IT Support Assistant (x2) IT Services (12 Month Whole-time Posts)

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1 IT Support Assistant (x2) IT Services (12 Month Whole-time Posts) The IT Services department provides essential services to the University and plays an ever more critical role in the strategic development of University College Cork. Information Technology within UCC now underpins how we teach, research and enhance the student s experience of the university. A team of approximately fifty people, technical and support staff work in IT Services, located in the Kane building on the spectacular Central Campus. Summary of the job The position of IT Support Assistant will be based in the user support and operational areas of the IT Services department and will have duties and responsibilities for the efficient delivery of services to end users and the ongoing operation of the services. The post will be adaptable to the organisation s changing demands and priorities necessitating the post holder switching focus at particular times to meet requirements. The post requires excellent technical skills, disciplined organisation, administrative and supervisory skills. The post will have duties and responsibilities in the following areas; Service Desk, Student IT Services, Data Centre & Network Operations IT Support Assistant Service Desk Support and Operations The IT Service Desk provides support services to both staff and students throughout the University. It is the first point of contact for assistance, making enquiries and change requests of IT Services. Reporting to the IT Helpdesk Manager or his/her nominee, the IT Support Assistant will be a key member of a close-knit team. S/He will have substantial involvement in and responsibility for the following tasks: - Assist in monitoring and working the user call triage queue - Provide technical support to staff and students of the University through telephone, , desk side and remote service engagement channels and handling the resulting incidents or service requests. - Log calls in the call management system, diagnose and troubleshoot user personal computer device issues, user account access controls and other problems as they arise - Analyse incidents to identify service restoration actions to be taken

2 - Assist with classification and prioritization of incidents - Monitoring the status and progress towards resolution of assigned Incidents - Keeping affected business partners informed about progress - Escalating the process as necessary per established escalation processes - Perform activities to fulfil service requests and act as a single point of contact until a service request has been fulfilled. - Ensure that service requests are appropriately recorded and that all submitted service requests are processed - Install, configure and upgrade software applications and peripheral equipment on user computers Student Staff administration: - Recruit, interview and select student staff to work in IT Services across a number of areas including the Frontdesk, Student Helpdesk, Open Access computing laboratories and participating in projects - Analyse the staffing demand and develop and manage the student staff roster effectively using the scheduling system When2Work. - Manage administration work associated with the student staff such as providing and maintaining employment contracts and other forms, organising student staff logon accounts and adding staff to the required mailing lists for communication, managing time and attendance forms and submit monthly timesheets for payroll. - Create and maintain reports in relation to the payroll costs associated with student staff and forecast any increases that are required in the budget. Supervisory role - Create new hire training plans and organise ongoing training for student staff across all areas. - Day to day supervision of the student staff in their execution of frontline services and act as first point of escalation for issues that arise - Develop and document operational processes and procedures and look to improve work practices through continuous improvement using Lean methodologies. - Maintain and develop the user engagement websites, twitter account etc. - Prepare, edit, compile and arrange the annual Student IT Guide and other user guides as required. - Prepare a monthly report on the operation and performance of the frontline service delivery and assist in the preparation of other ad hoc reports. Student IT Computing Laboratories - Liaise with suppliers, vendors and maintenance personnel to ensure the efficient functioning of the computer labs and maintain adequate stock levels for print & copy consumables. - Keep accurate inventory records of the Open Access Computing labs PC, printers, furniture, consumables etc. - Identify, log, analyse, track and repair personal computer faults in Open Access Computing Labs - Act as an escalation point for open access and departmental computing lab issues, troubleshooting and resolving reported issues when required. - Escalate unresolved issues as necessary to other relevant support groups and follow up call progression. - Participate in reconfigurations and new deployments

