UHWM ICT Officer

***PLEASE COMPLETE THE APPLICATION FORM FULLY, CV'S ARE NOT ACCEPTED***

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.