IT Support Analyst

IT Support Analyst - UPMC Aut Even Kilkenny Location: Aut Even Hospital Job type: Permanent Overview of role: The Information Technology Support Analyst will provide front - line primary technical support to end users on various technical issues and problems. The role is primarily based onsite in AEH with some support required in offices at McDonagh Junction and Hebron Road. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner. Our IT Support Analyst team work 39 hours per week Monday to Friday and provide out of hours on-call support by rotation to ensure that our hospital network is functioning 24/7 Primary Duties and Responsibilities: The implementation and support for information security directives as mandated by UPMC policy and EU GDPR (General Data Protection Regulation) Log and track all calls to the IT Helpdesk on the hospital call logging system Troubleshoot and resolve technical issues where possible User administration (new user accounts / password resets) In-house applications administration, support and troubleshooting Liaise with third party vendors around support issues Monitor daily backup logs and escalate issues Escalate technical issues to Level 2/Level 3/or vendor support where needed Printer troubleshooting and escalation to managed printer supplier Assist with IT project work where required Basic network troubleshooting Vulnerability monitoring and support Take ownership of ongoing technical issues The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office. Qualifications & Experience: 2 years relevant 1st line/technical support experience. Good knowledge of Microsoft systems, particularly Win 10/XP, MS Office and Good understanding of PC hardware set-up and configuration. Excellent customer service and interpersonal skills, with the ability to communicate technical information to non-technical users. Strong problem-solving and analytical skills with the ability to think logically and prioritize tasks. Ability to work independently as well as part of a team in a collaborative environment. Experience in a healthcare setting along with Microsoft certification and ITIL Foundations would be a distinct advantage Familiarity with network protocols, troubleshooting connectivity issues, and configuring network settings. Understanding of ITSM Service desk Tools and experience of ticket management. Fluent English and eligible to work in Ireland Equal Opportunity Statement and Benefits UPMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. At UPMC we provide a total rewards program that is not only market competitive, but fair and provides growth opportunities for all our colleagues. Compensation - Competitive pay for the work employees do - base pay, performance related pay and premium pay where applicable. Benefits - Fully paid maternity and paternity leave for new parents. Competitive Pension Plan, company funded Death in Service Benefit x 3 times. Critical Illness cover for all employees up to the age of 66. Performance and Recognition - Rewards for performance that supports the goals and mission of UPMC through our annual ACES programme. Work-Life Balance - Enhanced annual leave up to a maximum of 27 days. Flexible working opportunities to support you to work around external family commitments. Development and Career Opportunities - Opportunities for each employee to reach their career goals through continued learning and/or advancement. About UPMC A $26 billion healthcare provider and insurer, Pittsburgh, Pennsylvania-based UPMC is inventing new models of patient-centred, cost-effective, accountable care. Working in close collaboration with the University of Pittsburgh Schools of the Health Sciences, UPMC shares its clinical, managerial and technological skills worldwide through its innovation and commercialisation arm, UPMC Enterprises, and through UPMC International. Providing high-quality healthcare in the South East since 2006, UPMC's operations in Ireland now include UPMC Whitfield Hospital in Waterford, UPMC Sports Surgery Clinic in Dublin, UPMC Kildare Hospital in Clane and UPMC Aut Even Hospital in Kilkenny. Outpatient care is available at the UPMC Carlow Outreach Centre, UPMC Hillman Cancer Centre radiotherapy locations at UPMC Whitfield and in Cork, the UPMC Sports Medicine Clinic at SETU Arena, Waterford, TUS Moylish Campus, Limerick, TUS Thurles Campus, Tipperary, and the UPMC Concussion Network. The UPMC Institute for Health is located in Mayo and the Global Technology Operation Centre is based in Kilkenny. UPMC is the Official Healthcare Partner of the GAA and GPA. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.