Service Desk Engineer

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 onboa rding 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 elevate 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

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