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IT Service Desk Analyst

Information Technology
Dublin, Ireland
Reports to:
Director of Service Delivery

Job summary

AerCap is the global leader in aircraft leasing and aviation finance headquartered in Dublin, Ireland. We are looking for an experienced Service Desk Analyst to join our IT team in Dublin.

Working in a dynamic and challenging environment, the IT Service Desk Analyst is directly responsible for providing end-user (onsite and remote) technical support via telephone, email, and voicemail. This involves the servicing of all desktop and laptop computer systems, repairs, and installation of hardware and software products. This position is engaged in, amongst other things, extensive customer interface, trouble-ticket handling, installing, diagnosing, repairing, maintaining, and upgrading all hardware and software while ensuring optimal workstation performance. To succeed, the incumbent must be a strong verbal and written communicator, self-starting, and adept at managing multiple, competing priorities simultaneously.

The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of technical issues, which may range from straightforward to more complicated technical issues and will have strong technical skills and hands-on experience across the majority of the desktop technologies including desktop/laptop hardware, Windows operating systems, Microsoft office suite and more.

Role Responsibilities

Client support

  • Serve as the primary contact for internal staff support requests
  • Troubleshoot and resolve hardware and software problems in a timely manner
  • Troubleshoot Windows 10, Citrix client, MS- Office (2016 and 365) and other business applications
  • Troubleshoot & support Microsoft Teams
  • Troubleshoot & manage mobile devices – smartphones, tablets etc.
  • Wi-Fi setup and troubleshooting

Hardware maintenance and support

  • Configure, deploy, and relocate corporate desktops, laptops, and monitors
  • Install new printers and troubleshoot printer issues
  • Set-up printers and hardware peripherals
  • Set-up mobile devices
  • Manage and track all hardware including but not limited to desktops, laptops, phones, and printers
  • Maintenance/management of all AV/VC equipment

Software maintenance and support

  • Install and configure standard applications
  • Manage internet connectivity problems, access to Citrix, Outlook Web Access, and Outlook for remote users
  • Maintain Microsoft Office
  • Maintain malware eradication
  • Microsoft Windows patching

Documentation and miscellaneous support

  • Document and maintain new application and operating system installation and configurations
  • Document and maintain helpdesk and onsite procedures
  • Basic network administration
  • Cable management

Job requirements, qualifications, and competencies


  • Bachelor’s degree in IT or related discipline
  • Minimum of 7 years’ experience working in an IT support role
  • Experience of working within an ITIL environment
  • Experience supporting Microsoft desktop operating systems, preferably Windows 10
  • MCP, MSCE or other industry recognised certifications
  • Cloud certification and/or experience with Cloud technologies highly beneficial


  • Ability to apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
  • High proficiency in Microsoft Office and Windows 10
  • Strong knowledge of Office 365
  • Strong knowledge computer hardware and software
  • Strong knowledge and experience of MS Teams and other video conferencing services
  • Good knowledge and experience of Mobile device management (MDM) tool
  • Good knowledge of networking principles (TCP/IP, DNS) and technologies
  • Excellent interpersonal, written, and verbal communication skills

Client Relationships

  • Demonstrated ability to communicate technical information to technical and non-technical users
  • Demonstrated ability to communicate with individuals and groups

Team Management

  • Ability to complete assignments with minimal direction
  • Works well independently and as part of a team                                      

Additional Competencies

  • Detail-oriented, strong work ethic, willingness to learn, and able to handle multiple priorities and deadlines simultaneously
  • Flexible and self-starting with an exceptional aptitude for dealing with ambiguity, unexpected emergencies, frequent interruptions, and competing deadlines
  • Demonstrated skill at identifying and providing potential resolutions to complex problems spanning numerous genres including informational, practice, policy / procedural, and situational problems