SERVICE FOCUS

The primary role of Beaumont Hospital is the effective delivery of care to the patients it serves.  It therefore follows that each member of the ICT staff in the hospital maintain a good working knowledge of the operational characteristics of the hospital.  Because this is a critical service – each member of staff is required to respond to user enquiries in a co-operative, courteous and responsible manner so that the end user is left with a clear idea of how their query/request will be processed – and who they have been in communication with.  Each member of staff must respect the hospitals policy on confidentiality and privacy of information, the requirement to behave in a professional manner when dealing with other colleagues or members of the public and recognise their own role in contributing to the overall operations of the hospital.

PURPOSE

The IT Help Desk Operator will be the first point of contact for users requiring technical assistance. The role involves diagnosing and resolving hardware, software, and network issues and providing excellent customer service. The operator will also support IT projects and help maintain accurate system records.

Helpdesk

• Respond to IT queries via phone, email, and ticketing system
• Diagnose and resolve hardware, software, and network issues
• Log, track, and escalate incidents as needed
• Install and configure PCs, laptops, printers, and applications
• Assist with user accounts, passwords, and access rights
• Provide remote and desk-side support
• Maintain IT asset records and documentation
• Deliver excellent customer service to all users

COMPETENCIES

Essential Competencies

Technical Skills

• Familiarity with the hospitals IT Systems
• Experience providing first-line IT support (hardware, software, networks).
• Proficiency in using help desk ticketing systems for logging, tracking, and escalating issues.
• Ability to manage IT asset inventory (hardware, licences, consumables).
• Knowledge of Microsoft Office and common hospital IT applications.
• Awareness of cybersecurity practices and handling of sensitive information.

Behavioural Skills

• Strong customer service orientation
• Clear and effective communication skills, both written and verbal.
• Problem-solving ability under pressure in a hospital environment.
• High attention to detail for IT documentation.
• Strong time management and ability to handle multiple priorities.
• Team player, able to collaborate with IT staff and other departments.
• Demonstrated confidentiality and professionalism when handling sensitive hospital or patient data.

Desirable Competencies

Technical Skills

• Knowledge of vendor management and supplier performance monitoring.
• Exposure to IT project work, such as system rollouts or migrations.

Behavioural Skills

• Ability to guide end-users on IT systems and processes.
• Evidence of initiative and continuous learning in IT
• Adaptability to changing priorities and emergency IT incidents in healthcare settings.

ADDITIONAL TASKS

The carrying out of any additional appropriate task which may be assigned by the departmental manager – or anyone designated to act on his behalf.

COMPETENCE DEVELOPMENT

To ensure that the core competencies required for this position are maintained through a program of enquiry, self study and professional development education.  The post holder is responsible for ensuring that his/her knowledge stays current – within the domain of his/her own area of responsibility.  Each individual is responsible for ensuring that they keep abreast of developments in the field.  They are also responsible for sharing this knowledge by contributing to discussions – and presenting formal training sessions to their colleagues in the department.

Mandatory

In exercise of the powers conferred on me by Section 22 of the Health Act 2004, I hereby approve the
qualifications, as set out hereunder, for the appointment and continuing as Assistant Staff Officer,
Grade IV in the HSE.

1. Professional Qualifications, Experience, etc

(a) Eligible applicants will be those who on the closing date for the competition:
(i) Have satisfactory experience as a Clerical Officer in the HSE, TUSLA, other statutory
health agencies, or a body which provides services on behalf of the HSE under Section
38 of the Health Act 2004.

Or

(ii) Have obtained a pass (Grade D) in at least five subjects from the approved list of
subjects in the Department of Education Leaving Certificate Examination, including
Mathematics and English or Irish1. Candidates should have obtained at least Grade C
on higher level papers in three subjects in that examination.

Or

(iii) Have completed a relevant examination at a comparable standard in any equivalent
examination in another jurisdiction.

Or

(iv) Hold a comparable and relevant third level qualification of at least level 6 on the
National Qualifications Framework maintained by Qualifications and Quality Ireland,
(QQI).Note1:

Candidates must achieve a pass in Ordinary or Higher level papers. A pass in a foundation level
paper is not acceptable.

Candidates must have achieved these grades on the Leaving Certificate Established programme
or the Leaving Certificate Vocational programme.

The Leaving Certification Applied Programme does not fulfil the eligibility criteria.

and

(b) Candidates must possess the requisite knowledge and ability, including a high standard of
suitability, for the proper discharge of the office.

2. Age

Age restriction shall only apply to a candidate where s/he is not classified as a new entrant (within
the meaning of the Public Service Superannuation (Miscellaneous Provisions) Act, 2004). A
candidate who is not classified as a new entrant must be under 65 years of age on the first day of
the month in which the latest date for receiving completed application forms for the office occurs.

3. Health

Candidates for and any person holding the office must be fully competent and capable of
undertaking the duties attached to the office and be in a state of health such as would indicate a
reasonable prospect of ability to render regular and efficient service.

4. Character

Candidates for and any person holding the office must be of good character.

Desirable

(a)        Educational Background      

Holds a recognized ICT professional qualification

(b)       Experience

2 years experience working in a comparable role in a similar scale organisation

(c)        Skills

• Good problem solving skills
• Ability to work in a self directed manner
• The ability to ask for assistance from more experienced colleagues as and when required.
• Good customer relations skills.