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Service Support Specialist
Location: South Dublin
Department: Operations Department
Job Purpose
The Service Support Specialist role comprises of both customer service and technical support which involves the day-to-day delivery of support services to customers worldwide. Responsibilities will include resolving technical queries and requests, communicating system maintenance and providing a high level of customer service.

Principal Accountabilities
· Deliver best in class customer service to customers
· Provide first level incident resolution for countries globally
· Log, troubleshoot and route tickets received from countries globally
· Involved in the day-to-day operational activities which are associated with operating the service desk
· Fulfilling of standard customer requests e.g. user administration
· Provide desktop support to customers
· Ensure that issues are pursued from initial contact to final resolution in accordance with Service Level Agreements (SLA)
· Initiate and adhere to documented processes, procedures and work instructions within the defined guidelines
· Monitor and report on Service Level Agreement (SLA) performance
· Complete adhoc reporting or administrative tasks

Knowledge, Skills & Experience
· Basic Operating System knowledge of Windows environment
· Understanding of LAN, WAN environments
· Working knowledge of service support centre/helpdesk issue logging systems
· High level of computer literacy
· Previous experience with Lotus Notes and Citrix an advantage
· Strong customer service attitude

Education and Qualifications
· 1-2 years in a support role or customer service role in an IT environment
· Third level qualification is desirable but not essential
· Experienced of dealing with both internal and external customers at various levels
· Knowledge of ITIL an advantage
· Flexible for shift working. Shift pattern in place covering 6:00am to 6:00pm



Senior Business Information Analyst
Location: South Dublin
Department: Operations Department
Number of Direct Reports 1
Job Purpose
The Senior Business Information Analyst will provide horizontal support across all the process, technology and service domains that are currently within the remit of the Operations department, and support to the managers currently running the vertical technology and service streams of iSeries, Intel server, Storage, Citrix, Domino and Service Desk.

The incumbent will also be responsible for providing overall technical, service and project support to the Operations department and to lead technical projects within the department. Project lead activities will include managing local operationally focused Infrastructure projects as defined by the department.

Principal Accountabilities
1. Provide daily operational support to a large, complex and demanding department and to the department managers.
This is to include:
· Quality of Service. Managing and tracking departmental service statistics, affecting change to ensure SLAs are met. This means:
a) Monitoring and improving processes
b) Searching out efficiencies – and implementing
c) Reporting – ensure department reports are created and delivered on time, with appropriate analysis to explain the data
d) Statistical analysis to show trends and patterns and then acting on that with the appropriate managers to improve processes or strengthen technology
e) Using departmental data, statistics and analysis, recommend and justify organizational improvements where deemed necessary as part of (c) and (d)
· Resource planning and scheduling of activities for the Operations department
· Assisting with inventory tracking and scheduling of asset use
· Completing monthly capacity tracking and working with domain managers to highlight potential bottlenecks, trends and patterns and growth areas so corrective action and forward planning can occur.

2. With the appropriate domain managers, lead and manage IT Infrastructure related projects as required.
This is to include:
· Successful project completion
· Relevant project documentation, including scope, objectives, assumptions
· Cost and benefit analysis – in simple terms: “Why do the project” – show the benefits, show the potential costs, make a recommendation
· Working with multi-disciplinary teams, in addition to technical teams, including Supplier management and Procurement
· Getting sign off by all stakeholders at key project stages
· Lessons Learned follow-ups

Knowledge, Skills & Experience
· A technical plus project leading / managing background and experience sufficient to understand the relevant technologies (e.g. LAN/WAN, IBM iSeries, Intel, Service Desk)
· Experience of working in complex environments with multiple stakeholders involved in your own success
· Proven track record in successful delivery of a number of projects simultaneously
· Strong customer relationship management focus and an ability to demonstrate experience and ability to build relationships at all levels of the organization, including those at a senior level
· Experience of international or multi-cultural environments
· Working knowledge of ITIL processes
· Adaptability to change
· Ability to communicate complex technology, or any aspect of projects clearly and succinctly to any and all stakeholders at any level of a participating organisation
· Ability to translate business needs into project proposals
· Strong analytical skills
· Strong skills in planning, organisation and scheduling. Excellent leadership, negotiating and influencing skills
· Excellent communication skills. Ability to interact with senior management and external parties
· Ability to work effectively under pressure to tight deadlines
· Experience of Risk Management across various levels of projects and organisations
· Some experience of people management as a line manager or a project manager is highly desirable

Education and Qualifications
· Minimum of 5 years experience in a technical role or a technical project management role
· Third level qualification in IT or equivalent would be an advantage

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