Main Duties & Responsibilities: Call Management Activities • Manning of the IT Service Desk telephone line • Logging details of incidents and requests for services into the Service Desk system. • Correctly capturing the data required to determine issue severity and troubleshooting • Monitoring Service Desk work queue for automatically logged calls from user's self-service module • Assigning calls as appropriate to 2nd level support IT Support Activities • Hardware Support: o Hardware Support of PC, thin clients and mobile carts o Peripheral support including mice, keyboards, screens, e-pads, scanners and local printers o Troubleshoot network connectivity issues o Support patient entertainment system o Support end user phones in the absence of the Telecoms Engineer • Software Support: o User account management in Active Directory. o VMware VDI desktops management. o Software support of Microsoft Office. o Local Application and Third Party Support (training will be provided). o Support of Outlook mailboxes including shared calendars, saved .PST and archived emails. o Installation and upgrade of specific software packages throughout the clinic. • Printer Support: o Evaluation of printer issues that should arise throughout the Galway Clinic. o Log and escalate calls if necessary. o Assist in setup of new printers and selection of a default printer for existing users per need. • Conference and Meeting Support: o Setup and support of laptops and projectors for meetings that occur in hours. • Project Activities o Assisting on IT Projects as necessary o Supporting senior analysts on project activities Competencies/skills: • Technical Competencies o Good all round IT Knowledge and a good grounding in IT Hardware, Software and networking o Excellent PC support and trouble shooting skills o Excellent customer support and work prioritisation skills • Non-Technical Competencies o Hands-on experience required o An enthusiastic, flexible & innovative approach to work o Excellent communication and customer service skills o Be focused on quality and attention to detail o Open to learning new skills Blackrock Health at the Galway Clinic is an equal opportunities employer.
