Position Overview
The Service Desk Engineer is responsible for delivering high-quality 1st and 2nd line technical support to Medica Ireland, ensuring excellent customer service and timely resolution of incidents and service requests.
The role supports and maintains end-user technology, Microsoft 365 services, Microsoft Entra ID, endpoint devices, IT asset management processes, and user lifecycle management activities. The successful candidate will act as a key point of contact for employees, radiologists, radiographers, clients, and third-party suppliers, ensuring IT services are delivered in line with agreed SLAs and industry best practice.
Key Responsibilities
Service Desk and Technical Support
- Provide prompt, professional, and customer-focused support for incidents, requests, and queries.
- Own tickets from initial logging through to closure, ensuring regular communication and updates to users.
- Diagnose and resolve hardware, software, networking, Microsoft 365, printing, telephony, and application issues.
- Escalate incidents appropriately while retaining ownership until resolution.
- Meet agreed Service Level Agreements and Key Performance Indicators.
- Identify recurring issues and contribute to repeat problem analysis, root cause analysis, and permanent resolution activities.
- Create and maintain knowledge articles, user support guides, and technical documentation.
Microsoft 365 and Identity Management
- Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive and related services.
- Manage Microsoft Entra ID user accounts, groups, licences, roles, and access permissions.
- Support Multi-Factor Authentication, Conditional Access, Self-Service Password Reset, and identity-related services.
- Assist with Microsoft Intune and endpoint management activities where required.
- Support user access reviews and security governance activities.
User Lifecycle Management
- Manage Joiner, Mover and Leaver processes in accordance with documented procedures.
- Provision, modify, and decommission user accounts across business systems.
- Ensure appropriate access rights are assigned, changed, and removed in a timely manner.
- Maintain audit records relating to user access, onboarding, role changes, and leavers.
- Work closely with HR, line managers, and system owners to ensure accurate and compliant user onboarding and offboarding.
Asset Management
- Maintain accurate IT asset records within the Asset Management platform.
- Manage the lifecycle of IT assets from procurement through deployment, support, return, and disposal.
- Track equipment allocations, returns, replacements, and disposals.
- Participate in regular asset audits and reconciliation activities.
- Ensure hardware and software inventories remain accurate and compliant.
- Support procurement activities and liaise with third-party suppliers where required.
Infrastructure and Application Support
- Support desktop, laptop, mobile device, peripheral and workstation deployments.
- Deploy and maintain operating systems, software packages, standard builds, and security updates.
- Assist in maintaining servers, storage, networking, cloud services, and backup verification activities where required.
- Support system monitoring, routine maintenance, and operational checks.
- Assist with technical troubleshooting relating to RIS, PACS and other clinical or operational applications.
- Participate in system upgrades, migrations, technical projects, and service transition activities
Security, Compliance and Governance
- Follow established IT security policies, procedures, standards, and audit requirements.
- Assist with patch management, vulnerability remediation, and endpoint security activities.
- Support user access reviews, security monitoring, and compliance evidence gathering.
- Identify potential security risks and escalate appropriately.
- Maintain compliance with data protection, confidentiality, information security and healthcare governance requirements.
Documentation and Continuous Improvement
- Maintain accurate technical documentation, procedures, records, and support guides.
- Contribute to process improvements, service improvements, and operational efficiencies.
- Identify opportunities for automation, standardisation, and self-service capabilities.
- Participate in regular team meetings, service reviews, and improvement initiatives.
- Support the development and maintenance of IT Service Management processes aligned to ITIL best practice.
Essential
- Minimum 2 years' experience in a Service Desk, IT Support, or End User Computing role.
- Experience supporting Microsoft 365 environments.
- Experience administering Microsoft Entra ID, previously Azure Active Directory.
- Experience managing Joiner, Mover and Leaver processes.
- Experience maintaining IT asset registers and supporting asset audits.
- Experience working with IT Service Management platforms such as Freshservice, ServiceNow or ManageEngine.
- Strong troubleshooting skills across desktop, laptop, mobile and peripheral technologies.
- Knowledge of Windows 10/11 operating systems.
- Understanding of networking fundamentals including TCP/IP, DNS, DHCP and VPN technologies
Desirable
- Experience with Microsoft Intune and Endpoint Manager.
- Experience supporting Microsoft Teams Voice and collaboration technologies.
- Knowledge of Active Directory and Group Policy.
- Familiarity with PowerShell scripting and automation.
- Experience working within a healthcare, regulated, audited, or highly secure environment.
- ITIL Foundation certification.
- Microsoft certifications such as Microsoft 365 Fundamentals, Azure Fundamentals, Modern Desktop Administrator, or Endpoint Administrator
