IT Help Desk Agent

Application Deadline: 1 April 2026

Department: Information Technology

Employment Type: Permanent - Full Time

Location: 10 Earlsfort Terrace, Dublin 2, D02 T380

Reporting To: IT Helpdesk Manager

Description

Arthur Cox LLP is one of Ireland’s leading law firms. We are an “all-island” firm with offices in Dublin and Belfast. We also have offices in London, New York, and San Francisco. Our practice encompasses all aspects of corporate and business law.

With 600 legal staff and a total headcount of nearly 900, we provide a comprehensive service to an international client base ranging from multinational organisations, banks, and financial institutions and established global leaders to government agencies and new players in emerging industry sectors.

Our story has been defined by our progressive outlook. For over 100 years, we have led the way in the legal field in Ireland. For our clients, we work to deliver the best service and support. With an independent, entrepreneurial spirit of innovation leading the way.

Department: IT
Location: Dublin (on-site)
Reports to: It Helpdesk Manager
Contract Type: Permanent Full-time


Background:

Arthur Cox is at the forefront of technology adoption that drive value within the firm, its client's business, and the wider legal industry. IT operations play a central role, connecting digital capabilities to the firm’s objectives and creating a solid foundation for continued success.We pride ourselves on being customer‑focused and service‑driven. Our Service desk operates as a strategic hub and serves as the single point of contact for our employees thus ensuring the customer experience is seamless, proactive, and personalised. 

About the Role:

We are looking to hire a Service desk support Agent to join a close-knit support team providing 24*7 end user support in a professional services environment and provide On call support after several months, as well as early and late shifts.
The successful candidate will act as the primary IT support contact, resolving technical issues for internal staff via phone, email, or chat including: log, analyse troubleshoot hardware and software issues, escalate complex problems to specialized teams, and maintain IT documentation. 
This role requires excellent written and verbal communication troubleshooting skills, a strong customer service mindset and a willingness to go the extra mile to solve technical issues.

Key Responsibilities

• Be the main point of contact for internal staff, maintaining first-class, customer service focused frontline user support whether they are on site or working remotely.
• Follow ITIL-aligned processes and service desk procedures all requests are resolved in line with agreed service level agreements, ensuring all users are treated efficiently, professionally and appropriately.
• Troubleshoot and resolve common hardware, software and connectivity issues including: endpoint hardware (laptops and peripherals), Windows 11, Mac OSx, iOS devices, Office 365 productivity suite and business applications.
• Escalate complex issues to Level 2/3 support as appropriate.
• Assist users with account management, password resets, and MFA support.
• Log and track all user requests, incidents, and problems in the ITSM tool, maintaining detailed ticket notes, resolutions steps, and where relevant write/update knowledge base articles.
• Assisting with new user setups and on-boarding, inventory management, staff training and over routine tasks.

Skills Knowledge and Expertise

• Degree in IT, Computer Science, or relevant field, or equivalent work experience. 
• 2-3 years’ experience in a help desk, service desk, or similar IT support role.
• Good knowledge of personal computers, Windows Operating Systems and Microsoft Office 365.
• Hands-on experience with remote desktop tools, Active Directory and MDM tools.
• Familiarity with IT Service Management (ITSM) software.
• Certifications (Desirable):
  CompTIA A+, CompTIA Network+
  Microsoft 365 Certified: Fundamentals (MS-900)
  Or equivalent Microsoft qualifications
  
  

Skills and Competencies:

Soft skills:

• Excellent interpersonal, written, and verbal communication skills in English to both technical and business audiences (individual or group).
• Collaborative mindset and who can work independently or more often as part of a diverse team and group of internal stakeholders.
• Proactive, flexible and adaptable disposition with a willingnes