IT Helpdesk Analyst

Title IT Helpdesk Analyst
Employment typeFull Time, Permanent
LocationWaterford
Job Summary:

RelateCare are currently looking to recruit a Level 1 Service Desk Analyst to join our expanding team! Please note, there will be a requirement to work onsite and remotely in Waterford, Ireland.

Relatecare is a highly successful healthcare communications consulting business, providing patient access and patient engagement solutions to leading healthcare organisations globally.

RelateCare began as a joint venture between the Cleveland Clinic and Rigney Dolphin in 2014 and has grown rapidly since.  RelateCare supports healthcare organizations seeking to optimize their patient access, appointment scheduling, telehealth and contact centre models through a range of innovative consultancy and outsourcing solutions.

Information Services supports daily operations through partnered and direct support of business applications, end-user support, infrastructure maintenance, and innovation. As a member of the Enterprise Support team, Service Desk Analysts maintain and support business technologies. Successful candidates must possess and demonstrate sufficient technical and interpersonal communications skills to address an array of end-user support requests with minimum disruption to daily operations.

 

Responsibilities:

The main duties of this role include:

Basic End-User Administration

  • Thin, Thick, and Laptop computer staging in alignment with company campaign requirements
  • Active Directory Administration
  • Remote Worker and Cloud Service account administration
  • Telephone station configuration and setup
  • Triage and/or troubleshooting of End-User requests
  • Engagement of End-Users in a timely manner as support requests arrive
  • Problem Clarification and identification of required steps to resolution
  • Reference appropriate knowledge-base and team experience for known issues
  • Identify and engage mentor on complex or unfamiliar issues
  • Ticket management and documentation

Inventory and Asset Management

  • Complete shipping and receiving tasks as defined by Information Services policies and procedures when needed
  • Obtain and log all required equipment identification fields into asset register
  • Routinely audit and report stored equipment to Enterprise Support Manager
  • Routinely audit and ensure appropriate employee / department allocation of registered assets
  • Notify Enterprise Support Manager and assigned mentor of any equipment falling under assigned threshold

 

Requirements:
  • Qualification in information technology, or a related field
  • Good organization, time management and prioritization
  • Flexibility in relation to hours; the core hours for this role will be between 8am – 8pm M-F but may change depending on business requirements
Desirable Qualifications:
  • Experience in a technical support role
  • Familiarity with operating within a contact centre environment
Benefits

Some benefits  available to employees include:

  • Free on site parking
  • Employee discounts across a range of local businesses
  • Medical Scheme
  • Bike to work scheme
  • Subsidised Gym Membership
  • Education/Development Bursary
  • Savings Scheme
  • Workvivo; an online central internal communication hub
  • Eyesight Exam and Discount towards glasses

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All CV’s will be retained for two years as per our Retention Policy. Should you wish to have you personal information removed sooner you can request to have your details removed.

RelateCare is an equal opportunities employer.

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