ICT Officer

Reporting Relationship

Post reports to the hospital ICT Manager & appropriate designated Line Manager

Purpose of the Post

To provide technical support and maintenance for healthcare ICT systems, ensuring the availability, security, and reliability of digital infrastructure that supports clinical and administrative operations.

Principal Duties and Responsibilities

• Day-to-day supervising of the Helpdesk Service in order to maintain high availability of IT systems and networks.

• Maintain up-to-date Helpdesk documentation.

• Monitor open calls and if necessary escalate to drive closure.

• Assist in the prioritisation of daily workload to ensure that users receive sufficient timely support.

• Provide users with technical support, instructions and training on the use of hardware, software, and general IT standards.

• Establish with the designated Line Manager agreed objectives for the performance of the functions for which he/she is responsible.

• Work with external partners in a proactive and efficient manner.

• Maintain up-to-date knowledge of operations procedures and standards.

• Assist in the management of service desk and offsite support teams within a designated geographical area.

• Assist in the management of delivery and service levels from outside suppliers and software companies as required.

• Work with the other ICT units to ensure that ICT services are delivered in a cohesive and planned manner.

• Report to senior managers on any issue that could significantly impact the business and perform other duties as assigned from time to time.

• Install/maintain/upgrade hardware & software components.

• Assist in the delivery of IT services - e-mail, user set-up, security and access control, remote access.

• Assist in the development and deployment of local and wide area data networks.

• Assist in the development and deployment of local and wide area voice communications (land lines and mobile devices).

• Assist in Data Centre Management, operations, maintenance and resilience planning.

• Perform life cycle of Incident Management Process, starting with incident logging and call closure.

• Develop good customer relationships through excellent customer service.

• Comply with HSE ICT and security policies and practices.

• Utilise systems/skills and tools to aid in the resolution of support calls.

• Carry out functions/duties as assigned by the ICT Operations Manager.

• Have a good working knowledge of the HSE and the functions within it.

• Demonstrate pro-active commitment to all communications with internal and external stakeholders.

Human Resources / Supervision of Staff

• Create and maintain a positive working environment among staff members, which contributes to maintaining and enhancing effective working relationships.

• Promote co-operation and working in harmony with other teams and disciplines.

Service Delivery and Improvement

• Embrace change and adapt local work practices accordingly by finding practical ways to make policies work, ensuring team knows how to action changes.

• Encourage and support staff through change process.

• Monitor efficiency of service provided by team, identify and implement changes to the administration of the service where inefficiencies arise.

Standards, Regulations, Policies, Procedures & Legislation

• Maintain own knowledge of relevant policies, procedures, guidelines and practices to perform the role effectively and to ensure standards are met by own team.

• Maintain own knowledge of relevant regulations and legislation e.g. HSE Financial Regulations, Health & Safety legislation, Employment legislation, FOI Acts etc.

• Pursue continuous professional development in order to develop management expertise and professional knowledge.

• Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards and other standards as they apply to the role for example, Standards for Healthcare, National Standards for the Prevention and Control of Healthcare Associated Infections, Hygiene Standards etc and comply with associated HSE protocols for implementing and maintaining these standards.

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

Eligibility Criteria

Qualifications and Experience

Professional Qualifications, Experience, etc

(a) Eligible applicants will be those who on the closing date for the competition:

Have satisfactory experience as a clerical officer in the HSE, TUSLA, other statutory health agencies, or a body which provides services on behalf of the HSE under Section 38 of the Health Act 2004

Or

Have obtained a pass (Grade D) in at least five subjects from the approved list of subjects in the Department of Education Leaving Certificate Examination, including Mathematics and English or Irish1. Candidates should have obtained at least Grade C on higher level papers in three subjects in that examination.

Or

Have completed a relevant examination at a comparable standard in any equivalent examination in another jurisdiction.

Or

Hold a comparable and relevant third level qualification of at least level 6 on the National Qualifications Framework maintained by Qualifications and Quality Ireland (QQI).

Note1: Candidates must achieve a pass in Ordinary or Higher level papers. A pass in a foundation level paper is not acceptable. Candidates must have achieved these grades on the Leaving Certificate Established programme or the Leaving Certificate Vocational programme. The Leaving Certificate Applied Programme does not fulfil the eligibility criteria.

And

(b) Candidates must possess the requisite knowledge and ability, including a high standard of suitability and management ability, for the proper discharge of the office.

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.

