Job Title: ICT Service Desk Team Leader, Grade VI
Reference No: 11.012 (2024)
Department / Directorate: ICT Directorate
Reports to: Service Desk Manager / Deputy Service Desk Manager

Tallaght University Hospital (TUH) is an exciting and dynamic place to work. The team at the Hospital are in the midst of implementing a new hospital strategy that has already delivered on the opening of a new renal unit, day surgery centre, step down facility in the community and the start of building works on a new ICU extension. It is an exciting time to join the TUH team and one of Ireland’s main teaching hospitals with so many plans to enhance patient care. The Hospital believes in investing in their team and offers excellent education and research opportunities.

TUH is one of Ireland’s largest acute teaching hospitals, adult, psychiatric and age-related healthcare on one site. The Hospital has 450 adult beds with over 3,500 people on staff and more than 50 different nationalities represented. The Hospital is a provider of local, regional and national specialties. It is also a national urology centre, the second largest provider of dialysis services in the country, a regional orthopaedic trauma centre and a designated trauma unit.

TUH is one of the two main academic teaching hospitals of Trinity College Dublin - specialising in the training and professional development of staff in areas such as medicine nursing, health and social care professionals, emergency medicine and surgery, amongst many others. TUH is part of the Dublin Midlands Hospital Group which serves a population of over 1.2 million across seven counties.

TUH Vision and Values
The vision of the Hospital is “People Caring for People to Live Better Lives” through excellent health outcomes supported by evidenced based practice, positive patient and staff experience in an empowering and caring environment. A culture of innovation and quality improvement in everything we do.
Our TUH CARE values – for patients, their families, our community and staff are:

• Collaborate – together and with our academic and care partners
• Achieve – our goals, positive outcomes and wellbeing
• Respect – for patients, each other and our environment
• Equity – for patients and staff

At TUH we view our staff as our most valuable asset and every member of the Team is valued equally. We recognise that a skilled, satisfied and motivated workforce is a prerequisite to high quality care.
A full overview of TUH is available on www.tuh.ie/about us

purpose of the role:
The Grade VI will develop effective and credible working relationships within the directorates and departments across the hospital that positively influence patient and staff experience.
Key Duties and Responsibilities:
Maintain throughout the Hospital awareness of the primacy of the patient in relation to all Hospital activities.

Demonstrate behavior consistent with the Values of the Hospital.
Report to the ICT Service Desk Manager or designated deputy.
Deputise for ICT Deputy Service Desk Manager as required
Assist in the management of the ICT Service Desk Team providing first line technical fixes and logging service user requests.
Manage Service Desk projects as required.
Manage Service Desk responsibilities for the following applications and systems
Exchange, Citrix Director and UMS, Admanager, MDM, Mcaffee EPO, Core Rostering, Sap Financial, Uniflow, Imprivata, Topsec, Forcepoint
Produce KPI reports.

Provide advice and support to service users and co-ordinating requests on behalf of service users with colleagues and external companies.
Provide support to Service Desk and ICT Colleagues, performing service analysis and providing service statistics for management reporting, call management, asset management

Communicate effectively with service users, and within ICT teams as appropriate.

Assist in the management the ICT Service Desk as the central point of contact for all service requests, ensuring that all requests are logged, dealt with in a timely & effective manner and in line with agreed levels of service.

Assist in the maintenance and ongoing asset management of ICT equipment utilising the Service Desk’s Service Management System and ICT Change Management process.

Monitor delivery against agreed service levels for internal ICT functions

Assist in the management service user relationships, and general communication with service users, on behalf of all ICT Service Desk

Responsible for providing initial 2nd line diagnosis of technical problems, and resolve where possible

Assist with daily supervision, staffing and operation of the ICT Service Desk in line with ITIL Standards.

Act as escalation point for ICT Service Desk operations

Identify problems that need to be escalated, and contribution to the resolution of problems where appropriate

Work with the Service Desk Management team to ensure deliverables are completed on time
Participate in ICT On-Call

Leadership:
Maintain an awareness of emerging technologies, architectures, service models and products
Develop and manage relationships with internally within the ICT department, the overall Hospital and with external bodies and vendors as necessary
Take an active role in change management and reform
Liaise with regulatory bodies (e.g. HIQA) re standards, guidelines, etc. as required.

Service Delivery:
Participate procurements for relevant software and technologies where appropriate
Process financial transactions
Budgetary management (as required)
Manage and oversee staff (as assigned)

Research:
Research and develop those areas that will both improve the quality of service provision and reduce costs (as required)

Provide support to other research projects that rely on the use of ICT.

Training:
Fulfilling responsibilities for all mandatory and hospital mandated training (e.g. health and safety).

