ICT Application Support National Office

Duties and Responsibilities

Main Duties and Responsibilities

Working as part of the Apps Support team, the successful candidate will provide help desk application support for case management, Portals, Digital Forms, Office 365 and Phone App systems. The role will also involve working on project teams covering areas such as implementation and data quality initiatives.

Apps Support Service Delivery

• Provide support to users as part of the Apps Support service desk team covering areas such as:

o Identify, troubleshoot and resolve client side application problems

o Administration of User Account Management

o Data Management – handling requests related to data quality and data cleanse actions

o Handle general user support issues

o Desktop or browser issues

o System performance issues

• Record details of all calls handled on the ICT help desk system and update the Frequently Asked Questions and knowledge base as required.

• Escalate and track more complex support issues to the Tier 3 support team.

• Implement application configuration changes.

Implementation and Data Management Projects

Work as part of project teams in software testing, data quality and systems roll out or implementation. This will include areas such as:

• Assist at user training and engagement sessions

• Work as part of test teams in the quality assurance of new releases

• Support data management initiatives to improve the quality of records

Education and Training

• Maintain continuous personal development and participate in team based development, education, training and learning.

• Complete all mandatory training.

• Where appropriate, provide supervision and assist in the development of knowledge and skills of relevant staff.

• Ensure policies and procedures exist for all areas.

Health and Safety

• Comply with and contribute to the development of policies, procedures, guidelines and safe professional practice, and adhere to relevant legislation, regulations and standards.

• Have a working knowledge of the Health Information and Quality Authority standards as they apply to the service, for example National Standards for Child Protection and Care, and comply with associated Tusla – Child and Family Agency protocols for implementing and maintaining these standards as appropriate to the role.

• Support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

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 or her from time to time and to contribute to the development of the post while in office.

Eligibility Criteria

Qualifications and or Experience

Applicants must by the closing date of application have the following:

• Have at least one year’s experience in an Information and Communications Technology or customer service related support role.

• Have excellent Information and Communications Technology skills with a high level of proficiency with Microsoft Office, databases and document management.

• Possess sufficient administrative capacity to discharge the functions of the grade or post.

Health

A candidate for, and any person holding the office, must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.

Character

Each candidate for, and any person holding the office, must be of good character.

Full or part time duration posts will be filled. The tenure of these posts will be indicated at expression of interest stage for each individual post.

The purpose of this campaign is to fill immediate urgent vacancies and it is expected that panel placements will cease if expressions are not received within the appropriate processes.

Appointment as an employee of the Child and Family Agency is governed by the Child and Family Agency Act 2013 and the Public Service Management (Recruitment and Appointments) Act 2004.

Remuneration

The salary scale for the whole time equivalent of this post is:

01 August 2025: €35,609, €37,741, €38,597, €40,760, €42,740, €44,473, €46,151, €48,414, €50,059, €51,718, €53,296, €54,914 LSIs

Long Service Increments are represented by emboldened figures. The first Long Service Increment is paid after 3 years on the maximum, the second Long Service Increment after 3 years on the first Long Service Increment, and the third Long Service Increment after 3 years on the second Long Service Increment, where applicable.

The appointee shall commence on the first point of the salary scale. Incremental credit may be given on appointment for certain types of relevant experience, with more information available in Appendix 5.

Candidates should note that entry will be at the minimum point of the scale and will not be subject to negotiation, and the rate of remuneration may be adjusted from time to time in line with Government pay policy.

Different terms and conditions may apply if the appointee is currently a serving civil or public servant.

Working Week

The standard working week applying to the whole time equivalent of this post is 35 hours.