Strandum Ltd

JOB SPECIFICATION

Support Analyst – Tier 1

Location: Blanchardstown, Dublin 15

Department: Client Support Team

Reporting to: Head of Support

Applications: careers@strandum.com

Strandum HR is growing.

Following significant growth in recent years and as we continue to expand into new markets, we are looking for a Tier 1 Support Analyst to join our Client Support Team.

This is an excellent entry-level opportunity for someone looking to build a career in IT Service Desk or client-facing software support. Previous support experience is an advantage but is not essential. We provide comprehensive on-the-job training and ongoing professional development.

As Strandum continues to grow, there will also be strong opportunities for high-performing team members to develop, take on greater responsibility and progress within the business.

The Role

As a Tier 1 Support Analyst, you will be the first point of contact for our corporate clients, helping them get the most from the Strandum HR platform while ensuring queries are handled efficiently and professionally.

Key Responsibilities

Log, assess and triage incoming client requests and incidents through our support ticketing system.
Monitor phone, email and support tickets, ensuring client queries are acknowledged and responded to promptly.
Provide clear, step-by-step guidance on system navigation and core Strandum HR functionality.
Resolve routine and known issues using internal knowledge and established support procedures.
Accurately document and escalate complex or non-routine technical issues to our Tier 2 Support team.
Gather client requirements for standard and ad-hoc reports.
Assist clients with straightforward report filters and standard reporting functionality.

What We’re Looking For

Strong written and verbal communication skills.
An excellent telephone manner and a professional, calm and friendly approach to client support.
The ability to explain technical information clearly to non-technical users.
Strong organisational skills and the ability to manage multiple calls, emails and support tickets effectively.
Good computer literacy, including Microsoft Office and the ability to work with support platforms such as Freshdesk, ServiceNow or similar systems.
Excellent attention to detail and a structured approach to problem-solving.
A proactive, collaborative attitude and willingness to learn.
A degree or relevant qualification in IT, Business Studies or a related discipline would be an advantage but is not essential. We welcome applicants from a range of educational and professional backgrounds.

Salary & Benefits

Salary commensurate with the successful candidate’s relevant experience and qualifications.
20 days’ paid annual leave, with additional service-based leave over time.
Defined contribution pension scheme.
Company health insurance.
Flexi time following successful completion of the probation period.
Comprehensive on-the-job training.
Professional development opportunities.
Opportunities for career progression as Strandum continues to grow and expand into new markets.

Equal Opportunities

Strandum HR is an equal opportunities employer committed to fostering an inclusive and respectful workplace. We welcome applications from suitably qualified candidates regardless of gender, age, disability, race, ethnicity, religion or belief, sexual orientation, civil or family status, or any other characteristic protected under applicable equality legislation.

If you’re looking to start or develop your career in software support and would like to be part of a growing Irish HR technology company, we’d love to hear from you.