Description:
The delivery of first line support for computer hardware and software. Support may be provided both to users of the systems and to service delivery functions such as computer operations, help desk, software engineering and departmental managers. Support typically takes the form of investigating and resolving problems and providing information about network access to the systems. It may also include monitoring their performance.
Responsibilities:
Principal Duties and Responsibilities:
The responsibilities of this Role include;
- Address 1st & 2nd line IT support cases and escalate when required.
- Conduct and record IT Daily Checks: backups, email, some physical infrastructure.
- Provide, as required, support for Beaumont Hospital operating systems to include deployed Microsoft Windows versions for both Desktops and Servers
- Provide support for Beaumont Systems both medical and general applications
- Installation and configuration of additional hardware and software on desktops, laptops and tablets.
- Administration and documentation of new user and computer accounts as required.
- Prepare and administer IT procedural documentation.
- Follow and strictly adhere to the Helpdesk procedures and SLA.
- review and keep updated Support, Change Management and Pro-Active tickets on at least a daily basis
- record details relating to all assigned tickets accurately in the helpdesk management system and be reflective of the ticket activity.
- communicate effectively with Users, IT Management and other Stakeholders on ticket progress and status
- Carry out Pro-Active and Project work as required by the Hospital as directed by the Service Desk Manager and Computer Operations Manager
- Record effort involved against each ticket in order to demonstrate effectiveness of, and challenges faced by, the IT Dept in terms of delivery of Support, Projects, Change Management, etc
- Undertake regular training and personal development in alignment with the overall IT Dept’s Mission
COMPETENCIES
- Ability to demonstrate thorough familiarity with the working environment of a busy computer operations service – in a complex multi-vendor environment.
- Ability to demonstrate technical IT problem solving skills and troubleshooting aptitude with specific reference to a multi-vendor environment.
- Ability to maintain a professional manner in response to user enquiries and demands.
- Ability to self manage in terms of balancing multiple commitments.
- Ability to monitor daily operations by monitoring error and stoppage messages, observing peripheral equipment, and making adjustments in the process.
- Maintains incident logs for all monitored systems.
- Resolves user IT problems by answering questions and requests.
- Good working knowledge of MS Office applications
- Strong knowledge of servers, desktops, laptops, e-mail and AV solutions, TCP/IP, VLAN, SNMP, DHCP etc.
- Strong communicator with fluent English
- Responds to incoming telephone calls, email, and voice mail inquiries from internal customers (within IT department) regarding computer-related problems.
- Contributes to team effort by accomplishing related results as needed.