IT Support Level 2
Dublin 1
Hybrid
€55,000 per year
Job Purpose
IT Support Level 2 also known as -The ICT Operations - Officer is accountable for delivering day to day ICT services against defined SLAs and in adherence with ICT policies and procedures.
Primary Objectives/Key Responsibilities
ICT Service Delivery
Coordinate and ensure the fulfilment of user requests requested via the ICT Service Desk, related to ICT equipment and connectivity and other ICT services if required. Work with colleagues in ICT to ensure user requests are addressed satisfactorily and in a timely fashion. Follow processes and procedures related to ICT incident and service request management.
Carry out ongoing communication with end users regarding service requests and incidents that they have raised on the ICT Service Desk.
Ensure ICT activity related to Joiners / Movers / Leavers (JML) is completed and delivered in adherence to the Joiners, Movers Leavers policy and procedures. This includes ensuring coordinating and working with colleagues in ICT to ensure equipment is ready and prepared for new joiners and that equipment is collected when people leave.
Ensure sufficient stock of ICT equipment and devices exist to meet demand. Ensure the Hardware and Software ICT Asset Register is maintained and up to date and in adherence to the ICT Asset Management Policy and Procedures. Liaise with Finance to ensure reconciliation between the ICT asset register and the Finance asset list.
Ensure any assigned audit and risk recommendations are implemented on time.
Participate in the development and update of ICT policies and procedures available in the IT Service Management System (ITSMS) and ensure that they are implemented and followed at an operational level.
Vendor / Contract & Relationship Management
Ensure service delivery KPI’s are in place for relevant ICT service providers and that the vendors performance is actively monitored again KPI’s.
Manage and liaise with vendors in relation to ICT equipment (laptops, phones, docking stations, headsets, accessories etc.); and connectivity (broadband, mobile, fixed lines etc.) ensuring equipment and services are ordered, delivered and fulfilled as expected.
Escalate issues and risks related to vendor performance that may impact agreed deliverables.
Proactively engage and partner with colleagues in ICT and staff in our business Divisions on relevant ICT activities, particularly those delivered by our vendors.
Finance, Procurement and Budget Management
Carry out budget and finance activities for the ICT Division, including planning, forecasting monitoring, requisitioning and invoicing. Use our Finance system to raise requisitions and certify invoices.
Prepare relevant reports and attend quarterly Finance / Procurement status meeting if required.
Contribute to requests for tender for ICT equipment and services as and manage the procurement process if required.
Responsible for the procurement of ICT equipment and ICT services in accordance with Fáilte Ireland procurement policy.
Carry out all other duties as required and participate as a full member of the Team by supporting different work projects, as required, from time to time.
Essential Criteria
Strong communication and interpersonal skills
Strong organisational and time management/planning skills and the ability to prioritise work and meet deadlines
Budget Management skills
In order to be eligible to apply for this role you must have / demonstrate in your application form the following:
Minimum of three years' experience in Service Desk Management
Minimum of ITIL Foundation Certificate
Competent in Microsoft 0365 Office Suite
Knowledge of Cloud Technologies
Desirable Criteria
Use of SaaS Helpdesk
Experience with a Finance System. Knowledge or experience of the Integra Finance System would be an advantage
Project Management experience
A Professional Qualification (minimum Level 7 under the QQI Framework) in a related discipline
Key Competencies
Team / People Management
Planning and Organising
Relationship Management / Influencing
Problem Solving Analytical Skills
Send a current CV to [email protected]
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