ICT Service Desk Analyst

Purpose of the Role

The primary function of the Service Desk Analyst (Grade IV) is to deliver effective, high-quality first-line IT support by managing Level 1 tickets, assisting with Level 2 requests under guidance, and providing user-friendly technical assistance across key systems including Office 365, Active Directory, and ServiceNow within Children’s Health Ireland.

The Service Desk Analyst will act as the first point of contact for ICT issues, ensuring that incidents and requests are logged accurately, prioritised correctly, and resolved efficiently or escalated appropriately to maintain continuity of services.

The Service Desk Analyst will contribute to the development of the Service Desk by maintaining accurate documentation, updating knowledge base articles for common issues, and supporting continuous improvement initiatives by identifying frequently occurring issues to improve first-time resolution rates.

A strong customer service mindset, attention to detail, and the ability to manage competing priorities in a fast-paced healthcare environment are essential to this role, ensuring the delivery of timely, accurate, and user-focused support that aligns with service level agreements and organisational goals.

Essential Criteria

• Excellent customer service skills, demonstrating a patient, helpful, and professional approach with all users.
• Strong problem-solving skills, with the ability to work independently and use initiative within defined procedures.
• Clear and effective communication skills with non-technical users, ensuring information is easily understood.
• Excellent interpersonal skills to build and maintain positive working relationships with colleagues and end-users.
• Strong organisational skills, with the ability to prioritise tasks effectively in a busy environment.
• A minimum of 2 years’ experience working within a Service Desk or ICT Infrastructure environment.

Applications for this post must be accompanied by a cover letter, setting out relevant experience that illustrates how the essential criteria listed above is met.

The criterion for short listing is based on the requirements of the post, as outlined in the eligibility criteria.

* Please note that you must submit a cover letter with your CV, this forms part of your application and CV’s will not be accepted without a detailed cover letter.

The closing date for submissions of CV’s and cover letter is 20th July 2025 at 23:45pm. Applications must be completed through the advertised post on CHI.jobsby clicking ‘Apply for Job’.

Applications will not be accepted through direct email or any other method.

For informal enquiries for this specialty/department, please contact Steven O’Shaughnessy on Steven.OShaughnessy@childrenshealthireland.ie

For other queries relating to this recruitment process, please contact Recruitment at recruitment@childrenshealthireland.ie

PLEASE NOTE:

CHI has transitioned to a process of a one commencement day per month for all new employees, CHI internal transfers and Secondments. This update to our Onboarding process is aligned to changes in our monthly/fortnightly payroll and with the launch of our new corporate induction program. This process enhancement ensures that we can thoroughly prepare for your arrival and facilitate a smooth transition in your onboarding journey.

It is important for you to note that if you do not have your pre-employments and mandatory training completed in time, your commencement date will be deferred to the next available date.

Below, you’ll find the list of commencement dates for 2025.

• September 1st
• September 15th
• October 13th
• November 10th
• December 15th