River Clyde Homes: Officer Service Desk Analyst

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1 Job Role: Officer Service Desk Analyst Directorate: Business Support Role reports to: ICT Manager Roles Reporting to this role: N/A Total number of team members within team: 5 Grade: River Clyde Homes scales to be applied and is dependent on Resources: To be confirmed for job evaluation levels of responsibilities and accountability Primary Purpose: The main purpose of this role is to effectively contribute to the delivery of an ICT servicedesk provision to all River Clyde Homes internal customers and service users. WHAT: the jobholder will deliver in this role HOW: The jobholder will apply skill and knowledge. This includes How the job holder will display specific behavioural approaches whilst performing in this job role SUCCESS FACTORS: This section is about defining the experience essential for the job role. It should define what makes the role successful Service Specific Service Specific Service Specific Ensure a prompt 1 st line support service is delivered to all internal customers and service users across a range of ICT services. Responsible for maintaining an up to date asset register for all hardware and software used by the organisation. To provide initial support and guidance to end users for all ICT related issues. Fully document processes and procedures for internal team members and end users Contribute and work towards KPI s and Delivering Excellent Customer Service Works in partnership with groups of customers to understand their views and needs Amends/adapts/develops customer service policies and procedures to meet customer needs Offers suggestions to improve customer service and/or address particular customer issues e.g. by evaluating complaints Looks for trends/monitors issues and ensures the team is equipped to manage and respond to changing customer needs Assesses team members against the customer service principles An ability to work proactively and with the minimum of supervision A track record of delivering outcomes on time and to a high standard Experience of delivering excellent service to customers by responding promptly and efficiently Up to date knowledge of relevant legislation and regulatory requirements HNC in a relevant subject or equivalent experience essential Minimum of 2 years experience in a similar role is essential

2 overall SLA governing the ICT Servicedesk provision. Assist in the delivery of the teams adherence to the ITIL framework and key deliverables. Ensure all problems and incident management issues are handled within the governance outline by ITIL. Responsible for ensuring calls logged are classified and prioritise correctly and ensure accurate records of works carried out using the ICT Service desk software. Ensure all communications to the internal customer is consistent an delivered in the correct manner. Assist ICT team members with the implementation of specific projects as and when required Maintain data systems, updating information as required. Contribute to the performance improvement of the ICT Team overall including report creation, data analysis etc. Contribute to policy and strategy development across the ICT function. Acts as a role model for delivering excellent customer service Ensures customer service is high on the team s agenda Communication Communicates with confidence in small groups Presents own ideas and opinions in a calm structured manner without provoking unnecessary conflict Consciously varies own pace and style to suit the situation Challenges in a constructive way, respecting others views and opinions Looks for ways to re-frame e.g. see the positive perspective Considers the views of others before acting, understanding perspective Informally guides and supports others in their communication skills Actively seeks to clarify understanding when confused or uncertain Thinking and Decision Making Analyse and understands complex data Uses specialist knowledge of customers and services to introduce solutions Able to see the connection between seemingly unrelated pieces of information Makes timely decisions under pressure Are resourceful, looking for alternatives when faced with obstacles Identify urgent decisions, taking prompt decisive Customer Service experience (face to face or telephone) is essential Knowledge and hands on experience of supporting ICT systems used within a housing sector environment is essential Proven ability to acquire new IT skills quickly is essential. A full driving licence is essential. The post will require you to drive a motor vehicle ITIL qualification foundation level is desirable Ability to work flexibly and outwith normal working hours as and when required. May be required to attend events outwith the Inverclyde area.

3 action when needed Makes tough or unpopular decisions when required Takes responsibility for data management ensuring the integrity of the data. Working together Working together Working together Works closely with other members of the team to ensure that shared objectives and targets are met Assist in developing and maintaining a culture of customer service excellence Support other team members to perform to the best of their ability and deliver a high quality service Work closely with other teams within River Clyde Homes to plan and deliver services, ensuring there is a One team approach Monitor relevant service standards and performance indicators Contribute effectively to risk identification, assessment and the implementation of controls Contribute to the implementation of RCH strategy, policy and procedure Maintain safe and healthy working conditions (reflecting RCH s health and safety policy and all relevant law) and in accordance with HASWA 1974 Delivering High Performance Understands and delivers on objectives for own role (meeting quality standards and deadlines) Understands main performance measures relevant to own role and team e.g. performance indicators Takes ownership for personal delivery Contributes to objective-setting and agreeing performance measures Understands own role/team s role and how these contribute to the success of the organisation Prioritises activities to ensure deadlines are met Shows determination and commitment to meet agreed deadlines Keeps others informed of progress against agreed deadlines and targets Seeks and values feedback on own performance Actively participates in appraisal processes in timely manner Undertakes responsibilities fully in line with attendance management process Experience of working effectively and collaboratively within a team Experience of successfully meeting agreed performance targets. Takes an active role in the implementation of own personal development and participates in the training and development of colleagues and specialist officer roles. Experience of organising and prioritising your own workload using effective time management techniques Ability to set, plan and monitor own workload Experience of working with other teams ( back office and operational), to deliver successful organisational objectives and targets

