Brendan Mulvihill - National Service Desk Offsite Engineer

Background:

I’ve been working as an Offsite Engineer since 2022. I live in Kerry, while the office is based in Limerick City, which means my commute typically takes about 1.5 hours each way. Navigating Limerick City traffic can add extra time, but the stunning river views on my way home make it worthwhile.

Working Life:

My typical day starts with heading directly to either the site or the office. The first task is logging into Ivanti to check for any new tickets assigned to the team. I review these tickets and address them either remotely or in person.

When onsite, I connect directly with the users experiencing issues to troubleshoot and resolve problems. The time needed for each ticket depends on its priority level and whether the device is patient-facing. For efficiency, I try to address multiple tickets in the same location when possible.

We rely on Ivanti and a shared calendar to coordinate our team’s movements within the region. I’m part of a close-knit team of nine, consisting of two managers and seven engineers.

Impact on patient care:

My role supports users whose work directly impacts patient care. For example, resolving an issue with a Romexis device used by dentists for x-rays ensures that patients receive the care they need without delays.

Top work priorities:

• Resolving incidents and addressing older tickets as quickly as possible.
• Keeping tickets updated once issues are resolved.
• Offering advice and guidance to end users whenever needed.

Challenges:

One of the key challenges in my role is managing legacy systems, which can make remote access to devices more difficult. As a result, I often need to travel onsite more frequently compared to other regions. Additionally, the wide geographical area covered by smaller health centers can slow down response times.

The most rewarding aspects of the job:

I genuinely enjoy meeting and assisting users, and there’s great satisfaction in resolving the issues they face. One of my proudest career moments was successfully installing software for the new orthodontic department’s x-ray system. It was a complex and critical project, and knowing my work enabled the department to deliver advanced care was incredibly rewarding.

Hobbies & Interests

In my free time, I enjoy coaching U8 rugby in Listowel.