A 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.

The role is based at the Blanchardstown office and will be office based. This is a 12 month contract with the possibility of extension.
 

Day to day of the role

• 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, telephony, and remote assistance, as per the rota and with relevance to the position.

• 2 + years’ experience in a similar role
• Providing Service Desk operations in a multi-site, nationwide service environment
• Delivering quality services in compliance with service agreements and performance targets
• Practiced in EUC technologies including image deployment.
• Ability to work under pressure and deal with several problems simultaneously.
• 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