Job description
Job Summary
Duration:
Permanent . A panel may be formed from which future similar vacancies may be filled; such a panel will remain active for a maximum period of 12 months.
Basic Function:
The appointee will support ICT operations and services across the organization. Responsibilities will include providing the ultimate level of support for end user and print devices including computer hardware and software with a focus on improving overall customer service and efficiencies in the delivery of ICT services. The appointee will, in conjunction with external business partners and other ICT Staff, manage Office 365. O365 will be used as the main Office Collaboration tool within Teagasc.
The ICT Department plays a pivotal role in supporting Teagasc to achieve its mission of providing leadership and support to Irish farmers and food companies in achieving a sustainable food system. The department provides services to over 1,300 employees across 50 locations in addition to students and contractors throughout Ireland. There are currently 24 staff members organised into six units – Applications, Infrastructure, Service Delivery, Research/Innovation, Development and Security/Continuity.
The Service Delivery team provide service desk user and technical advice and are responsible for the specification and procurement of PC’s, laptops, printers and other end user equipment. The team are also responsible for keeping desktop software and licencing up to date.
Note
This position requires occasional attendance outside normal working hours and some travel between Teagasc offices.
In line with government policy, starting pay will be at the minimum of the scale (ie. €45,922) and will not be subject to negotiation. Exceptions may apply to current serving civil or public servants.
Home Working
Teagasc is currently piloting a home working policy which allows up to 2 days per week home working.
Job Objectives
Member of a team responsible for delivering End User Device services and support within Teagasc (including PCs, Laptops, Printers, tablets and other technologies).
Applying Expert/Systems Knowledge: Systems administration of Windows 10, Active Directory (including Group Policy), System Center Configuration Manager (SCCM) & Microsoft cloud technologies (Microsoft 365/Office 365, Azure AD, Upgrade Analytics & Microsoft Endpoint Manager)
Applying Expert/Systems Knowledge: Provide support and guidance to managed service partners on the application of Teagasc policies, processes, procedures and standards.
Applying Expert/Systems Knowledge: Application of automation tools (such as PowerShell) to improve service levels and achieve process efficiencies.
Software Asset and Configuration Management - Automated PC software and hardware installation and troubleshooting.
Procurement - acquisition of software and hardware including drafting, review and evaluation of Tenders.
Participation in Supplier and Contract Management.
Hardware/IT Asset Management - Tracking and reporting the use and ownership of hardware/IT assets throughout their lifecycle.
Software Asset Management - Tracking and reporting the use and ownership of software assets throughout their lifecycle (including license management).
Release And Deployment Management (Hardware and Software)
Lead planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business (while protecting the integrity of existing services).
Incident management and resolution.
Problem tracking and resolution (including attendance at problem management meetings as required).
Interview and supervision of student placements.
Project management of service delivery related projects.
Contribute to the maintenance and development of the ICT Service Catalogue.
Strategic Partnerships - working closely with the ICT Service Delivery Manager in developing strategic partnership relationships with managed service providers and vendors.
Information Security (Patching) - Patching includes creation, testing and distribution of security updates.
Research emerging technologies, architectures, service models and products.
Fully co-operate with the provisions made for ensuring the health, safety and welfare of themselves, fellow staff and non-Teagasc staff and co-operate with management in enabling Teagasc to comply with legal obligations. This includes full compliance with the responsibilities outlined in the Safety Statement.
Assist Teagasc in meeting the commitments of the Customer Service Charter and Action Plan.
Actively participate in the annual business planning, risk management and Performance Management Development Systems (PMDS) processes.
Take responsibility for his/her own on-going personal and professional development.
Carry out such other duties as may be assigned from time to time.
- This job specification is intended as a guide to the general range of duties and is intended to be neither definitive nor restrictive. It will be reviewed from time to time with the post holder.
Skills Required
Essential
Desirable
Qualifications
At the time of applying, candidates must have
- Ideally a QQI Level 8 qualification in Computer Science, Information Technology or other relevant qualification.
- Candidates with a Level 7 or 6 qualification may be shortlisted for interview, but if offered the position the offer will be conditional on them agreeing to complete their Level 8 qualification (funded by Teagasc) within 3 years.
- 3 to 5 years relevant experience of cloud services technologies, Microsoft System Center Configuration Manager and Active Directory group policy.
Knowledge / Skills
- A proven track record of at least 5 years working in an IT end user computing environment with similar responsibilities.
- Managing Information: setting up information management systems, including designing the method of processing, training staff and customising outputs for business users.
- Communicating and Influencing: able to implement effective and efficient communication systems; able to persuade and influence others; able to skilfully negotiate with customers and suppliers.
- Promoting Customer Service Orientation: anticipates changing needs of our service customers and is pro-active at developing effective solutions.
- Procurement and Supplier Management skills.
- Experience of ICT Project Management: ability to lead projects and guide team members to achieve deliverables.
- Fluent in English
- Good technical understanding of Microsoft desktop environment technologies.
- A basic knowledge of the ITIL Service Management methodology.
- PRINCE2 Project Management certification.
- Public sector procurement experience.
- Microsoft certification for Azure, Microsoft Endpoint Manager, Office, Microsoft 365, System Center and Windows 10.
- ITIL v3/2011 or v4 certification.
- An understanding of Apple iOS devices.
- Microsoft Windows BitLocker and Defender administrator skills.
- SysAid administrator skills.
- Data protection knowledge.
Behavioural Competencies
- Decision making within the business context: proactively consulting and collaborating with others to achieve the best solutions to work issues.
- Structured Work Approach: Self-disciplined, organized and methodical.
- Promoting a Quality Service: clearly set out standards and monitor performance against these (for example, service level management of service partners) and actively seek to improve existing processes and systems on a continuous basis.
- Managing Resources Efficiently: plan and organise people and other resources to meet goals within agreed timescales, by tracking and monitoring work in progress and taking appropriate corrective action.
- Positive and Supportive Leadership: lead by example and give encouragement and feedback to colleagues.
- Understanding the Business Context: Understanding the broader context that their works fits into and exercising judgment to achieve the best work solutions
- Managing Information: structuring the collection and recording of accurate data as well as gathering and disseminating information to relevant groups in a user-friendly manner.
- Promotion of Teamwork and Collaboration: make an active contribution to meeting the objectives of the team by applying expertise and encouraging the sharing of ideas.
- Flexibility and Change: identify changing requirements and shifting work priorities and put in place an appropriate response.
- Initiative and Action Orientation: actively suggests and implements improvements to work processes and works with a high degree of independence yet knows when the involvement of others is required.
- Personal Coping Skills: be resourceful, appropriately assertive, resilient and sustain performance and composure when managing multiple priorities and competing demands.
- Continuous Professional Development: Looks to broaden his/her contribution areas through further training or qualifications, and gives example and support to other colleagues.
Other
- As this role will involve travel between Teagasc centres around the country, the candidates must satisfy and continue to satisfy during employment with Teagasc, legal requirements to drive unaccompanied on Irish public roads.
Note: The ‘essential’ qualifications, knowledge, skills and behavioural competencies outlined above are ‘must-have’ which will be used in the selection process.
Candidate should complete the job specific questions to the best of their ability as the details provided will determine an applicants progress to the next stage of the recruitment process.
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