Level 2 Service Desk Support

Role Summary

Hermitage Clinic ICT infrastructure is a highly virtualised environment supporting a complex hospital environment. The ICT department provides technical support via its helpdesk and for hospital projects. 

The role is to provide second level support to Blackrock Clinic staff and coordinate with third party suppliers. You will be involved in technical and business projects from start to finish providing technical support and expertise to the architecture team as well as ICT specific functions to maintain the performance and security of the hospital infrastructure and applications

The person will also take part in the On Call Rota

· Implementation and support of the hospitals critical systems

· Perform hardware and software upgrades

· Maintain current and new end user client device integrity, security and virus protection

· Second line support for escalations from front line IT support analysts to assist in triage, diagnosis and resolution within SLA when required.

· Write efficient, easy to follow user guides and documentation and maintain a clear focus on building knowledge management

· Support existing deployed systems

· Manage transition of change to production environment.

· Maintain integrity of 24x7 technical architecture to agreed principles of high availability, business continuity and capacity

· Complete ownership of assigned IT projects from initiation to completion. 

· Assess infrastructure changes, raise awareness for potential impacts and play a key role in change management governance

· Implement and deploy new technologies to help achieve business goals

· Manages personal work queues to ensure all service requests are operated to SLA.

· Participates in the out of hours support on call rota.

The Position Requires:

· A knowledge of

· Virtualisation Technologies (VMWare & Hyper-V),

· Citrix XenApp

· Networking

· Desktop and Server Windows Operating Systems

· Active Directory & Group Policy

· System Centre Configuration Manager

· End User Device Security, Encryption, Anti-Virus

· Microsoft Exchange and Office 365

· Ability to communicate effectively.

· Flexibility and willingness to participate in future implementation projects.

Qualifications:

· Minimum 3-4 years’ experience in a Service Desk role in a Windows/Citrix environment

· Relevant 3rd Level IT qualification. 

· To support the philosophy and goals of Hermitage Clinic.

· To observe the appropriate lines of authority.

· To maintain confidentiality regarding all patients and the activities of Hermitage Clinic.

· To demonstrate flexibility by assisting in all areas of the Hospital and Clinic 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.

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