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 to ICT policies and procedures.
Primary Objectives/Key Responsibilities
1. ICT Service Delivery
Coordinate and ensure the fulfilment of user requests via the ICT Service Desk related to ICT equipment and connectivity. Work with colleagues in ICT to ensure user requests are addressed satisfactorily and in a timely fashion. Follow processes related to ICT incident and service request management.
Carry out ongoing communication with end users regarding service requests and incidents.
Ensure ICT activity related to Joiners / Movers / Leavers (JML) is completed in adherence to policy and procedures.
Maintain the Hardware and Software ICT Asset Register and ensure reconciliation with the Finance asset list.
2. Vendor / Contract & Relationship Management
Ensure service delivery KPIs are in place for relevant ICT service providers and monitor vendor performance against these KPIs. Manage and liaise with vendors for ICT equipment and connectivity, ensuring orders are fulfilled as expected.
3. Finance, Procurement and Budget Management
Carry out budget and finance activities for the ICT Division, including planning, forecasting, requisitioning, and invoicing. Prepare relevant reports and attend Finance / Procurement status meetings as required.
Essential Criteria
1. Strong communication and interpersonal skills
2. Strong organisational and time management 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, knowledge of the Integra Finance System is an advantage
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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