Post Specific Requirements

• Hold a comparable and relevant IT third level qualification in a technical discipline such as Computer Science, Information Technology or Electronic Engineering of at least level 6 on the National Qualifications Framework maintained by Qualifications and Quality Ireland (QQI).

• Demonstrate post qualification experience in a relevant role within an ICT environment supporting the installation, configuration, and troubleshooting of desktops, laptops, printers and scanners.

• Project Management experience managing small IT projects or upgrades.

Skills, Competencies and/or Knowledge

Professional Knowledge & Experience

Demonstrate:

• Knowledge and experience of Windows Platforms, Microsoft Office 365 suite and standard PC applications (e.g. Adobe, Antivirus, Internet Explorer etc.).

• Working knowledge of computers, printers, laptops and common Windows applications including MS Office and Outlook.

• Good understanding of ICT support processes and issues.

• Knowledge and experience of configuring PCs, peripherals and printers.

• Knowledge of clinical and departmental management systems.

Communications & Interpersonal Skills

Demonstrate:

• Effective communication and interpersonal skills including the ability to present information in a clear and concise manner.

• Strong written communication skills.

• The ability to build and maintain relationships with a variety of stakeholders.

• Pleasant telephone manner and demeanour.

Planning & Managing Resources

Demonstrate:

• Excellent planning and organisational skills including using computer technology effectively.

• The ability to manage deadlines and effectively handle multiple tasks.

• The ability to manage within allocated resources and a capacity to respond to changes in a plan.

Evaluating Information, Problem Solving & Decision Making

Demonstrate:

• The ability to appropriately analyse and interpret information, develop solutions and contribute to decisions quickly and accurately as appropriate.

• Initiative in the resolution of complex issues.

• The ability to recognise when it is appropriate to refer decisions to a higher level of management.

• A capacity to develop new proposals and recommend decisions on a proactive basis.

• Flexibility, problem solving and initiative skills including the ability to implement change.

Building and Maintaining Relationships including Teamwork & Leadership Skills

Demonstrate:

• The ability to work both independently and collaboratively within a dynamic team and multi stakeholder environment.

• The capacity for management responsibility and initiative.

• Flexibility, adaptability and openness to working effectively in a changing environment.

• Experience of fostering positive employee relations with internal and external stakeholders.

Commitment to a Quality Service

Demonstrate:

• Strong customer focus and service-oriented attitude.

• Awareness and appreciation of the service user/customer.

• A commitment to promoting and maintaining high work standards.

• A commitment to providing a professional service to internal and external stakeholders.

Other Requirements Specific to the Post

Access to appropriate transport and flexibility in relation to working hours to fulfil the requirements of the role.

Tenure

The current vacancy available is permanent and whole time. The post is pensionable. A panel may be created from which permanent and specified purpose vacancies of full or part time duration may be filled. The tenure of these posts will be indicated at “expression of interest” stage. Appointment as an employee of the Health Service Executive is governed by the Health Act 2004 and the Public Service Management (Recruitment and Appointments) Act 2004 and Public Service Management (Recruitment and Appointments) Amendment Act 2013.

Remuneration

The Salary scale as of 01.08.2025 for the post is:

€51,718 €53,265 €54,843 €56,456 €58,078 €59,969 €61,866 LSIs

New appointees to any grade start at the minimum point of the scale. Incremental credit will be applied for recognised relevant service in Ireland and abroad (Department of Health Circular 2/2011). Incremental credit is normally granted on appointment, in respect of previous experience in the Civil Service, Local Authorities, Health Service and other Public Service Bodies and Statutory Agencies.

Working Week

The standard weekly working hours of attendance for your grade are 35 hours per week. Contracted hours that are less than the standard weekly working hours for your grade will be paid pro rata to the full-time equivalent. You are required to work agreed roster/on-call arrangements advised by your Reporting Manager. Your contracted hours are liable to change between the hours of 8.00am and 8.00pm over seven days to meet the requirements for extended day services in accordance with the terms of collective agreements and HSE Circulars.

Annual Leave

The annual leave associated with the post will be confirmed at job offer stage.

Superannuation

This is a pensionable position with the HSE. The successful candidate will upon appointment become a member of the appropriate pension scheme. Pension scheme membership will be notified within the contract of employment. Members of pre-existing pension schemes who transferred to the HSE on the 01st January 2005 pursuant to Section 60 of the Health Act 2004 are entitled to superannuation benefit terms under the HSE Scheme which are no less favourable to those which they were entitled to at 31st December 2004.