The ICT Operations - Officer
Dublin 1
Hybrid
€55,000 per year
Job Purpose
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
1. ICT Service Delivery
1. Coordinate and ensure the fulfilment of user requests via the ICT Service Desk related to ICT equipment and connectivity.
2. Work with colleagues in ICT to ensure user requests are addressed satisfactorily and in a timely fashion.
3. Follow processes and procedures related to ICT incident and service request management.
4. Carry out ongoing communication with end users regarding service requests and incidents.
5. Ensure ICT activities related to Joiners/Movers/Leavers (JML) are completed in adherence to policy and procedures.
6. Maintain sufficient stock of ICT equipment and devices to meet demand.
7. Ensure the Hardware and Software ICT Asset Register is maintained and reconciled with Finance.
8. Implement assigned audit and risk recommendations on time.
9. Participate in the development and update of ICT policies and procedures.
2. Vendor / Contract & Relationship Management
1. Ensure service delivery KPIs are in place for relevant ICT service providers.
2. Manage and liaise with vendors regarding ICT equipment and connectivity.
3. Escalate issues and risks related to vendor performance.
4. Engage and partner with colleagues in ICT and staff on relevant activities.
3. Finance, Procurement and Budget Management
1. Carry out budget and finance activities for the ICT Division.
2. Prepare relevant reports and attend quarterly Finance/Procurement status meetings.
3. Contribute to requests for tender for ICT equipment and services.
4. Responsible for the procurement of ICT equipment and services in accordance with procurement policy.
5. Participate as a full member of the Team by supporting different work projects.
Essential Criteria
1. Strong communication and interpersonal skills
2. Strong organisational and time management/planning skills
3. Budget Management skills
4. Minimum of three years' experience in Service Desk Management
5. Minimum of ITIL Foundation Certificate
6. Competent in Microsoft 0365 Office Suite
7. Knowledge of Cloud Technologies
Desirable Criteria
1. Use of SaaS Helpdesk
2. Experience with a Finance System, particularly Integra Finance System
3. Project Management experience
4. A Professional Qualification (minimum Level 7 under the QQI Framework) in a related discipline
Key Competencies
1. Team / People Management
2. Planning and Organising
3. Relationship Management / Influencing
4. Problem Solving Analytical Skills
Send a current CV to arlene.french@cpl.ie
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