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