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
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.
Skills Required
- ITIL Practitioner or Foundation certification
- Advanced Level Qualification
- One or more professional qualifications from Microsoft, Cisco, SDI, Google, or equivalent leading solution providers
- At least two years of Service Desk experience in a multi-site, nationwide service environment
- At least two years of delivering quality services in compliance with service agreements and performance targets
- Ability to work under pressure and manage multiple problems simultaneously
- Understanding of ChromeOS and Windows 10/11 operating systems
- Experience with ServiceNow or an equivalent ticketing system
- Understanding of the ITIL Service Management framework and ISO/IEC 20000
- Experience working in a SOX-compliant and ISO/IEC 20000-accredited organization or function
- Full driving licence
- Strong application and technical knowledge with ability to learn complex software applications
- Good interpersonal and communication skills
- Understanding of customers' business operations and key applications and services
