Job Details Role Requirements Role Requirement 1 Service Delivery Management Coordinate the operations of the Service Desk through ensuring clear deliverables and service standards are defined and maintained. Ensure there is a clear understanding of the end-to-end process and any impacts or issues arising from delivery. Ensure proper process and procedures are documented and applied Establish and apply clear service targets and key performance indicators. Apply analysis and generate solutions to service and programme issues. Ensure management information is effective and utilised. Ensure strong coordination and communication with other business units. Apply active risk management to service delivery and provide for service continuity. Oversee quality control checks both systematic and manual and ensure the service model and practice reflects a strong commitment to customer care and service excellence. Role Requirement 2 Business System Support Investigate and conclude service delivery issues and exceptions consulting with key stakeholders, surfacing and focusing on the resolution of critical performance and implementation issues affecting Pobal stakeholders and the effective delivery of operational functions. Responsible for the development, delivery and reporting of consistent quality checking measures and metrics. Provide ongoing evaluation of processes and procedures; suggest methods to improve area operations, efficiency and service to Pobal customers. Support the development of knowledge through effective team communications to include standardized responses to issues and queries. Role Requirement 3 Analysis and Monitoring Identification and mitigation of issues and risks in relation to the business system development and operation. Provide feedback regarding identified risks and trends and make recommendations regarding supports and training requirements and suggesting how issues can be addressed or prevented. Follow up on recommendations and decisions made in relation to Pobal Systems Effective management and reporting of incidents and exceptions as they arise, supporting lessons learned reviews and resulting changes to practices, behaviours, policies, and procedures. Role Requirement 4 Stakeholder Management Establish and manage key internal relationships, across the organisation. Build and foster relationships with key stakeholders to drive a consistent approach to support of Pobal Operations and to provide service excellence to our customers and colleagues Develop and manage effective relationships with external stakeholders to ensure coordination of supports. Required Experience 4/5 years working in a busy ICT Service Desk environment, co-ordinating day-to-day Service Desk activities, including ticket prioritisation, assignment, escalation, and resolution tracking. Experience working to defined SLAs and KPIs, including monitoring performance and addressing breaches. Experience working within documented ICT processes and procedures, including incident management, access management, and change processes. Proficient in MS technologies e.g. Word, Excel, Outlook, CRM and SharePoint portals. Qualifications Relevant Third Level qualification (e.g., Degree) or equivalent is desirable. View Full Job Description here. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Apply button below to Login/Register.