JOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "JOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst"

Transcription

1 a JOB DESCRIPTION Job Title: Division: Department/Region/Section: Location: Reports to: Responsible for: Grade: Service Desk Analyst Financial Services and Support Information Systems & Support HQ, Southwater Lead Service Desk Analyst N/A Management Staff One 1. Purpose of the job The post holder will act as the central point of contact between RSPCA customers and ISSD Service Management. They will handle technical Incidents and requests, and where appropriate, provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level and ISSD Service Continuity Management. 2. Dimensions The following dimensions are correct at the time of writing (2008 figures): Number of IS customers supported 1993 Annual budget of department 3.4 M Number of pieces of desktop equipment Number of servers 150 Number of staff in Service Desk team within which this post sits 2, plus additional contract staff as and when required. The Society operates a converged voice and data communications infrastructure. In all areas of this job the post holder has a responsibility to both voice and data systems. 3. Principal Accountabilities A. CALL HANDLING Deal with incoming calls to the ISSD Service Desk ensuring requests are interpreted correctly and recorded accurately, making consistent and effective use of the ISSD call-logging software. Provide effective and positive first line customer focussed support at all times. Otherwise, where first line support is not initially provided or successful, issue customers with details of call assignment and likely resolution timescales.

2 Reassign or escalate incidents and requests to on-site third line support, third parties or other teams where appropriate discussing fully with colleagues. Monitor and update all Incidents and requests, including calls assigned to external suppliers. Update call-logging software at each action stage ensuring a complete and detailed history for each Incident and request. Liaise with external suppliers to ensure resolution to agreed standards and timescales. Review Incidents and requests with customers and work together to continuously improve service delivery provision. Provide a single point of contact for RSPCA customers and deliver route requests to correct resource as appropriate. To deal directly with requests and complaints alike and escalate where necessary. B. SERVICE DESK Provide first line support through the call-logging software and on-site, as appropriate for all Incidents and requests where these mainly relate to: Desktop software and hardware Systems and applications software Server and client operating systems Data and voice communications Networking ICT security Ensure Incidents and requests are resolved and implemented to agreed standards and timescales by working remotely through the call-logging software itself and delivering services directly at RSPCA HQ. Advise and support colleagues with complex and less common support Incidents and requests to ensure resolution to issue. Encourage and maintain a positive employee culture of good communications, customer care and continuous improvement within team members. Advise the ISSD Lead Service Desk Analyst on any operational management issues. C. CUSTOMER SERVICE Consult with customers, colleagues, suppliers and other external organisations on all aspects of first line ISSD service delivery including: Standard ISSD Services One-off and special service requirements Monitor and measure ISSD service provision to customers using a variety of performance measurement tools:

3 Service Desk call review meetings Benchmarking exercises SLAs Participate in the development and promotion of continuous improvement and best value for ISSD services in general. Play a key role in the continuous improvement of the ISSD Service Desk and its responsibilities and the customer experience of contacting ISSD. Participate in other service development and improvement areas, as appropriate. Ensure development of and compliance with ISSD best practice standards and methodologies. D. RECORD KEEPING Update and maintain information on the call-logging software. Work with colleagues, with particular reference to continuously develop knowledge base information within the software. Maintain and update procedures and system documentation. E. SYSTEMS ADMINISTRATION Perform agreed system/database administration and housekeeping tasks and routine operations to agreed standards and timescales. F. HEALTH AND SAFETY While at work all staff are required to: Take care of their own health and safety and that of others who may be affected by their acts and omissions. Co-operate with Society policies and procedures for health and safety Be familiar and comply with Society policies and procedures for health and safety In addition to the above all line managers are required to; Ensure, so far as is reasonably practical, the health, safety and well-being of their staff and others who may be affected by the Society activities. Be familiar and comply with Society policies and procedures for health and safety. G. OTHER DUTIES Undertake any other duties as requested.

