Service Desk Analyst - South Dublin
Unijobs on behalf of our public sector client, are currently recruiting for the position of Service Desk Analyst in South Dublin. Fully on-site role with no hybrid work options available. This post is for 12 months initially with options to extend after (3-month and 6-month probation period).
This is a 35-hour per week contract, Working hours are scheduled between 08:00 and 18:00, aligned with the ICT Service Desk’s opening hours. The role does not require work on weekends or bank holidays, though occasional overtime may be necessary. Daily rate of €240 per day.

POSITION SUMMARY:

Our client is seeking a Service Desk Analyst to join their team. This role provides high-level technical support across our client’s head office sites, ensuring seamless operations in a healthcare environment. 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.

EXPERIENCE:

• Must have a minimum of 1 years’ experience working in an IT Support environment.
• It is desirable to be knowledgeable and experienced in the use of remote tools, active directory, M365 admin, Audio/Visual systems, Network exposure, Switches and\or have certifications in one or more these areas.
• It is desirable to have experience of working in an ITIL environment and\or having an ITIL certification.
• Excellent customer service skills with an ability to empathise with users and help them adapt to their new technologies.
• Demonstrate good problem solving, analytical and decision-making skills.
• Desirable to have an understanding of the Irish Healthcare system.

ADDITIONAL REQUIREMENTS:

• Fully on-site role with no hybrid work options available.
• Occasional overtime required, with potential on-call support during evenings and weekends.
• Availability to work from 8:00 AM to 6:00 PM, Monday to Friday.

• Prioritise, manage and responding to Service Desk calls in a timely manner logged on the service desk system.
• Support to clinical and admin staff working onsite or remotely.
• Establish and build on good working relationship with users.
• Troubleshooting of laptop and desktop configurations and issues
• System administration using Active Directory, M365 & Azure
• Amend Windows accounts/mailboxes.
• Troubleshoot system problems, diagnose, and solve hardware & software faults.
• System Administration - amend privileges / security permissions on server shares, setup of new shared folders on existing shares.
• Deal with ‘how to’ and information requests including data security and ICT policies.
• Install and configure computer hardware and peripherals, operating systems and applications.
• Liaise with third party vendors for software \ hardware installations.
• Follow and adhere to service desk processes, procedures, follow escalation process and other matters as appropriate.
• Coordinate office activities to secure efficiency and compliance to procedures and processes.
• Assist colleagues as requested.
• Excellent customer service skills and a professional phone etiquette is essential - individuals must have gained user/customer experience from previous roles.