Service Technician, ISS, Grade 3, 1 FTE, SPC

Applications are invited for an appointment as Service Technician, Administrative Assistant Grade 3, 1.0 FTE, in Information Solutions and Services at University of Galway.

This post is being offered as a specific purpose contract and will terminate by reason of the expiry of its specific purpose. It is anticipated that the duration of this assignment will be circa 11 months.

Information on the University's Strategic Plan is available at: Strategy | Straitéis 2025-30 - University of Galway

For informal enquiries, please contact [email protected]

Salary: €43,707 to €60,595 per annum (applicable to new entrants effective from January 2011) and in accordance with the terms and conditions of the QA321 University’s Remuneration & Payroll Policy.

This appointment will be made on the Administrative Assistant Grade 3 payscale in line with current Government pay policy.

Closing date for receipt of applications is 17:00 (Irish Time) on Friday, 6th of November 2026. It will not be possible to consider applications received after the closing date.

Garda vetting may apply.

Appointments will be conditional on work authorisation validation. Further details are available at www.dbei.ie

For more information and Application Form please see Jobs - University of Galway. Applications should be submitted online. Please see further information on how to apply here: E-Recruit - University of Galway and Guidelines for On-line Applications (universityofgalway.ie)

Please note that appointment to posts advertised will be dependent upon University approval, together with the terms of the Employment Control Framework for the higher education sector.

University of Galway is an equal opportunities employer.

Post Title & Subject Area: Service Technician - ICT Infrastructure Services Unit: Information Solutions and Services Post Duration: Specific Purpose Contract FTE: Full time (1.0 FTE) Grade: Administrative Assistant Grade 3 Reports to: Infrastructure Services Manager Comp Ref: 012003

1. Job Advertisement Applications are invited for an appointment as Service Technician, Administrative Assistant Grade 3, 1.0 FTE, in Information Solutions and Services at University of Galway. This post is being offered as a specific purpose contract and will terminate by reason of the expiry of its specific purpose. It is anticipated that the duration of this assignment will be circa 11 months. Information on the University's Strategic Plan is available at: Strategy | Straitéis 2025-30 - University of Galway For informal enquiries, please contact [email protected] Salary: €43,707 to €60,595 per annum (applicable to new entrants effective from January 2011) and in accordance with the terms and conditions of the QA321 University’s Remuneration & Payroll Policy. This appointment will be made on the Administrative Assistant Grade 3 payscale in line with current Government pay policy. Closing date for receipt of applications is 17:00 (Irish Time) on Friday, 6th of November 2026. It will not be possible to consider applications received after the closing date. Garda vetting may apply. Appointments will be conditional on work authorisation validation. Further details are available at www.dbei.ie For more information and Application Form please see Jobs - University of Galway . Applications should be submitted online. Please see further information on how to apply here: E-Recruit - University of Galway and Guidelines for On- line Applications (universityofgalway.ie) Please note that appointment to posts advertised will be dependent upon University approval, together with the terms of the Employment Control Framework for the higher education sector. University of Galway is an equal opportunities employer.

2. Role Relationships Reporting directly to the Infrastructure Services Manager, the post holder will have specific daily contact with: • Staff and student users, as a routine point of contact for service requests and incidents. • ICT technicians, for ticket reassignment, follow-up, collaboration and incident/request status queries. • Service Managers and Service Owners, for routine reporting, escalation, incident trends and service feedback. The post holder has general contact with: • Customers, where a customer presents as a user or requires service-related support. • Project Managers and project teams, in connection with technical tasks, testing and user representation. • Colleagues across Information Solutions and Services and the wider University community. Organisation chart to illustrate position of job holder:

3. Main Purpose of Job The Service Technician will provide high-quality, user-focused ICT support to a wide-ranging customer base across a range of services, with particular emphasis on network,

telecommunications and related infrastructure services. In line with University policy, the assignment of the post may change as required by the University.

