Level 2 Service Desk Support
Blackrock Health
Dublin
Job Title Level 2 Service Desk Support
Department ICT Department
Accountable CIO
Hours 37 hours per week
Reports Service delivery manager
Role Summary
Hermitage Clinic ICT infrastructure is a highly virtualised environment supporting a complex hospital environment. The ICT department provides technical support via its helpdesk and for hospital projects.
The role is to provide second level support to Blackrock Clinic staff and coordinate with third party suppliers. You will be involved in technical and business projects from start to finish providing technical support and expertise to the architecture team as well as ICT specific functions to maintain the performance and security of the hospital infrastructure and applications
The person will also take part in the On Call Rota
Main Activities and Responsibilities
Implementation and support of the hospitals critical systems
Perform hardware and software upgrades
Maintain current and new end user client device integrity, security and virus protection
Second line support for escalations from front line IT support analysts to assist in triage, diagnosis and resolution within SLA when required.
Write efficient, easy to follow user guides and documentation and maintain a clear focus on building knowledge management
Support existing deployed systems
Manage transition of change to production environment.
Maintain integrity of 24x7 technical architecture to agreed principles of high availability, business continuity and capacity
Complete ownership of assigned IT projects from initiation to completion.
Assess infrastructure changes, raise awareness for potential impacts and play a key role in change management governance
Implement and deploy new technologies to help achieve business goals
Manages personal work queues to ensure all service requests are operated to SLA.
Participates in the out of hours support on call rota.
The Position Requires:
A knowledge of
Virtualisation Technologies (VMWare & Hyper-V),
Citrix XenApp
Networking
Desktop and Server Windows Operating Systems
Active Directory & Group Policy
System Centre Configuration Manager
End User Device Security, Encryption, Anti-Virus
Microsoft Exchange and Office 365
Ability to communicate effectively.
Flexibility and willingness to participate in future implementation projects.
Qualifications:
Minimum 3-4 years' experience in a Service Desk role in a Windows/Citrix environment
Relevant 3rd Level IT qualification.
General Expectations
To support the philosophy and goals of Hermitage Clinic.
To observe the appropriate lines of authority.
To maintain confidentiality regarding all patients and the activities of Hermitage Clinic.
To demonstrate flexibility by assisting in all areas of the Hospital and Clinic as required.
To assist in the orientation of new staff and continue to develop personal knowledge and skills and seek outside educational opportunities where appropriate.