4 4. Knowledge, skill and experience Please refer to the attached person specification (Appendix A). 5. Organisation Please refer to the attached organisational structure (Appendix B). 6. Job Context This post sits within the wider Services Team within Information Systems and Support. It is key in ensuring the smooth running of IS facilities across the Society. The post reports to the Lead Service Desk Analyst who will supervise work on a daily basis. The post holder must take responsibility for their call allocation, taking the appropriate action to resolve Incidents, ensuring quality information is maintained within the call-logging system, taking guidance as required. The post holder will be responsible for providing advice and support directly to customers (RSPCA employees based at HQ and regional sites). Where necessary, they will be able to refer to the line manager or technical escalation points in other teams for guidance, particularly in relation to new problems not encountered before. While a dedicated ISSD technical support team handles third line and some second line calls, where necessary this post holder may have to take on some second line duties to supplement the service. The post holder is required to have full knowledge and understanding of the Society s Data Protection policy, and ISSD s policies and procedures. Reactive work is assigned directly by the call-logging software, s and telephone calls from customers. Proactive work is assigned by the line manager. 7. Additional information The post holder is required to carry out the following additional duties: Undertake occasional travel including some overnight stays. To attend Services team and project related meetings To be an ambassador for the RSPCA and ISSD in order to maintain its brand image To help the whole department make incremental improvements in the quality of the service it offers and to enhance the professional functioning of the department.

5 This job description is a statement of the job content as agreed at August It should not be seen as precluding future changes. Job holder s signature:.. Date: Line manager s signature: Date:

6 APPENDIX A Person Specification for Service Desk Analyst Criteria Essential Desirable Professional/T echnical Qualifications A level standard Technical qualification in Computer Systems and /or recognised IT qualification to diploma level Willingness to participate in professional development specific to role Working towards or attainment of a professional IM&T qualification or Degree standard Experience & Job Knowledge Knowledge of Information Technologies, including the following: edirectory administration PC hardware Windows workstation Internet & intranet MS office Databases Experience in providing customer service support in an IT environment Experience in using helpdesk applications to log and monitor support calls 2-3 years experience of Call Centre, Helpdesk, Service Desk or other telephone based service or support function Can show evidence of personal development Exposure to remote control software for fault diagnosis and fixing An understanding of ITIL, IT Infrastructure Library Good knowledge of technologies including: LAN/WAN technologies Linux CommVault Zen Works GroupWise Cisco Works 2000 Novell Thin Client Experience of working with third parties Front line Service Desk experience within a similar/large organisation

7 Skills & Competencies Personal Qualities Special Circumstances (if any) Team player Able to work using own initiative Excellent communication & interpersonal skills, written and oral Good documentation skills Attention to detail & quality Pleasant, confident and professional telephone manner Having a general technical aptitude Ability to solve problems Strong customer service ethic Very organised Willingness to undergo training and learn new skills Excellent communication skills ability to explain technical details to non-technical customers Ability to prioritise Ability to work under pressure and tight deadlines Positive can do approach Attention to detail Ability to maintain professional working relationships with team and customers Valid driving licence

8 APPENDIX B Partial Organisational Structure for Service Desk Analyst Head of ISSD Services Manager Service Desk Lead Service Desk Analyst x 2

9 A Service Desk Analyst INFORMATION TO CANDIDATES SUMMARY OF MAIN TERMS AND CONDITIONS OF EMPLOYMENT The following information is intended as a useful guide to applicants considering joining the Society. Full details are supplied with an offer of appointment. 1. ELIGIBILITY TO WORK IN THE UK In order to comply with legal requirements, as part of our selection procedure we ask all potential employees to prove their eligibility to work in the UK. If you are invited to interview you will be asked to bring to interview the appropriate original documents. 2. HOURS The basic working week is 35 hours. Normal office hours are between 9.00 am and 5.00 pm, Mondays to Fridays, with a one hour lunch break each day. 3. SALARY Candidates will normally be offered a starting salary as indicated in the advertisement. Salaries are paid on the 15th of each month by credit transfer to a bank or building society account. 4. HOLIDAYS The holiday entitlement is 23 days per calendar year (1 January to 31 December) rising to 25 days after 3 years service. Bank and Public holidays are taken in addition to this. 5. PROBATIONARY PERIOD The first six months of your employment will be counted as a probationary period. During this time the Society will make an assessment of your suitability for acceptance to a permanent position. 6. REFERENCES An offer of employment will be subject to the receipt of satisfactory references.

