Level 1 Healthcare IT Service Desk Analyst

Blackrock Health Group; Dublin; Hybrid; EUR 30,000 - 42,000; Full time

Job summary

Blackrock Health Group in Lucan, Co. Dublin, is seeking a Level 1 Service Desk Analyst to join the IT department. The role provides first-line support to staff and coordinates with Level 2/3 teams on complex issues.

You will troubleshoot Windows OS and productivity software, document actions in the ticketing system, and contribute to knowledge base improvements. On-call work and multi-site support may be required.

Qualifications

• Experience in customer-facing IT support.
• Proficient with Windows and Microsoft Office.
• Able to explain technical concepts clearly.
• Familiar with ticketing and remote support tools.
• Healthcare IT experience is a plus.

Responsibilities

• Serve as first point of contact for end users with IT issues.
• Respond to requests promptly and adhere to SLAs.
• Troubleshoot software, hardware, and network issues.
• Provide remote assistance and guide users through steps.
• Document actions in ticketing system and knowledge base.
• Collaborate with IT team to resolve problems and escalate when needed.
• Install, configure, and troubleshoot common software and OS.
• Assist in hardware/software asset management.
• Contribute to process improvements and knowledge articles.
• Stay updated on tech trends and best practices.
• Participate in on-call roster; support across sites.

Skills

Customer service

Technical support

Windows OS

Microsoft Office

Remote support

Ticketing system

On-call

Healthcare IT

Education

ITIL Foundation

MCSE / vendor certs

Tools

Remote support tools

Knowledge base systems

Job description

Blackrock Health Group in Lucan, Co. Dublin, is seeking a Level 1 Service Desk Analyst to join the IT department. The role provides first-line support to staff and coordinates with Level 2/3 teams on complex issues.

You will troubleshoot Windows OS and productivity software, document actions in the ticketing system, and contribute to knowledge base improvements. On-call work and multi-site support may be required.