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 approximately 6,000 users and 325 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
ICT Service Support
• Develop expertise across assigned areas of ICT service such as application support, user account management and/or desktop support
• Handle and manage support tickets on the ICT service desk across assigned areas of responsibility
• Ensure adherence to standard operational processes in the delivery of service
• Ensure excellent service levels are being provided to end users
• Support and contribute to service improvement initiatives
• Work as part of a team in delivering service-related projects/initiatives.
• Prepare reports on support call statistics for assigned areas of responsibility and monitor performance against service level agreements.
• Lead on the implementation of assigned projects/initiatives/tasks.
• Directly or indirectly manage and lead others if applicable in line with the Tusla Leader Framework relevant for this role Leading Others .

Human Resources
• Contribute to the team environment and culture in providing excellent service to users.
• To supervise, allocate and oversee the work of any assigned administrative staff.
• Encourage and support staff through change processes.
• Pay close and accurate detail to own personal work.
• Support the preparation and issuing of office documentation (correspondence, reports etc) to the highest possible standard.
• Co-operate and work in harmony with other teams and disciplines and stakeholders.
• Ensure line management is kept informed of all issues

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, arrange for the induction and training for assigned staff, as required to maximise skill resources, (to include workplace experience placements where applicable).
• Where appropriate, provide supervision and assist in the development of knowledge, skills of relevant staff.
• To participate in performance evaluation / review, identifying areas for improvement and appropriate plans / measures to achieve them.
• 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 two years’ experience in a customer service-related support role with at least 1 year in an ICT support position that supports business operations and end users.
• 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 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.