2nd Line Analyst

Veolia Group; Fingal; On-site; EUR 42,000 - 56,000; Full time

Benefits offered by this job

VHI cover

Pension

Education assistance

Job summary

Veolia in Ireland seeks a 2nd Line Analyst to support the Service Desk’s 2nd tier operations. You will help ensure service levels, handle incident resolution, and fulfilment of requests across applications and hardware.

You’ll learn and apply ITIL practices while supporting a nationwide environment. The role requires at least two years in service desk operations, ITIL knowledge, and ServiceNow experience, with a driving licence and strong communication skills.

Qualifications

• ITIL Practitioner or Foundation certification is required.
• Professional qualifications from Microsoft, Cisco, SDI, Google, etc. are required.
• Experience delivering service desk operations in a multi-site nationwide environment (2+ years).
• Ability to work under pressure and handle multiple issues simultaneously.
• Knowledge of ChromeOS and Windows 10/11 operating systems.
• Experience with ServiceNow or equivalent ticketing system.
• Understanding of ITIL Service Management framework and ISO/IEC 20000 awareness.
• SOX compliance experience and ISO/IEC 20000 accreditation is beneficial.
• Valid driving licence is required.
• Strong interpersonal and customer-facing skills.
• Familiarity with Ireland work eligibility rules (greencard/work permits) is beneficial.

Responsibilities

• Cover the Service Desk queue for a minimum of three mornings per week as a backup to the Service Desk team.
• Support a nationwide network of Service Desk specialists and resolve 1st/2nd line requests for applications, hardware, AV equipment, desktops, mobiles and printers.
• Identify impediments in service delivery and implement corrective measures.
• Reduce impact of incidents with timely response and resolution.
• Accurately log service requests and incidents with proper categorisation for reporting.
• Provide desk-side and remote assistance as required.

Skills

Customer service

Multitasking

Problem solving

Communication skills

Information security awareness

Education

ITIL Practitioner or ITIL Foundation

Tools

ServiceNowCSA

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: Permanent 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
• 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.

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.