Service Delivery Technician - ICT & Business Services (ICTBS)

Closing date for applications: 21/11/2021

The Service Delivery Technician role is based within the ICT & Business Services (ITCBS) department reporting to the ICT Manager. The activities and responsibilities will require the Service Delivery Technician to work closely with individuals within the ITCBS function while supporting the broader group of HPRA stakeholders.   Interaction with external ITCBS Support companies will also be required.


The Service Delivery Technician will be expected to champion service delivery activities, including incident, request fulfilment, and coordination problems to resolution.  The role will involve taking calls, handling incidents and requests using the incident management and request fulfilment processes in line with HPRA service desk objectives and ICTBS policies.  They will be expected to manage and coordinate continual service improvement initiatives and IT work packages with members of the ICTBS function and vendors.


In addition to having specific technical skills, the Service Delivery Technician must provide exceptional customer service through all engagements. They must champion proactive ownership of service desk tickets while driving for a successful and timely resolution,  taking ownership of problem resolution and trouble shooting management. A customer-oriented approach with clear, accurate and timely communication is a vital aspect of this role, alongside the ability to manage ICTBS suppliers and vendors.  They will be expected to undertake activities associated with ICT goods and services procurement following HPRA and public sector procurement policies.

For more information please refer to the role profile below.  Applications should be submitted via the HPRA Recruitment Portal.
 Role Profile     Application Form 

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