Information Technology Support Analyst - Limerick Cancer Centre

Location: Limerick Cancer Centre
Job type: Permanent

Overview of role:

The Information Technology Support Analyst will provide frontline primary technical support to end users on various technical issues and problems. The role is primarily based onsite in our new Limerick Cancer Centre, whilst also providing support in Cork and Mallow. [Training will occur in Cork/Whitfield & remotely] They will also be responsible for responding to, documenting and resolving service tickets in a timely manner. This role will also work with the applications team on application issues specific to these sites. Our IT Support Analyst team work 39 hours per week Monday to Friday and provide out of hours on-call support by rotation to ensure that our hospital network is functioning 24/7

Primary Duties and Responsibilities:

Duties and Responsibilities:

The implementation and support for information security directives as mandated by UPMC policy and EU GDPR (General Data Protection Regulation)
Log and track all calls and resolve issues via ServiceNow
Troubleshoot and resolve technical issues where possible
In-house applications administration, support and troubleshooting
Escalate technical issues to Level 2/Level 3/or vendor support where needed
Liaise with third party vendors around support issues
Printer troubleshooting and escalation to managed printer supplier
Assist with IT project work where required
Basic network troubleshooting
Vulnerability monitoring and support
Take ownership of ongoing technical issues

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.

Qualifications & Experience:

Qualifications / Education/Experience:

2 years relevant 1st line/technical support experience.
Good knowledge of Microsoft systems, particularly Win 10/XP, MS Office and Good understanding of PC hardware set-up and configuration.
Excellent customer service and interpersonal skills, with the ability to communicate technical information to non-technical users.
Strong problem-solving and analytical skills with the ability to think logically and prioritize tasks.
Ability to work independently as well as part of a team in a collaborative environment.
Experience in a healthcare setting along with Microsoft certification and ITIL Foundations would be a distinct advantage
Familiarity with network protocols, troubleshooting connectivity issues, and configuring network settings.
Understanding of ITSM Service desk Tools and experience of ticket management.
Fluent English and eligible to work in Ireland
Full Irish Driving Licence/ car.
Application workflow and software knowledge.

This job description is intended to be an outline of the areas of responsibility. As UPMC and the post holder develop, this job description may be subject to review in light of the changing needs of the business.

Equal Opportunity Statement and Benefits

UPMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

At UPMC we provide a total rewards program that is not only market competitive, but fair and provides growth opportunities for all our colleagues.

Benefits – Fully paid maternity and paternity leave for new parents. Competitive Pension Plan, company funded Death in Service Benefit x 3 times. Critical Illness cover for all employees up to the age of 66.

Performance and Recognition – Rewards for performance that supports the goals and mission of UPMC through our annual ACES programme.

Work-Life Balance – Enhanced annual leave up to a maximum of 27 days. Flexible working opportunities to support you to work around external family commitments.

Development and Career Opportunities – Opportunities for each employee to reach their career goals through continued learning and/or advancement.

About UPMC

UPMC is a renowned multinational academic medical centre committed to delivering people-focused care that’s close to home. Headquartered in Pittsburgh and affiliated with the University of Pittsburgh Schools of the Health Sciences, UPMC shapes the future of health through clinical and technological innovation, research and education. UPMC expands its expertise globally, bringing world-class care across continents through its UPMC International division — an owned and operated network of hospitals and ambulatory care centres in Italy, Ireland and Croatia. UPMC International brings new access to the signature specialty services of UPMC Hillman Cancer Centre, UPMC Sports Medicine and others to more people in more places around the world.

In Ireland UPMC has provided high-quality healthcare in the South East since 2006. UPMC’s operations in Ireland now include UPMC Whitfield Hospital in Waterford, UPMC Sports Surgery Clinic in Dublin, UPMC Kildare Hospital in Clane, and UPMC Aut Even Hospital in Kilkenny. Outpatient care is available at the UPMC Carlow Outreach Centre, UPMC Hillman Cancer Centre radiotherapy locations in Waterford and Cork, UPMC The 4th Practice in Mallow, and across UPMC Sports Medicine Clinics in Dublin, Waterford, Limerick, Tipperary, Cork, and Mayo. UPMC has also established a nationwide Concussion Network. UPMC's Global Technology Operation Centre is based in Kilkenny.