Senior Service Desk Engineer

7 days ago

Dublin, Dublin City, Ireland UniJobs Full time

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. Key Responsibilities: 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: Administer Active Directory and Microsoft Azure accounts, troubleshoot access issues, and manage permissions. 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. 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. 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* Skills: Office 365 ServiceNow Active Directory Microsoft Azure and Intune

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