3 Data Centre & Network operations - Monitor and escalate alerts for network and server incidents using monitoring tools including System Center Operations Manager Prepare and circulate incident reports for Systems and Network Operations where appropriate. - Monitor and manage server backups and restores, currently using NetVault Backup 10 and System Center Data Protection Manager 2012 R2. - Handle tape backup cycling, moving tapes from a tape library to secure storage and back. - Install networking equipment to replace failed switches, etc. - Process service request and incident call escalations from the Service Desk for network services & business applications. - Administer day-to-day operations for the UCC Active Directory environment (e.g. user account management; security group administration). - Provisioning of personal computers and laptops purchased through IT Services. - Provide phone support for the Systems & Network Operations desk. - Project support for projects requiring Systems and Network Operations input. Essential Criteria Candidates must hold a primary degree in Computer Science or equivalent discipline or have a minimum of two years proven experience in an equivalent role Proven experience and expertise with personal computing operating systems particularly Windows 7 and Windows 8 as well as other commonly used software packages Proven technical competence combined with support expertise in personal computing and associated technologies Proven experience of supporting enterprise wide application and online services Strong customer service, interpersonal and communication skills are essential Be self-motivated and have proven experience in dealing with end users at all levels Proven ability to supervise and organise staff in a dynamic environment Demonstrated capability to work on own initiative as well as part of a team Desirable Criteria Certification in ECDL or MOUS and have achieved or be in the process of attaining an A+ or other IT technical certification. Experience and knowledge of working in a large scale Microsoft Active Directory environment would be an advantage Certification in ITIL service delivery and/or LEAN process improvement methodologies would be desirable Apple OSX, IOS, UNIX and Android expertise/experience would also be an advantage. Previous experience of RMS or other call management system is desirable Experience in an academic environment would be an advantage Conditions of Employment: Salary Scale: 29,541-43,057. Appointment on the first point of scale of 29,541 per annum is mandatory per public sector pay guidelines and is not subject to negotiation unless the successful appointee is in the same or an analogous grade/role within the public sector. The rate of remuneration may be adjusted from time to time in line with Government pay policy. Annual Leave is 23 days per annum. This leave is exclusive of public holidays and Good Friday. The leave year commences on 1 July annually and four days annual leave must be held for the Christmas closure period.

4 Normal hours of duty are Monday to Thursday inclusive 9.00 a.m. to 5.30 p.m. and 9.00 a.m. to 5.00 p.m. on Friday, with 60 minutes for lunch daily. Sick Leave: Sick leave will be granted in line with University policy in this regard which may change from time to time. You should familiarise yourself with the University Sick Leave Policy and University Sick Leave Management Policy. The tenure of the post is fixed term, based on the following provisions: (a) A probationary period of twelve months shall apply from commencement of employment in the post during which the contract of employment may be terminated by either party in accordance with the Minimum Notice and Terms of Employment Acts, 1973 to The probationary period may be extended at the discretion of the University. (b) Except in circumstances of gross misconduct justifying immediate dismissal, the appointee will receive one month's notice of termination of employment, or, if greater, such notice as is provided for in a minimum notice in terms of Employment Act, (c) The appointee is required to give one month's notice of termination of employment. (d) Under the Public Service Superannuation Act 2004, for all new entrants to the Public Sector on or after April 2004, the normal retirement age is 65. It is no longer possible therefore to retire before age 65. Pension: The appointee will become a member of the Single Public Service Pension scheme, which provides personal retirement benefits as well as benefits for spouses and children. The contribution rate comprises 3% of pensionable remuneration and 3½% of net pensionable remuneration. Tax relief is accrued on these payments. In addition, additional dependants benefits can be provided by membership of the Voluntary Life Assurance Scheme. After one year s continuous service you will be eligible to become a member of the Income Continuance Plan. This provides additional payment where salary is reduced or ceased because of long-term illness or injury. Contributions, which are tax-allowable currently, amount to 0.8% (gross) of salary Membership of the Group Personal Accident Scheme shall apply to all employees, subject to individual acceptance by the Insurance Company. The salary quoted is subject to a deduction from salary at the rate of.06% The Pay Related Social Insurance Class A1 rate of Pay Related Social Insurance (PRSI) applies to the post. Voluntary Health Insurance: A VHI/Laya/ Hibernian Health/ HSA group scheme is in operation and contribution may be deducted from salary, with effect from the Scheme s renewal date (May of each year).

5 Additional benefits: We offer progressive employment and training policies including opportunities for further studies. Staff can avail of membership of a variety of clubs and societies and a wide range of facilities on campus, including a leisure centre. Certificates and Testimonials: These documents should not be sent with the application. Candidates who are selected for interview will be requested to submit the necessary documentation. Note: Candidates should note that any inaccurate information will invalidate their application. A successful candidate will be required to submit a birth certificate and documentary evidence confirming academic qualifications. Garda vetting and/or an international police clearance may also be required. Each candidate must complete an application form for the post. An application form must be completed and is available from: Completed application forms should be returned to The Department of Human Resources, Block E, Food Science Building, University College Cork Tel: / Fax Closing Date for receipt of applications is 5.00pm on Tuesday, 24 th November 2015 CVs and handwritten applications will not be accepted No late applications will be accepted UCC IS AN EQUAL OPPORTUNITIES EMPLOYER Please note that an appointment to posts advertised will be dependent on University approval, together with the terms of the employment control framework for the higher education sector

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