The Role / Location

The IT Helpdesk supports colleagues in using technology efficiently and effectively across the business. The team is responsible for installing, configuring, and maintaining end‑user devices, software, and peripherals, as well as managing the onboarding of new joiners and the offboarding of departing employees. Acting as the first point of contact for a wide range of technical queries and incidents, the helpdesk plays a critical role in day‑to‑day operations and therefore requires a consistently calm, helpful, and professional approach. The role is primarily based in our Molesworth Street office, with occasional travel to our Cork and Belfast offices and to remote sites as required.

Key Responsibilities

• Provide support via the Savills Helpdesk system, triaging all incidents in the ServiceNow ITSM platform to ensure accurate reporting and classification.
• Provide monthly reports on helpdesk activity to the Senior IT Manager and Head of IT.
• Escalate Tier 3 issues to senior team members.
• Work with the team to ensure all new joiners’ equipment is prepared, available, and fully set up, and provide initial guidance on basic system operations.
• Demonstrate experience with Active Directory (user accounts, groups, permissions).
• Provide hardware support for network devices such as copiers and printers; liaise with third-party vendors to ensure repairs and upgrades are completed efficiently.
• Provide deskside support to end users, delivering a high-quality customer experience.
• Assist the IT team in identifying issues and solutions that enhance the operational effectiveness of systems, software, and hardware.
• Ensure the company’s Information Security and Acceptable Usage policies are followed by all users.
• Support stable operations, excellent customer service, and reliable service delivery across the IT environment.
• Identify recurring issues and contribute to root cause analysis (RCA), implementing preventative actions and documenting known errors.
• Manage all laptop repairs end-to-end by coordinating with hardware vendors, tracking warranty/DOA cases, and maintaining accurate asset and repair records.
• Provide support for user issues across all areas of technology (desktop, network, applications, peripherals, and meeting room/AV facilities such as Teams Rooms and ClickShare), ensuring resolutions are delivered in line with company policies and procedures.

Skills, Knowledge and Experience

• 2 to 3 years’ experience in a similar role.
• Excellent Troubleshooting Skills.
• Ability to work on own initiative.
• Experience using an ITSM tool such as ServiceNow.
• Entry level IT qualification CompTIA A+ and Network+ or CompTIA Security+
• Ambition and drive to constantly upskill and advance industry knowledge through research, study and training. (Funding for courses considered beneficial to the role and company will be available.
• Experience with ManageEngine and SmartDeploy is beneficial but not essential, as full training will be provided.

Savills Ireland is an equal opportunity employer.

Savills aims to attract, recruit and retain the best people from the widest possible pool of talent. As such, we are committed to creating an inclusive and diverse working environment for all employees by striving at all times to be an organisation which does not discriminate, values everyone’s talents and abilities and where diversity is positively promoted.