Qualifications & Experience:

• 1 year relevant 1st line support or customer service experience.
• Good knowledge of Microsoft systems, particularly Win 10/XP, MS Office and Good understanding of PC hardware set-up and configuration.
• Excellent customer service and interpersonal skills, to effectively interact with users and provide exceptional customer service.
• Strong analytical and troubleshooting skills to diagnose and resolve technical issues.
• Ability to work independently as well as part of a team in a collaborative environment.
• Experience in a healthcare setting, along with Microsoft certification and ITIL Foundations and ServiceNow Certification would be a distinct advantage
• Familiarity with network protocols, troubleshooting connectivity issues, and configuring network settings.
• Understanding of ITSM Service desk Tools and experience of ticket management.
• Fluent English and eligible to work in Ireland /EU/EE

OVERVIEW OF ROLE:

The Information Technology Helpdesk Analyst will deliver front – line technical support to end users addressing a range of technical issues and concerns. Initially this position will be based onsite at SSQ/SSC for training purposes transitioning to a hybrid location work model thereafter. The role includes responding to, documenting, and resolving service tickets promptly and efficiently, in a courteous and professional manner. Our IT Helpdesk Analyst team work 39 hours per week Monday to Friday with rotating out-of-hours on-call support to ensure continuous functionality of the hospital network 24/7.

PRIMARY DUTIES AND RESPONSIBILITIES:

Do you want to change the face of healthcare? UPMC’s Global Technology Operations Centre (GTOC) is enabling the next generation of healthcare delivery solutions for our patients around the world.
UPMC is a $26 billion healthcare provider and insurer, Pittsburgh, Pennsylvania-based UPMC is inventing new models of patient-centred, cost-effective, accountable care. Working in close collaboration with the University of Pittsburgh Schools of the Health Sciences, UPMC shares its clinical, managerial and technological skills worldwide through its innovation and commercialisation arm, UPMC Enterprises, and through UPMC International.
Providing high-quality healthcare in the South East since 2006, UPMC’s operations in Ireland now include UPMC Whitfield Hospital in Waterford, UPMC Sports Surgery Clinic in Dublin, UPMC Kildare Hospital in Clane and UPMC Aut Even Hospital in Kilkenny. Outpatient care at the UPMC Carlow Outreach Centre, UPMC Hillman Cancer Centre radiotherapy locations at UPMC Whitfield and UPMC HCC in joint partnership with Bons Secours in Cork, the UPMC Sports Medicine Clinic at SETU Arena, Waterford, TUS Moylish Campus, Limerick, TUS Thurles Campus, Tipperary, and the UPMC Concussion Network. The UPMC Institute for Health is located in Mayo and the Global Technology Operation Centre is based in Kilkenny. UPMC is the Official Healthcare Partner of the GAA and GPA.
UPMC, a not-for-profit US academic medical centre, is at the cutting edge of delivery for industry leading IT services that support its mission of delivering life changing medicine and want you to be part of our team. Here you will engage with clinical and business leaders, innovate new solutions, and realise first-hand how your input directly affects our patients, paving the path for the future of healthcare.
Located in the heart of Kilkenny’s growing tech cluster, the Global Technology Operations Centre team develops solutions for healthcare facilities in Ireland, Italy, and Croatia and innovates for tomorrow for a team of over 2,500 people, across its reach of hospitals, cancer centres, Sports Medicine and outpatient centres.

DUTIES AND RESPONSIBILITIES

• The implementation and support for information security directives as mandated by UPMC policy and EU GDPR (General Data Protection Regulation)
• Deliver outstanding customer service by effectively addressing user inquiries and providing solutions in a professional and courteous manner.
• Utilize ServiceNow to manage and track incidents, service requests, and changes.Troubleshoot and resolve technical issues where possible,including across applications, networking and cyber security.
• Escalate technical issues to Level 2/Level 3/or vendor support where needed
• Liaise with third party vendors around support issues
• Resolve user administration issues (new user accounts / password resets, MFA, etc)
• Printer troubleshooting and escalation to managed printer supplier
• Assist with IT project work where required
• Create and maintain knowledge base articles, FAQs, and other documentation to assist users in resolving common issues independently.
• Stay updated with the latest ServiceNow features to continuously enhance the helpdesk’s efficiency and effectiveness.
• The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.
• The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.

THE ABOVE JOB DESCRIPTION IS NOT INTENDED TO BE A COMPREHENSIVE LIST OF ALL DUTIES INVOLVED AND CONSEQUENTLY, THE POST HOLDER MAY BE REQUIRED TO PERFORM OTHER DUTIES AS APPROPRIATE TO THE POST WHICH MAY BE ASSIGNED TO HIM/HER FROM TIME TO TIME AND TO CONTRIBUTE TO THE DEVELOPMENT OF THE POST WHILE IN OFFICE.

Qualifications & Experience:

• 1 year relevant 1st line support or customer service experience.
• Good knowledge of Microsoft systems, particularly Win 10/XP, MS Office and Good understanding of PC hardware set-up and configuration.
• Excellent customer service and interpersonal skills, to effectively interact with users and provide exceptional customer service.
• Strong analytical and troubleshooting skills to diagnose and resolve technical issues.
• Ability to work independently as well as part of a team in a collaborative environment.
• Experience in a healthcare setting, along with Microsoft certification and ITIL Foundations and ServiceNow Certification would be a distinct advantage
• Familiarity with network protocols, troubleshooting connectivity issues, and configuring network settings.
• Understanding of ITSM Service desk Tools and experience of ticket management.
• Fluent English and eligible to work in Ireland /EU/EEA

The rate and pace of change in the health services is such that the post-holder will be required to update their knowledge and skills to fit the changing requirements of the service. Therefore, this job description is an outline of the current broad areas of responsibility and accountability and should not be regarded as a comprehensive listing. It will be reviewed and updated in line with future needs.
Equal Opportunity Statement and Benefits