4. Main Duties and Responsibilities Service Delivery and User Support • Provision ICT equipment and facilities and fulfil service requests, or escalate them for fulfilment. • Detect, verify, record and resolve service incidents, providing first- and second-level support for assigned services. • Advise users on effective use of University technology and services and compliance with ICT policies and Codes of Practice. Technical Support and Collaboration • Provide expertise for specific service elements and technologies, particularly networking, telecommunications and related infrastructure hardware. • Collaborate with other technicians to ensure requests are fulfilled within applicable service levels and incidents are addressed promptly. • Escalate incidents and requests appropriately and provide clear progress and status information. Service Improvement, Testing and Projects • Contribute to, and where assigned lead, testing of service developments, changes and enhancements. • Participate in project activities as a project team member and complete assigned technical tasks. • Codify frequently performed activities into clear standard procedures and contribute to continuous service improvement. General Responsibilities • Maintain accurate records and work in accordance with organisational policies, procedures, service standards and confidentiality requirements. • Demonstrate flexibility and adapt to changing priorities, technologies and work practices. • Undertake other duties required in the Service Technician role or assigned by the Director of Information Solutions and Services in accordance with priorities.

5. Requirements for the role: The successful candidate will demonstrate the eligibility requirements below in terms of qualification, skills and experience: Essential Criteria • A minimum of five passes at Leaving Certificate level (or equivalent NFQ Level 5 qualification) and a recognised post-Leaving Certificate qualification (minimum NFQ Level 6) in administration, office technology or a related administrative field, or a recognised NFQ Level 7 qualification. • A minimum of two years of relevant experience in a demanding, customer-focused environment, demonstrating strong service delivery and general office skills. • At least two years of experience working with IT networking and related infrastructure hardware. • Proficiency in Microsoft Office, including Word, Excel and Outlook, and the ability to work effectively with other IT systems. • Proven ability to plan, prioritise and manage multiple tasks and competing deadlines while maintaining accuracy and high work standards. • Excellent written and verbal communication, interpersonal, numeracy and data- analysis skills. • Ability to work effectively both independently and as part of a multidisciplinary team, with empathy, respect, integrity and confidentiality. • Demonstrated initiative, flexibility and motivation, with a commitment to high- quality customer service, continuous improvement and compliance with organisational procedures.

Desirable Criteria • Experience supporting enterprise network, telecommunications or related infrastructure services. • Experience of incident and service-request management in a structured ICT service environment. • Experience contributing to technical testing, service changes, projects or the preparation of standard operating procedures. • Knowledge of IT service management principles, such as ITIL. • Experience supporting a diverse staff and student user community. • Ability to explain technical information clearly to non-technical users. • Experience working collaboratively across technical teams and service functions. • Commitment to ongoing professional and technical development. The above criteria will be utilised to shortlist and select candidates for interview.

Application A. Existing University of Galway employees If you are an existing University of Galway employee, please use the University of Galway Core Portal to apply for this post. The following is a link to the Core Portal http://ess.universityofgalway.ie. Core Portal user guides can be found at https://www.universityofgalway.ie/human-resources/employeeselfservice/. Please ensure that you read the attached guide prior to applying for this post and allow sufficient time to make your online submission in advance of closing date. Please note that closing dates/times cannot be extended for user error. Unfortunately, late applications cannot be accepted. Please note agency staff will need to have three months’ continuous service at the closing date of the advertised post. Further information on CORE portal can be found here CorePortal User Guide - University of Galway. Employment permit restrictions apply for this category of post. The completed application document must be submitted online to reach the Human Resources Office no later than 17:00 (Irish Time) on Friday, 6th of November 2026. B. All applicants will receive an acknowledgement of application. If you do not receive an acknowledgement of receipt of your application or if you have any other queries regarding the application process please contact [email protected] or telephone 091-492151. C. Incentivised Scheme for Early Retirement (ISER): It is a condition of the Incentivised Scheme for Early Retirement (ISER) as set out in Department of Finance Circular 12/09 that retirees, under that scheme, are debarred from applying for another position in the same employment or the same sector. Theref ore, such retirees are ineligible to apply for this position. D. Pension Entitlements: This is a pensionable position. Details of the applicable Pension Scheme will be provided to the successful candidate. The Pension element of this appointment is subject to the terms and conditions of the Pension scheme currently in force within the Univer sity. This Scheme may be amended or revised by the Irish Government or its agents at any time.