4 Dedicated to development Is willing to learn from others and shares learning with others Actively listens to feedback from others and acts upon it to develop own skills, knowledge and understanding Recognises and acknowledges own areas for development Learns from successes and setbacks Demonstrates an openness to learning and development Provides support and assistance to others to help them to learn and develop Provides constructive feedback to others in a way that will help them to learn Looks for opportunities to practice new skills Recognises the need to learn new things to keep ahead of changes (e.g. technology) Shares learning with others Building Effective Teams Offers help and support to others Shows interest in what others do Willingly shares information Respects the opinion of others Respects the priorities of others Willingly takes on additional tasks to help out Recognises and accepts that people are all different Is a reliable, trustworthy and effective member of the team does what they say they will do Develops the appropriate skills and knowledge to

5 contribute fully to the team s effort, providing support and cover for team members Corporate contribution Corporate contribution Corporate contribution Positively contribute to developing a culture within RCH that is consistent with the vision and values Maintain strong and positive operational relationships with partners and other parts of the business Actively promote and deliver River Clyde Homes commitment to equality and diversity Assist in implementing the use of customer profiling and customer insight to deliver current and future business aspirations Help to ensure that activities and resources are geared towards delivering a value for money service. Minimise operational losses and maximise income to achieve efficiency Comply with procurement law and guidelines and monitor any relevant contracts to achieve compliance and best terms for RCH. Managing Change Understands the vision and can explain it to others Encourages others to be open minded and try out new ideas Takes time to understand people s worries and fears Is adaptable in changing circumstances and offers support to team members Actively seeks to understand, support, plan and implement proposed changes how can we make this work? Works with others to help develop new and innovative ways of working Takes and shares learning from unsuccessful changes/ideas learning from mistakes Encourage new and different ways of doing things looking outside the organisation for ideas from other industries Valuing Diversity Demonstrates an interest in different experiences and backgrounds Seeks out, and use creatively what people from different backgrounds have to offer Considers impact of own actions on others Role models good practice Recognises and challenges inappropriate behaviour Values To contribute to a positive culture by displaying behaviours in line with the Vision and Values of the organisation Communication The post holder will be expected to attend, report to and present at meetings and must be able to communicate effectively Data protection The post holder will be expected to ensure compliance with all legal obligations concerning the protection of data concerning employees, customers and third parties Experience of working within a culture where equality and diversity are embraced positively, and used to tailor service delivery An understanding of value for money

6 Demonstrates fairness, integrity and consistency in all dealings with others Ensures that opportunities are made equally available to everyone Understands the impact of hate crime, other harassment and unlawful discrimination Ensure effective equality impact assessment are written and put into practice Efficiency Shows a broad understanding of the commercial issues facing own team (i.e. the cost of materials, equipment and other resources) Shows respect for resources and equipment, taking care to make sure they are used appropriately and not at risk of being wasted/damaged/stolen Looks for opportunities to improve commercial effectiveness within own role (i.e., minimising waste) Demonstrates a good general understanding of the services we offer Demonstrates a broad understanding of the key features of the housing sector and how the sector is changing Always works within regulatory guidelines and complies with Governance Considers green issues and recycles wherever possible Review Arrangements The details outlined in this job description reflect the content of the job at the date the job description was prepared. It should be remembered however, that it is inevitable that over time the nature of individual jobs will change, existing duties may be lost and other duties gained without changing the general character

7 of the duties or the level of responsibilities entailed. Consequently, River Clyde Homes will expect to revise this job description from time to time and will consult the post holder at the appropriate time.

8 Version Control Version Date Changes made / Comments Sep-2013 Updated service specific areas & competency framework level September 2013 A full driving licence and have access to a car is essential in Service Specific is amended to A full driving licence is essential and The post will require you to drive a motor vehicle

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