Communication:
Provide briefings to ICT and Hospital staff as required
Liaise with staff regularly, sharing experience and skills as appropriate.
Policy and Information:
Contribute to a quality patient safety and risk culture

Representation
Work on external, national and Hospital group initiatives for the betterment of the hospital in general as required or as nominated by the Hospital.

Partnership working

Work on quality reviews, performance management, etc.

Significant input into liaison and management of work programme to deliver business systems

Qualifications & Experience required:
Must have:

• Have obtained at least Grade D3 in five subjects in the Leaving Certificate Examination (higher, ordinary, applied or vocational programmes) or equivalent

Or

• Have passed an examination at the appropriate level within the QQI qualifications framework which can be assessed as being of a comparable to Leaving Certificate standard or equivalent or higher i.e. Fetac Level 5

Or

• Have satisfactory relevant experience which encompasses demonstrable equivalent skills

And

• 4 years’ relevant experience which includes administration experience in the Health Sector environment or service related industry
• 3rd level qualification in a relevant field
• Minimum of 2 years Supervisory / Management experience
• Fluent command and understanding of the English language to include spoken and
• ITIL Certified

Desirable:

• 2 years’ experience of AD Manager
• 2 years’ experience of Citrix Director and UMS
• 2 years’ experience of Citrix MDM or similar system
• 4 years’ experience of Active Directory
• 4 years’ experience of MS Exchange
• 5 Years’ Experience with Level 2 troubleshooting hardware.

• Experience of the following systems and applications: Forcepoint, Topsec, Core rostering, SAP financial

Reward & Recognition

• Remuneration is in accordance with the Department of Health Consolidated Salary Scales, grade code 0574. (€54,548 – €66,642)
• The appointment is full time , permanent and pensionable

• The annual leave entitlement is 30 working days per year. The leave year runs from 1st April to the 31st of March each year

• Normal working hours are 35 worked over 5 days. Your contracted hours of work are liable to change between the hours of 8 am to 8 pm over 7 days to meet the requirements for extended day services in accordance with the terms of the Framework Agreement

Application process
Applications can be submitted ‘on-line’ at www.tuh.ie/careers by completing the application form and attaching your CV. Candidates should be aware that, when applying for a post through the 'On-Line' Application System (Candidate Manager) they will receive an automated replying acknowledging receipt of their application. Should you for any reason, not receive this automated acknowledgement, you should notify the Human Resources Department, before the closing date, otherwise your application will not be considered.
All candidates should note that, in order to maintain a timely process, the closing date and time for receipt of applications will be strictly adhered to.

Informal Enquiries to: Joe.Dillon@TUH.ie, Deputy ICT Servicedesk Manager Telephone (01) 4142268
Closing Date: Before close of business on: 3rd December, 2024

TUH Core Competencies:
Please go to www.tuh/careers for details of the core competencies
SUPPLEMENTARY INFORMATION

Age Restrictions In Relation To Applications
Age restriction shall only apply to a candidate where he/she 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 applications for the office occurs.

Health
A candidate 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 as would indicate a reasonable prospect of ability to render regular and efficient service.

Garda Vetting
Garda vetting is sought for all employees and prospective employees of Tallaght University Hospital. Given the specialised nature of the services provided, your appointment will be subject to satisfactory Garda vetting and re-vetting in circumstances where the Hospital deems it appropriate. The Hospital will then process the necessary documentation to endeavour to obtain the satisfactory Garda clearance for you. You are obliged to disclose previous and any criminal convictions acquitted during the course of your employment. Should the Hospital obtain information from the Garda vetting unit to indicate that your Garda clearance report is not satisfactory and / or if you have supplied the Hospital with false or misleading information in relation to your Garda clearance status, the Hospital reserves the right to withdraw or terminate the contract in accordance with Tallaght University Hospital Garda vetting policy.

Point on Salary Scale
New appointees to any grade start at the minimum point of the scale. Incremental credit will be applied for recognised relevant service in Ireland and abroad (Department of Health Circular 2/2011). Incremental credit is normally granted on appointment, in respect of previous experience in the Civil Service, local authorities, health service and other public service bodies and statutory agencies.

Probation
The probationary period may be extended at the Hospital’s discretion but will not in any case exceed 9 months. Confirmation of your appointment as a permanent member of staff is subject to the successful completion of the probation period. Termination of this agreement within the probationary period shall be at the discretion of the Hospital, in accordance with the Minimum Notice and Terms of Employment Act, 1973 - 2001.

Termination of Employment
The employment may be terminated at any time by one months’ notice on either side except where circumstances are dictated by the Minimum Notice and Terms of Employment Act 1973/91. The Management’s right under this paragraph shall not be exercised save in circumstances where the Management is of the opinion that the holder of the office has failed to perform satisfactorily the duties of the post or has misconducted himself/herself in relation to the post or is otherwise unfit to hold the appointment.

