2nd Line Analyst

Veolia Energy Services Ireland Limited; Dublin; On-site; EUR 42,000 - 65,000; Full time

Job summary

Veolia Energy Services Ireland Limited in Blanchardstown seeks a 2nd Line Analyst to support a nationwide Service Desk network for 1st/2nd line applications, hardware, and OS across ChromeOS and Windows 10/11. The role includes covering the Service Desk queue for three mornings weekly.

The candidate will hold ITIL Practitioner or Foundation Advanced Level certification and key certs from Microsoft, Cisco, Citrix, Symantec, and ServiceNow CSA, with at least two years’ service desk experience in a

Qualifications

• ITIL certification required.
• Professional qualifications from providers: Microsoft, Cisco, SDI, Google etc.
• Experience with Service Desk operations in multi-site nationwide environment.
• Ability to learn new software and communicate with staff and management.

Responsibilities

• Cover the Service Desk phone queue for a minimum of three mornings weekly.
• Support nationwide network of Service Desk specialists for 1st and 2nd line requests.
• Identify impediments and implement mitigation for timely delivery.
• Reduce impact of incidents and ensure timely response to issues.
• Record service requests and incidents accurately for reporting.
• Provide desk-side and remote assistance as required.

Skills

Interpersonal skills

Communication

Problem solving

Education

ITIL Practitioner or Foundation Advanced Level Qualification

Microsoft MCSA

Cisco CCAA

Citrix CCENT

Symantec SCS

ServiceNow CSA

Tools

ServiceNow

ChromeOS

Windows 10/11

Job description

2nd Line Analyst
Location: Blanchardstown
Duration: Permanent
Hours: 39 Hours per week

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

Here at Veolia, we're proud to be known as an equal opportunities employer. We know how important it is to be fully committed to building and maintaining a diverse and inclusive place to work for every one of our colleagues.

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 work permits, is available on the Department of Jobs, Enterprise and Innovation website.

Skills:
IT ITIL ticketing IT support comupter literate TPBN1_IJ