SENIOR SERVICE DESK ENGINEER - SOUTH DUBLIN

Unijobs on behalf of our public sector client, are currently recruiting for the position of Senior Service Desk Engineer in South Dublin. Fully on-site role with no hybrid work options available. This post is for 12 months initially with options to extend. Working Hours: 8:00 AM to 6:00 PM, Monday to Friday. Occasional overtime required, with potential on-call support during evenings and weekends. Daily rate of €216.66 per day.

POSITION SUMMARY:

Our client is seeking an experienced Senior Service Desk Engineer to join their ICT team. This role provides high-level technical support across our client’s head office sites, ensuring seamless operations in a healthcare environment. The Senior Service Desk Engineer will handle escalated technical issues, support user onboarding and offboarding, and maintain critical IT services on-site. This fully on-site role requires occasional overtime and potential on-call support during evenings and weekends, ensuring consistent support for our client’s organization’s needs.
Strong interpersonal and communications skills in a complex environment combined with technical are essential to ensure that our clients customers get the service they need.

KEY SKILLS AND QUALIFICATIONS:

• Bachelor’s degree in computer science, Information Technology, or related field preferred, or equivalent work experience.
• Minimum of 5 years in a Service Desk or IT Support role, with at least 2 years at a senior level.
• Proficiency with Office 365, ServiceNow, Active Directory, Microsoft Azure, and Intune.
• Proficiency in PowerShell scripting, with experience in creating and maintaining scripts for automation and task efficiency.
• Strong troubleshooting skills with laptops, desktops, and mobile devices, and a solid understanding of network basics.
• Excellent organizational skills with experience in equipment management, including inventory and asset tracking.
• Proven experience in onboarding/offboarding processes, user account management, and managing IT equipment inventory.
• Effective documentation skills with the ability to create and maintain knowledge base articles.
• Exceptional customer service and communication skills, capable of supporting diverse users in a healthcare setting.
• Self-management skills - being able to organise workload and keep on top of issues
• Prioritise, manage and responding to helpdesk calls in a timely manner logged on the help desk system.
• Establish and build on good working relationship with end users
• Troubleshoot system problems, diagnose and solve software faults e.g. Citrix
• Experience working within ITSM frameworks, familiar with ITIL processes, tooling,
• A meticulous operator with excellent communication skills, capable of translating technical terms into plain English for non-technical colleagues.

Knowledge Base Documentation:

• Develop and maintain comprehensive knowledge base documentation to assist team members and end-users.
• Regularly review and update documentation to ensure accuracy and relevance, fostering knowledge sharing within the team.
• Equipment and Asset Management:
• Track, update, and manage IT hardware inventory, ensuring all equipment is accounted for and well-maintained.
• Perform diagnostics, repairs, and replacements as necessary, escalating to vendors when required.
• Service Excellence:
• Ensure support requests are addressed promptly within agreed service levels, contributing to service improvement initiatives.
• Deliver clear and professional communication and excellent customer service to all users, from clinical staff to administrators.
• Collaborate with the ICT team to align service standards and respond proactively to evolving healthcare needs.
• Prioritisation - Identifying what incidents should take priorit

• Technical Support and Incident Management:

• Provide 1st and 2nd line support for Office 365, ServiceNow, Active Directory, Microsoft Azure, and Intune.

• Resolve complex technical issues for laptops, PCs, and mobile devices with accurate, timely troubleshooting and support.
• Deliver on-site technical support at hospital and head office locations, managing escalations and high-priority incidents.
• Onboarding and Offboarding:
• Manage setup and configuration of new user accounts, laptops, and mobile devices according to CHI protocols.
• Conduct thorough offboarding processes for departing staff, including equipment collection and account deactivation.
• Ensure compliance with data protection and security protocols during onboarding and offboarding processes.
• User Management and System Administration:
• Implement and manage policies via Intune to maintain device security and compliance.

• Document solutions, update knowledge base articles, and provide guidance to junior Service Desk team members.

Knowledge Base Documentation:

• Develop and maintain comprehensive knowledge base documentation to assist team members and end-users.
• Regularly review and update documentation to ensure accuracy and relevance, fostering knowledge sharing within the team.
• Equipment and Asset Management:
• Track, update, and manage IT hardware inventory, ensuring all equipment is accounted for and well-maintained.
• Perform diagnostics, repairs, and replacements as necessary, escalating to vendors when required.
• Service Excellence:
• Ensure support requests are addressed promptly within agreed service levels, contributing to service improvement initiatives.
• Deliver clear and professional communication and excellent customer service to all users, from clinical staff to administrators.
• Collaborate with the ICT team to align service standards and respond proactively to evolving healthcare needs.
• Prioritisation - Identifying what incidents should take priority