2nd Line IT Support Specialist

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

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.