent, expertise, experience and motivation that we require and when we find them, we help them grow, develop and achieve their goals. The values we share help us to thrive and succeed, both as individuals and as a team. If you share those values, you’ll fit right in!

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Some of Our Customers

We have transformed hundreds of large enterprise businesses in Ireland & the UK. Within transport, waste, housing, health and pharmaceuticals, our systems impact 2.5m people every day & manage 100m digital transactions every month.

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Where We Work

We seek out customers who are as ambitious as us in using technology to make life easier.  We provide customised automated solutions to them - bringing their business a multitide of operational & cost benefits.


Our Locations

Our Directors & Senior Management Team operate from our Head Office in Kildare, Ireland. Working together, they oversee our organisational strategy, brand, investments, innovations and priorities. Approximately 80% of our workforce, work from our Head Office.

Our International Offices are located in Poznan & Katowice in Poland and Karnataka in India. These teams comprise of technical experts who collaborate and code on projects every day and who are completely invested in seeing projects succeed.

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Our Sector Success

Working with Enterprise organisations within Transport, Waste, Housing, Health, FMCG, Retail & Pharmaceuticals, we focus on the strategic use of technology to improve operational efficiencies and ROI as well as looking for ways to leverage solutions to create new revenue streams or enhance existing ones.