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 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