Level 1 Service Desk Analyst

at  Blackrock Health Hermitage Clinic

ABOUT THE HERMITAGE CLINIC

Blackrock Health Hermitage Clinic is a state of the art 112 bed healthcare facility. The hospital provides a wide range of Emergency, Ambulatory, Interventional and Diagnostic care to for Adults and some services for Children. As a member of Ireland’s newest private health care group, Blackrock Health we are dedicated in ensuring our mission, vision and values are our guiding principles in ensuring our patients and staff have a world class experience.
A career in Hermitage Clinic will ensure you are joining a diverse, dynamic and enthusiastic team of professionals, passionate about developing services to ensure we provide the best care in the most modern of facilities.

QUALIFICATIONS:

• Relevant 3rd Level IT qualification
• Previous experience of customer facing support roles
• Certifications such as ITIL Foundation, Microsoft Certified Solutions Expert (MCSE) or relevant vendor-specific certifications are advantageous

EXPERIENCE:

• Proven experience in a customer service or technical support role, preferably in an IT environment.
• Strong knowledge of common desktop operating systems (e.g., Windows) and office productivity software (e.g., Microsoft Office).
• Basic understanding of computer hardware, networking, and troubleshooting principles.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
• Patience, empathy, and strong customer service skills to effectively handle end user interactions.
• Ability to work independently and collaboratively within a team environment.
• Strong problem-solving skills and attention to detail.
• Familiarity with ticketing systems and remote support tools.
• Analytical mindset with the ability to interpret data and metrics to drive improvements
• Experience with remote support tools and knowledge base systems is preferred
• Flexibility to work on call and adapt to changing business needs
• Understanding and experience of IT support in a Healthcare environment is a major plus

ABOUT THE ROLE

Blackrock Health’s IT teams support critical applications and infrastructure in modern hi-tech hospitals across Dublin. The IT department provides technical support via its service helpdesk.
The role is to provide third level support to Blackrock Health staff and coordinate with third party suppliers. You will be involved in both day to day IT support as well as contributing to critical IT projects across Blackrock Health.
As a Level 1 Service Desk Analyst, you will be responsible for providing first-line technical support and assistance to end users, ensuring prompt and efficient resolution of their IT-related issues. You will primarily handle incoming support requests via phone, email, or ticketing system, and troubleshoot problems to identify and resolve common software and hardware issues. Your ability to communicate effectively and provide excellent customer service will be crucial in ensuring user satisfaction.

MAIN ACTIVITIES AND RESPONSIBILITIES:

• Serve as the first point of contact for end users seeking technical assistance, ensuring a positive and professional interaction.
• Respond to support requests in a timely manner, following established processes and service level agreements (SLAs).
• Troubleshoot and diagnose software, hardware, and network-related issues reported by end users.
• Provide remote assistance to users by guiding them through troubleshooting steps, identifying solutions, or escalating complex problems to Level 2 or 3 support teams.
• Document all support activities, including issue details, troubleshooting steps, and resolutions, in the ticketing system or knowledge base.
• Collaborate with other members of the IT team to resolve technical problems, escalate issues when necessary, and ensure timely resolution of user requests.
• Install, configure, and troubleshoot common software applications, including operating systems, productivity tools, and business applications.
• Assist in maintaining inventory of IT assets and perform basic hardware and software asset management tasks.
• Contribute to the continuous improvement of support processes and knowledge base articles.
• Keep up-to-date with the latest technology trends, software updates, and IT industry best practices to enhance technical knowledge and skills.