Service Desk Officer

Purpose of the Role

The primary function of the Service Desk Officer (Grade V) is to deliver effective, high-quality IT support by managing escalated Level 1, Level 2, and On-Site tickets while providing advanced technical assistance across key systems including Office 365, Active Directory, Azure, Intune, and ServiceNow. This role serves as a key technical resource within the Service Desk team, supporting the resolution of complex issues that require in-depth troubleshooting, technical insight, and collaboration with other ICT teams to ensure continuity of services.

The Service Desk Officer will provide on-site technical support on a rotational basis, transitioning from L1/L2 duties to the on-site team to gain practical hospital experience, build relationships with clinical and administrative teams, and ensure issues requiring physical presence are resolved efficiently while maintaining a strong understanding of hospital operational needs.

The Service Desk Officer will act as a mentor to junior staff, providing guidance, training, and feedback to build team capability and ensure consistent adherence to best practices. The role involves contributing actively to knowledge sharing by developing and maintaining technical documentation, knowledge base articles, and user guides to improve first-time resolution rates and empower end-users.

In addition, the Service Desk Officer will drive and support continuous improvement initiatives within the Service Desk by identifying recurring issues, analysing trends, and recommending process enhancements that improve efficiency, service quality, and user satisfaction. The officer will collaborate closely with application, infrastructure, and project teams to support the delivery of new technologies and ensure a seamless transition of new services into operational support.

A strong customer focus, proactive problem-solving, 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-friendly support that aligns with service level agreements and organisational objectives.

Essential Criteria:

• Education: Bachelor’s degree in computer science, Information Technology, or a related field preferred. Relevant certifications such as ITIL, Microsoft, or CompTIA are considered an asset.

• Experience: Minimum of 3 years in a Service Desk or IT Infrastructure role, ideally within an enterprise or healthcare environment.

• Technical Skills: Strong working knowledge of Windows operating systems, Office 365, networking concepts, and commonly used enterprise applications. Hands-on experience with service management platforms and remote support tools, particularly the ServiceNow ticketing system.

• Communication and Soft Skills: Excellent problem-solving abilities with strong verbal and written communication skills. Demonstrated interpersonal skills and a customer-first approach to support, capable of working effectively with a wide range of users.

• Organisational and Personal Effectiveness: Proven ability to manage multiple tasks in a high-pressure environment while maintaining attention to detail. Capable of prioritising work and delivering results within defined service levels.

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 27th July by 23:45. Applications must be completed through the advertised post on CHI.jobs by 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 Niall Bodie on niall.bodie@childrenshealthireland.ie or Steven.OShaughnessy@childrenshealthireland.ie

For other queries relating to this recruitment process, please contact Taurai Machuwe 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