The Public Service Superannuation (Miscellaneous Provisions) Act 2004 set a minimum retirement age of 65 and removed the upper compulsory retirement age for certain New Entrants to the Public Sector on or after 1 April 2004. Effective from 1st January 2013 , The Single Public Service Scheme applies to all first -time new entrants to the public service, as well as to former public servants returning to the public service after a break of more than 26 weeks. Compulsory retirement age will be 70. F. Collective Agreement: Redundancy Payments to Public Servants: The Department of Public Expenditure and Reform letter dated 28th June 2012 to Personnel Officers introduced, with effect from 1st June 2012, a Collective Agreement which had been reached between the Department of Public Expenditure and Reform and the Public Services Committee of the ICTU in relation to ex-gratia Redundancy Payments to Public Servants. It is a condition of the Collective Agreement that persons availing of the agreement will not be eligible for re-employment in the public service by any public service body (as defined by the Financial Emergency Measures in the Public Interest Acts 2009 – 2011) for a period of 2 years from termination of the employment. Thereafter the consent of the Minister for Public Expenditure and Reform will be required prior to re-employment. People who availed of this scheme and who may be successful in this competition will have to prove their eligibility (expiry of period of non -eligibility) and the Minister’s consent will have to be secured prior to employment by any public service body. Please refer to Revenue circular https://www.revenue.ie/en/tax-professionals/tdm/income- tax-capital-gains-tax-corporation-tax/part-05/05-05-19.pdf for information on revised tax arrangements which may apply on rehire if you have previously received a redundancy payment from University of Galway. G. Department of Health and Children Circular (7/2010): The Department of Health Circular 7/2010 dated 1 November 2010 introduced a Targeted Voluntary Early Retirement (VER) Scheme and Voluntary Redundancy Schemes (VRS). It is a condition of the VER scheme that persons availing of the scheme will not be eligibl e for re- employment in the public health sector or in the wider public service or in a body wholly or mainly funded from public moneys. The same prohibition on re -employment applies under the VRS, except that the prohibition is for a period of 7 years, after which time any re - employment will require the approval of the Minister for Public Expenditure and Reform. People who availed of either of these schemes are not eligible to compete in this competition. H. Declaration: Applicants will be required to confirm whether they have previously availed of a public service scheme of incentivised early retirement and/or the collective agreement outlined above. The above represents the main schemes and agreements restricting a candi date’s

right to be re-employed in the public service. However, it is not intended to be an exhaustive list and candidates should declare details of any other exit mechanism they have availed of which restricts their right to be re -employed in the public service. Applicants will also be required to declare any entitlements to a Public Service pension benefit (in payment or preserved) from any other Public Service employment and/or where they have received a payment-in-lieu in respect of service in any Public Service employment. J. Work Permits: Work permits are permits which are granted to non -EU/EEA Citizens to allow them to work in Ireland legally. It's an illegal offense to work in Ireland without a work permit and both the employer and the employee are held responsible. For more information on work permits and for future updates, visit the Enterprise, Trade and Employment website www.djei.ie . Please see list of ineligible categories for work permits at https://dbei.gov.ie/en/What- We- Do/Workplace-and-Skills/Employment-Permits/Employment-Permit-Eligibility// Assessment Procedure A. Board of Assessors Applications will be considered by a Board of Assessors, who will shortlist and interview candidates. All applications and other materials submitted by applicants will be treated in strict confidence by all panel members and others involved in the administration of the recruitment. No information about the identity of applicants, or details of their applications, will be released to others, except where it is necessary as part of the selection process. B. Interview Dates Candidates will be advised of arrangements in due course. We endeavour to give as much prior notice as possible for interview dates etc. Candidates should make themselves available for interview and presentation on the date(s) specified by the University. Candidates who do not attend for interview or other test when and where required by the University or who do not, when requested, furnish such evidence as the University requires in regard to any matter relevant to their candidature, will have no further c laim to consideration. C. Referees Referees listed on the application form of the successful candidate will be contacted following interview, with the exception of academic posts. D. Offer

All candidates will in due course be notified of the outcome of their application. The Human Resources Office will offer the post to the candidate appointed once the appointment has been made by the University Appointing Authority. The successful candidate will be required to submit evidence of age, original qualifications and may be required to complete a medical examination. Once a conditional job offer has been made, the candidate will be asked to complete a confidential pre-employment health questionnaire that the University’s Occupational Health Service will use in order to assess medical fitness to undertake the duties of the post. The information provided on the questionnaire will be used (i) to assess the candidates medical capability to do the job applied for; (ii) to determine whether any reasonable adjustments may be required to accommodate any disability or impairment which the candidate may have; and (iii) to ensure that none of the requirements of the job for which the candidate applied would adversely affect any pre -existing health conditions the candidate may have.

Human Resources Office.