ICT Application Support Administrator

Job Title: ICT Applications Support Administrator (Grade IV)
Reference No: 01.026 (2026)
Department / Directorate: ICT Department, ICT Directorate
Reports to: ICT Applications Portfolio Manager or Deputy

Tallaght University Hospital (TUH) is a model 4, voluntary, academic teaching hospital partnered with Trinity College and situated in south west Dublin. With a staff of over 4,000 people from 63 different countries, it provides both acute and tertiary care to an increasing population of circa 800,000 people and 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, Pelvic and Acetabulum National Centre and a designated Trauma Unit.

The Hospital is part of the newly established HSE Dublin & Midlands Region, which serves a population of over 1.2 million across seven counties, and operates under the governance of an independent Board of Directors who give their time on a voluntary basis. TUH is also supported by the Adelaide Health Foundation, the Meath Foundation and Tallaght University Hospital Foundation.
 
TUH recognises the role it plays in our community both as an employer and provider of healthcare and is committed to building a sustainable future for our region both now and into the future with a focus on patient outcomes.

The Hospital is ambitious, recognising that healthcare delivery is undergoing seismic change and will be different now and into the future, largely due to digital and technological advances along with research continuing to discover and test new treatment options. TUH wants to be a leader in determining that future. It is a “Hospital without Walls” always looking to optimise care both within and beyond in line with the Sláintecare vision of providing the right care, in the right place, at the right time whilst empowering our patients and staff.

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 & 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 us


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

And

Undertaken a relevant 3rd level ICT qualification or relevant course of study.

Or

Have satisfactory relevant experience which encompasses demonstrable equivalent skills

And

Have at least 1 years’ experience in ICT Support.

Desirable:

Familiarity with using a help desk system for logging and tracking support tickets.

Have experience with troubleshooting ICT support issues.

ITIL qualification and/or experience.

Knowledge on ICT procedures, terminology and regulations.

Experience and knowledge on hospital/healthcare systems and familiarity with medical terminology.

Behavioural Requirements:

Problem solving and analytical skills with the ability to make sense of problems.

A willingness to learn and work collaboratively with the team

Customer service and communication skills to interact with both technical and non-technical users (verbal and written).

Ability to identify and recommend process and/or application improvements.

Purpose of the Role:
The ICT Applications Support Administrator is responsible for providing ICT technical support, troubleshooting and maintenance for hospital clinical and business software applications. Ensuring that the assigned applications run smoothly and efficiently by helping to resolve users’ issues. This is an application support role and does not involve software development or coding activities. The role reports to the ICT Application Portfolio Manager, Deputy, or Team Lead and operates as part of the ICT Applications Portfolio Management Team.


Overview of Role:
Key Duties and Responsibilities:

Provide a customer-focused approach to ensure responsive and professional handling of application support requests and issues.

Ensure that all support requests, issues, and changes are logged on the ICT Support Portal. Ensure that all correspondence with users and suppliers is documented within the corresponding support ticket.

Triage support tickets for the Applications Support Team on the ICT Support Portal.

Investigate issues, identify root cause, and ensure resolution within expected service level timelines. Maintain clear, professional communication with users, ICT teams, and suppliers throughout the process.

Collaborate with software suppliers as needed to ensure issues are resolved in a timely manner.

Demonstrate problem-solving, planning, organisational, and analytical skills to address issues effectively.

Perform day-to-day user and application administration, along with routine maintenance of selected hospital systems.

Participate in system maintenance activities, change implementation or downtime events as required.

Monitor application performance and ensure the regular system processes and synchronisations run efficiently.

Develop and maintain documentation, including Standard Operating Procedures (SOP), user guides/instructions, configuration details, Issue solutions and knowledge base articles, to ensure a comprehensive and well-managed knowledge base.

Prepare regular and ad hoc reports as needed.

Adhere to ICT service operation procedures in line with ITIL Service Support Management standards, including Incident, Service Request, Problem, Change, and Release Management.

Participate in ICT on-call or out-of-hours work if/as required.

Perform other duties or tasks assigned by your Team Leader, the ICT Applications Portfolio Manager/Deputy or CIO.

General accountability:

Commitment to continuous professional development including completion of relevant internal training programmes available through our Centre for Learning & Development Prospectus.

TUH Core Competencies:Core AreaCompetencyLevelManaging the serviceQuality & Safety of Service2Managing the serviceDelivery of Results1Managing ChangeProblem Solving & Decision Making2Managing ChangeCommunications & Influencing1Managing YourselfTeam player1Managing YourselfPlanning and Organising1Managing PeoplePeople Management1Managing PeopleLeadership1
For details of the core competencies please go to:


Particulars of Office:

The appointment is fulltime, permanent and pensionable.

The annual leave entitlement is 27 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 8am to 8pm over 7 days to meet the requirements for extended day services in accordance with the terms of the Framework Agreement.

Remuneration is in accordance with the Department of Health Consolidated Salary Scales for a Grade V.

Probation:
The successful candidate will be appointed initially for a probationary period of 6 months. During the probationary period progress or otherwise will be monitored and at the end of the probationary period the service will (a) be certified as satisfactory and confirmed in writing or if not satisfactory, the probationary period may be extended by 3 months.

Termination of Office:
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.

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.

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