2nd Line Analyst

Veolia Group; Dublin; On-site; EUR 42,000 - 60,000; Full time

Job summary

Veolia Group Ireland is seeking a 2nd Line Analyst to ensure the smooth operation of its Service Desk’s 2nd tier. The role reports to the DB&T Technical Engineering Manager and encompasses incident resolution, request fulfilment and end-user computing across a nationwide network.

The candidate should have ITIL certification, multiple professional qualifications, and at least two years’ experience in a multi-site service desk. A full driving licence and strong communication skills are essential.

Qualifications

• ItIL Practitioner or Foundation certification is required.
• Advanced Level IT/Networking qualification is required.
• One or more professional qualifications from Microsoft, Cisco, SDI or Google.
• Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, or ServiceNow CSA are desirable.
• At least two years’ experience in Service Desk operations across a multi-site environment.
• Experience with ChromeOS and Windows 10/11 operating systems.
• Experience with ServiceNow or equivalent ticketing system.
• Understanding of ITIL Service Management and ISO/IEC 20000.
• Experience in SOX compliant and ISO/IEC 20000 accredited organisations.
• Full driving licence is required.

Responsibilities

• Cover the Service Desk phone queue for a minimum of three mornings a week as backup.
• Contribute to nationwide Service Desk support and ensure resolution of requests for 1st/2nd tier applications and hardware.
• Identify impediments affecting delivery and implement mitigations.
• Reduce the impact of service incidents with timely responses.
• Record service requests and incidents with correct categorisation for reporting.
• Provide desk-side and remote assistance as required.

Skills

Service desk operations

Multi-site support

ChromeOS

Windows 10/11

Remote assistance

Communication skills

Ticketing systems

ISO/IEC 20000 knowledge

SOX compliance experience

Driving licence

Education

ITIL Practitioner or Foundation

Advanced IT/Networking qualification

Microsoft MCSA / Cisco CCAA / Citrix CCENT / ServiceNow CSA

Tools

ServiceNow

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 AnalystLocation: BlanchardstownDuration: PermanentHours: 39 Hours per weekOverview 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 teamTo 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 certifiedAdvanced Level QualificationOne or more professional qualifications from leading solution providers: Microsoft, Cisco, SDI, Google etc.Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, ServiceNow CSAAt least two years’ experience:Providing Service Desk operations in a multi-site, nationwide service environmentDelivering quality services in compliance with service agreements and performance targetsAbility to work under pressure and deal with several problems simultaneously.Demonstrable understanding of ChromeOS & Windows 10 / 11 operating systemsExperience of ServiceNow or equivalent ticketing systemDemonstrable understanding of the ITIL Service Management framework and appreciation of the complimentary quality standard ISO/IEC 20000Demonstrable experience of working in a SOX compliant and ISO/IEC 20000 accredited organisation or functionA full driving licenceExcellent application and technical knowledge with a proven ability to learn new and complex software applicationsGood interpersonal skills, able to communicate effectively with staff and management alikeGood understanding of customers’ business operations and a detailed understanding of their key applications and servicesPlease 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.