Sick Leave

• There is provision for sick pay at the Hospitals discretion, subject to the regulations and details found in the Staff Handbook/ Personnel Policy Manual, as per the Hospitals sick leave policy.
• In the event of absence from work, you are required to contact your Manager/Supervisor within one hour of starting time on the first day of absence, while a Medical Certificate is required for any illness lasting in excess of two days. Failure to comply with the sick leave policy may result in a loss of pay for the period of absence and may also incur disciplinary action.

Information Technology & data

• Make the most effective and efficient use of developments in information technology for both patient care and administrative support in a manner which integrates well with systems throughout the organisation.
• Collect, interpret and present data and information on the Department’s activities, staffing and expenditure, as required.

Pension Arrangements and Retirement age
There are three superannuation schemes currently in operation for staff in Tallaght University Hospital:
(a) Voluntary Hospital Superannuation Scheme (Non-New Entrant)
(b) Voluntary Hospital Superannuation Scheme (New Entrant)
(c) Single Public Service Pension Scheme
Please read carefully the summary of the criteria for the three superannuation schemes below. This will assist you in identifying which scheme membership is applicable to your employment circumstances.
(a) If you have been continually employed in the public service prior to the 1st April 2004 and you have not had a break in service of more than 26 weeks, you will be included in the Voluntary Hospital Superannuation Scheme (Non-New Entrant) with a Minimum Retirement Age of 60 and a Maximum Retirement Age of 65.
(b) If you have been continually employed in the public service post the 1st April 2004 and you have not had a break in service of more than 26 weeks, you will be included in the Voluntary Hospital Superannuation Scheme (New Entrant) with a Minimum Retirement Age of 65. There is no Maximum Retirement Age.
(c) If you have commenced employment in the public service as a new entrant or you are a former public servant, returning to the public service after a break of more than 26 weeks, you will be included in the Single Public Service Pension Scheme effective from the 1st January 2013 with a minimum retirement age of 66 (rising to 67 and 68 in line with state pension changes). The maximum retirement age under this scheme will be age 70.

Health & Safety

• All employees must comply with the Safety, Health and Welfare at Work Act, 2005.
• Comply with relevant Health and Safety responsibilities as outlined in Hospital Polices, Protocols and Procedures relevant to your area.
• Take reasonable care to protect your own safety, health and welfare and that of any other person who may be affected by your acts or omissions at work.

Hygiene / Infection prevention and control

• All employees have responsibility for Hygiene awareness. Hygiene is defined as “The practice that serves to keep people and environments clean and prevent infection.”
• All employees also have a responsibility under their terms of employment to prevent transmission of infection and to follow the hospital infection control policies and guidelines as outlined in the Infection Control Manual.
• All employees must be aware that they work in an area where there is potential for transmission of infection.
• All employees have a responsibility to follow hand hygiene guidelines as this is the single most important intervention to prevent the transmission of infection.

Quality, safety and risk management

• Support the delivery of the Quality, Safety and Risk Management Programme, including the appropriate identification and management of risks and incidents throughout the hospital.

Data Management

• Ensure compliance with the obligations required by the Data Protection Act 2018.

Confidentiality
You will be aware of the confidential nature of Hospital work and in particular, the right of patients to confidentiality. To this end, you will not discuss workings of the Hospital or its patients or disclose any information of a confidential nature except as required to do so in the course of your work. No records, documents or property of the Hospital may be removed from the premises of the Hospital without prior authorisation. You must return to the Hospital upon request and, in any event, upon the termination of your employment, all documents or other property of the Hospital which are in your possession or under your control.

Mandated and Designated Persons under Children First Act 2015
Schedule 2 of the Children First Act 2015 specifies the classes of persons defined as Mandated Persons for the purposes of the Act. This includes a range of disciplines that are employed by the hospital including all medical practitioners, registered nurses, physiotherapists, psychologists, social workers and others. This includes staff working in adult services. All mandated persons have two main legal obligations under the Children First Act 2015. Mandated persons, under the legislation are required to report any knowledge, belief or reasonable suspicion that a child has been harmed, is being harmed, or is at risk of being harmed. The Act defines harm as assault, ill-treatment, neglect or sexual abuse, and covers single and multiple instances. Mandated persons are also required to assist Tusla, if requested, in assessing a concern which has been the subject of a mandated report. Designated Officer are required to receive reports of suspected child abuse or neglect from any person who is of the opinion that (a) a child has been or is being assaulted, ill-treated, neglected or sexually abused, or (b) a child’s health, development or welfare has been or is being avoidably impaired or neglected. Full detailed list of mandated and designated staff together with details of their roles and responsibilities can be found on https://www.tusla.ie/children-first. It is the responsibility of all staff employed by TUH to be aware of their roles and responsibilities under the legislation and to complete mandatory Children First Training.