Senior Service Desk Engineer
About the Role
We are seeking an experienced Senior Service Desk Engineer to join our client's ICT team in South Dublin.
This is a fully on-site role, with no hybrid work options available. The post is for 12 months initially, with options to extend.
Key Responsibilities
* Technical Support and Incident Management:
o Provide 1st and 2nd line support for Office 365, Service Now, Active Directory, Microsoft Azure, and Intune.
o Resolve complex technical issues for laptops, PCs, and mobile devices with accurate, timely troubleshooting and support.
o Deliver on-site technical support at hospital and head office locations, managing escalations and high-priority incidents.
* Onboarding and Offboarding:
o Manage setup and configuration of new user accounts, laptops, and mobile devices according to CHI protocols.
o Conduct thorough offboarding processes for departing staff, including equipment collection and account deactivation.
o Ensure compliance with data protection and security protocols during onboarding and offboarding processes.
* User Management and System Administration:
o Administer Active Directory and Microsoft Azure accounts, troubleshoot access issues, and manage permissions.
o Implement and manage policies via Intune to maintain device security and compliance.
o Document solutions, update knowledge base articles, and provide guidance to junior Service Desk team members.
* Knowledge Base Documentation:
o Develop and maintain comprehensive knowledge base documentation to assist team members and end-users.
o Regularly review and update documentation to ensure accuracy and relevance, fostering knowledge sharing within the team.
* Equipment and Asset Management:
o Track, update, and manage IT hardware inventory, ensuring all equipment is accounted for and well-maintained.
o Perform diagnostics, repairs, and replacements as necessary, escalating to vendors when required.
* Service Excellence:
o Ensure support requests are addressed promptly within agreed service levels, contributing to service improvement initiatives.
o Deliver clear and professional communication and excellent customer service to all users, from clinical staff to administrators.
o Collaborate with the ICT team to align service standards and respond proactively to evolving healthcare needs.
Requirements
* 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, Service Now, Active Directory, Microsoft Azure, and Intune.
* Proficiency in Power Shell 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.
Unijobs is an equal opportunities employer *This position may be subject to Garda Vetting and Foreign Police Clearance, if applicable you will be required to obtain these prior to commencing in this role*