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Job Description
Job Summary: Seeking an IT Service Desk Analyst to provide technical support and assistance to end users, ensuring prompt and efficient resolution of their IT-related issues in a dynamic and enthusiastic team of professionals.
The Hermitage Clinic, a state-of-the-art 112 bed healthcare facility, is part of Blackrock Health, Ireland's newest private health care group. Our mission, vision and values are our guiding principles in ensuring our patients and staff have a world-class experience.
Main Responsibilities:
- Serve as the first point of contact for end users seeking technical assistance, ensuring a positive and professional interaction.
- Respond to support requests in a timely manner, following established processes and service level agreements (SLAs).
- Troubleshoot and diagnose software, hardware, and network-related issues reported by end users.
- Provide remote assistance to users by guiding them through troubleshooting steps, identifying solutions, or escalating complex problems to Level 2 or 3 support teams.
- Document all support activities, including issue details, troubleshooting steps, and resolutions, in the ticketing system or knowledge base.
- Collaborate with other members of the IT team to resolve technical problems, escalate issues when necessary, and ensure timely resolution of user requests.
- Install, configure, and troubleshoot common software applications, including operating systems, productivity tools, and business applications.
- Assist in maintaining inventory of IT assets and perform basic hardware and software asset management tasks.
- Contribute to the continuous improvement of support processes and knowledge base articles.
- Keep up-to-date with the latest technology trends, software updates, and IT industry best practices to enhance technical knowledge and skills.
Requirements:
- Relevant 3rd Level IT qualification
- Previous experience of customer-facing support roles
- Certifications such as ITIL Foundation, Microsoft Certified Solutions Expert (MCSE) or relevant vendor-specific certifications are advantageous
- Proven experience in a customer service or technical support role, preferably in an IT environment
- Strong knowledge of common desktop operating systems (e.g., Windows) and office productivity software (e.g., Microsoft Office)
- Basic understanding of computer hardware, networking, and troubleshooting principles
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner
- Patient, empathetic, and strong customer service skills to effectively handle end-user interactions
- Ability to work independently and collaboratively within a team environment
- Strong problem-solving skills and attention to detail
- Familiarity with ticketing systems and remote support tools
- Analytical mindset with the ability to interpret data and metrics to drive improvements
- Experience with remote support tools and knowledge base systems is preferred
- Flexibility to work on call and adapt to changing business needs
- Understanding and experience of IT support in a Healthcare environment is a major plus
Why Work at the Hermitage Clinic:
- Competitive salary
- An Education Support Programme
- Development opportunities
- Opportunities for career progression
- Subsidised Restaurant
- Free staff car parking
- Employee Assistance Programme