2nd Line Analyst

Veolia Group; Blanchardstown; On-site; EUR 42,000 - 58,000; Full time

Job summary

Veolia Ireland is seeking a 2nd Line Analyst in Blanchardstown for a 6-month contract, 39 hours per week, to oversee 2nd line incident resolution and requests. You will work under the DB&T Technical Engineering Manager and collaborate with a nationwide team to ensure high service quality.

The role requires ITIL knowledge, ServiceNow experience, and strong technical skills across Windows, ChromeOS, and AV devices. Driving licence and right to work in Ireland are essential.

Qualifications

• ITIL Practitioner or Foundation certified with advanced level qualification.
• Certifications from Microsoft, Cisco, SDI, Google or similar providers.
• At least two years’ experience in Service Desk operations in a multi-site environment.
• Delivering quality services in line with service agreements and targets.
• SOX and ISO/IEC 20000 awareness and experience
• Full driving licence
• EU/EEA right to work in Ireland evidence required

Responsibilities

• Cover the Service Desk phone queue for a minimum of three mornings per week.
• Support nationwide Service Desk specialists and ensure resolution of 1st/2nd tier requests.
• Identify impediments to delivery and implement mitigation measures.
• Minimise impact of incidents and provide timely responses to issues.
• Record service requests and incidents with proper categorisation for reporting.
• Provide desk-side and remote assistance as needed

Skills

ITIL Practitioner or Foundation

Microsoft MCSA

Cisco CCAA

Citrix CCENT

ServiceNow CSA

SOX compliance experience

Strong communication

Education

Bachelor's degree in IT / Computer Science

Tools

ServiceNow

Windows 10/11

ChromeOS

Audio-visual equipment

Job description

Background

Veolia is Ireland’s leading environmental services company. We provide a comprehensive range of energy, waste and water solutions and are dedicated to carbon reduction, protecting the environment and building the circular economy. We offer all employees a benefits package as standard which includes full VHI cover, pension and education assistance. When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life. We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

2nd Line Analyst Location

Blanchardstown

Duration

6 Months

Hours

39 Hours per week

Overview of the role

The 2nd Line Analyst shares responsibility for the successful day-to-day operation of the Service Desk’s 2nd tier operations and ensuring its services meet or exceed exacting standards for service support as defined by service agreements. Reporting to the DB&T Technical Engineering Manager, the role shares responsibility for all activities relevant to 2nd line incident resolution, request fulfilment, field services, desk side support and end-user computing.

Role Responsibilities

• To cover the Service Desk phone queue for a minimum of three mornings a week as backup to the Service Desk team
• To contribute to the services of a nationwide network of Service Desk specialists and ensure the successful resolution and fulfilment of requests relevant to 1st and 2nd tier applications and hardware, audio-visual equipment, desktop operating systems, mobile devices and printers.
• To identify all and any impediments affecting the efficient delivery of applications and services and determine and execute appropriate measures for their mitigation and/or resolution.
• To reduce the impact of service affecting incidents and problems, ensuring an appropriate and timely response to all reported issues.
• To ensure the accurate recording of service requests and incidents and to attribute the correct categorisation and notation to ensure timely and relevant reporting.
• To provide desk-side and remote assistance, as relevant to the task.

Requirements for the role

ITIL Practitioner or Foundation certified Advanced Level Qualification One or more professional qualifications from leading solution providers: Microsoft, Cisco, SDI, Google etc. Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, ServiceNow CSA At least two years’ experience: Providing Service Desk operations in a multi-site, nationwide service environment Delivering quality services in compliance with service agreements and performance targets Ability to work under pressure and deal with several problems simultaneously. Demonstrable understanding of ChromeOS & Windows 10 / 11 operating systems Experience of ServiceNow or equivalent ticketing system Demonstrable understanding of the ITIL Service Management framework and appreciation of the complimentary quality standard ISO/IEC 20000 Demonstrable experience of working in a SOX compliant and ISO/IEC 20000 accredited organisation or function A full driving licence Excellent application and technical knowledge with a proven ability to learn new and complex software applications Good interpersonal skills, able to communicate effectively with staff and management alike Good understanding of customers’ business operations and a detailed understanding of their key applications and services Please note: If you are an EU/EEA national, you will be asked to show proof of right to work in Ireland. If you are a non-EU/EEA national , you will require current and valid permission to work and reside in the Republic of Ireland. Information on legislation and guides to the procedures in relation to obtaining greencard permits ,work permits, spousal/dependant permits is available on the Department of Jobs, Enterprise and Innovation website.

Veolia is Ireland’s leading environmental services company. We provide a comprehensive range of energy, waste and water solutions and are dedicated to carbon reduction, protecting the environment and building the circular economy. We offer all employees a benefits package as standard which includes full VHI cover, pension and education assistance