The Child and Family Agency was established on 1st January 2014 and is responsible for a range of statutory functions including provision of child protection, alternative care, specified regulatory services and a range of family support services. The Agency has commenced a major improvement programme with significant focus on Practice, Culture and Structure.
The Agency currently has responsibility for a budget of circa €1.2billion and delivers its services through over 5,500 people in 259 locations across the Country.

The Child and Family Agency has responsibility for the following range of services:
• Child Protection and Welfare
• Parenting, Family Support and Early Help Services
• Alternative Care
• Birth Information & Tracing and Adoption
• Tusla Education Support Services (TESS)
• Children’s Service Regulation
• Counselling and Therapeutic Supports

Further information is available on www.tusla.ie

About Tusla ICT
Tusla ICT provides the innovation, systems, and support to assist the Agency in delivering its services to children and families, as well as achieving its business and strategic objectives.

Tusla has one of the largest ICT networks in the Irish Public Service, with over 5,500 users and 259 office/centre locations. The ICT directorate is responsible for delivering the following functions: ICT Networks, Server and Storage Management; Cyber Security, Business Continuity and Disaster Recovery; 0365 and Cloud Management; Application Development; Digital Transformation and Support; Data and Information Management; Service Delivery; ICT Business Support, Governance and ICT Programme Management.

Main Duties and Responsibilities
Working as part of the Apps Support team the successful candidate will provide help desk application support for case management, Portals, Digital Forms, Office 365 and Phone App systems. The role will also involve working on project teams covering areas such as implementation and data quality initiatives.

Apps Support Service Delivery
• Provide support to users as part of the Apps Support service desk team covering areas such as:
o Identify, troubleshoot and resolve client-side application problems
o Administration of User Account Management
o Data Management – Handling requests related to data quality/data cleanse actions
o Handle general user support issues
o Desktop or Browser issues
o System Performance issues
• Record details of all calls handled on the ICT help desk system and update the FAQ and knowledge base as required.
• Escalate and track more complex support issues to the tier 3 support team.
• Implement application configuration changes.

Implementation and Data Management Projects
Work as part of project teams in software testing, data quality, and systems roll out/implementation. This will include areas such as:
• Assist at user training and engagement sessions
• Work as part of test teams in the quality assurance of new releases
• Support data management initiatives to improve the quality of records

Education and Training
• To maintain continuous personal development and participate in team-based development, education, training and learning.
• To complete all mandatory training.
• Where appropriate, provide supervision and assist in the development of knowledge, skills of relevant staff.
• To ensure policies and procedures exist for all areas.

Health & Safety
• Comply with and contribute to the development of policies, procedures, guidelines and safe professional practice and adhere to relevant legislation, regulations and standards.
• Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the service for example National Standards for Child Protection and Care and comply with associated Tusla – Child and Family Agency protocols for implementing and maintaining these standards as appropriate to the role.
• To support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.

Please refer to the Candidate Information pack attached to this campaign for full and further detail.

Applicants must by the closing date of application have the following:
• Have at least one years’ experience in an ICT or customer service-related support role.
• Have excellent ICT skills with a high level of proficiency with Microsoft Office, databases, and document management.
• Possess sufficient administrative capacity to discharge the functions of the grade/post.

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 such as would indicate a reasonable prospect of ability to render regular and efficient service.
Character
Each candidate for and any person holding the office must be of good character.