Level 1 Service Desk, Specified Purpose

Blackrock Health Group; Lucan; On-site; EUR 30,000 - 40,000; Full time

Job summary

Blackrock Health’s IT Department is seeking a Level 1 Service Desk Analyst to provide first-line technical support to staff across Dublin hospitals. You will handle requests via phone, email, or ticketing system and troubleshoot common software and hardware issues.

The role involves on-call duties and potential multi-site support, with a focus on patient data confidentiality and excellent customer service. ITIL-based practices and MS Office proficiency are expected.

Qualifications

• Experience in customer-facing IT support or helpdesk roles.
• Proficient with Windows OS and Microsoft Office.
• Familiarity with ticketing systems and remote support tools.
• Certifications such as ITIL Foundation or MCSE are advantageous.

Responsibilities

• Provide first-line technical support to end users via phone, email, or ticketing system.
• Troubleshoot software, hardware, and network issues; escalate to Level 2/3 as needed.
• Document issues and resolutions in the ticketing system and knowledge base.
• Collaborate with IT team to resolve problems and improve support processes.
• Participate in an on-call roster and multi-site support as required.

Skills

Customer service

Technical support

Windows OS

Microsoft Office

Communication

Remote support

Ticketing systems

On-call readiness

Education

ITIL Foundation

MCSE or vendor certifications

Tools

Remote support tools

Knowledge base systems

Job description

Location: On site / Lucan, Co. Dublin, Ireland
job type: Permanent / Full-time
Sector and subsector: Business Operations | ICT
Salary: Negotiable salary

Job Title Level 1 Service Desk

Department IT Department

Hours 39 hours per week

Contract Type Specified Purpose

Role Summary

Blackrock Health’s IT teams support critical applications and infrastructure in modern hi-tech hospitals across Dublin. The IT department provides technical support via its service helpdesk.

The role is to provide third level support to Blackrock Health staff and coordinate with third party suppliers. You will be involved in both day to day IT support as well as contributing to critical IT projects across Blackrock Health.

As a Level 1 Service Desk Analyst, you will be responsible for providing first-line technical support and assistance to end users, ensuring prompt and efficient resolution of their IT-related issues. You will primarily handle incoming support requests via phone, email, or ticketing system, and troubleshoot problems to identify and resolve common software and hardware issues. Your ability to communicate effectively and provide excellent customer service will be crucial in ensuring user satisfaction.

Main Activities and 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, elevate 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.
• Participate in an on-call roster
• This role may also require multi site support

The Position Requires:

• 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.
• Patience, empathy, 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

Qualifications:

• Previous experience of customer facing support roles
• Certifications such as ITIL Foundation, Microsoft Certified Solutions Expert (MCSE) or relevant vendor-specific certifications are advantageous
• To support the philosophy and goals of Blackrock Health.
• To observe the appropriate lines of authority.
• To maintain confidentiality regarding all patients and the activities of Blackrock Health.
• To demonstrate flexibility by assisting in all areas of the Hospital as required.
• To assist in the orientation of new staff and continue to develop personal knowledge and skills and seek outside educational opportunities where appropriate.