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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 IT 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, among 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.

Essential functions

50% 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 7/10, Citrix client
  • Troubleshoot & manage mobile devices – smartphones, tablets
  • Wi-Fi setup and troubleshooting

15-20% 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

15-20% 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 2010/2016
  • Maintain malware eradication
  • Microsoft Windows patching

10-15% 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
  • Experience supporting Microsoft operating systems for workstations windows 7/10
  • Prior helpdesk experience via ITIL is a plus, but not required
  • Microsoft certifications are a plus, but not required


  • Ability to apply diagnostic techniques to identify problems, investigate causes, and recommend solutions
  • High proficiency in Microsoft Office 2010/2016
  • Basic networking skills (TCP / IP)
  • Basic knowledge of computer hardware
  • Knowledge of Dell systems is a plus, but not required
  • 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
  • Must be able to work overtime and weekends when necessary
  • Demonstrate intellectual curiosity: develops knowledge base and skill set beyond that called for by immediate tasks; pushes the ‘knowledge envelope’; evaluates results of own work and that of others critically vs. purely focusing on production; continuously questions processes and / or methods and seeks opportunities for improvement; thoughtfully challenges conventional wisdom