10 We require two employment references, one of which must be from your present or most recent employer. These should, if possible, cover a period of at least the last five years. The Society reserves the right to contact your previous employers before an offer of employment is made. Unless your permission is granted, your present employer will not be approached until an offer of employment has been made and you have left their employment. 7. NOTICE During your probationary service the period of notice to terminate your employment is one week by either party. Following successful completion of your probation period, the notice period becomes four weeks in writing on either side. 8. OTHER BENEFITS Upon satisfactory completion of your probationary period other benefits may be available to you. These include a healthcare scheme, childcare vouchers and employee assistance programme. Further details of these schemes can be obtained on request. 9. MEDICAL As part of the Society's selection procedure for employment, we ask all prospective employees to complete a pre-employment medical questionnaire. The purpose is to fulfil our responsibilities under the Health and Safety at Work Act 1974 and ensure that the proposed employment does not present any particular risks from a medical point of view. No formal offer of appointment will be made until the Society, through its Chief Medical Adviser, is satisfied about your medical fitness to undertake the job. Further details about this will be sent to you following the initial interview. NB Unfortunately the Society is unable to contribute towards the cost of relocation if this is necessary. InfocanuptoMS2 assimm.hq Aug 2005

JOB DESCRIPTION. Animal welfare promotions

JOB DESCRIPTION. Animal welfare promotions A JOB DESCRIPTION Job Title: Division: Department/Region/Section: Location: Reports to: Responsible for: Grade: e-marketing analyst Animal welfare promotions e-marketing Headquarters Head of e-marketing

More information

JOB DESCRIPTION. Digital communications manager. Senior digital comms officer, digital comms officer

JOB DESCRIPTION. Digital communications manager. Senior digital comms officer, digital comms officer A JOB DESCRIPTION Job Title: Division: Department: Location: Reports to: Responsible for: Grade: Digital communications manager Communications Digital media Southwater HQ Head of digital media Senior digital

More information

JOB DESCRIPTION. Regional Human Resources Manager (RHRM) Department/Region/Section: Human Resources Based at North Region, Leeds RHQ

JOB DESCRIPTION. Regional Human Resources Manager (RHRM) Department/Region/Section: Human Resources Based at North Region, Leeds RHQ A JOB DESCRIPTION Job Title: Regional Human Resources Manager (RHRM) Division: Human Resources Department/Region/Section: Human Resources Location: Based at North Region, Leeds RHQ Reports to: Head of

More information

1. To be the principal point of contact and have responsibility for IT support incidents.

1. To be the principal point of contact and have responsibility for IT support incidents. JOB TITLE: RESPONSIBLE TO: RESPONSIBLE FOR: Service Desk Engineer Service Desk Supervisor N/A JOB OUTLINE The Service Desk Engineer will be responsible for providing an effective first-line support service

More information

ILT Services Helpdesk Technician

ILT Services Helpdesk Technician Department of Information and Learning Technology (ILT) Reporting Relationships Responsible to: Responsible for: Desktop Support Team Leader Providing helpdesk support to second line level, maintaining

More information

24,315 26,437 (incl. LWA) per annum

24,315 26,437 (incl. LWA) per annum Morley College Job Description Job Title: Department: Desktop Support Analyst IT & Technical Resources Grade: APT&C Spine Point 24 27 Salary: Hours of work: 24,315 26,437 (incl. LWA) per annum 36 per week

More information

To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers.

To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers. JOB DESCRIPTION Job ination as shown on organisation chart Job Title: ICT Service Desk Post No: Analyst Directorate: Transation & Technology Division/ Department: ICT Operations, ICT Service Desk Grade:

More information

Job Information Pack. IT Service Management Officer Tower Hill, London. June 2014 ALZHEIMER S SOCIETY

Job Information Pack. IT Service Management Officer Tower Hill, London. June 2014 ALZHEIMER S SOCIETY ALZHEIMER S SOCIET Job Information Pack IT Service Management Officer Tower Hill, London June 2014 Alzheimer s Society, Devon House, 58 St Katharine s Way, London. Telephone +44 (0) 20 7423 3500. Fax 020

More information

JOB DESCRIPTION. Principal Duties and Responsibilities

JOB DESCRIPTION. Principal Duties and Responsibilities JOB DESCRIPTION Job title: IS Service Desk Trainee Grade: Responsible to: IS Service Desk Team Leader Responsible for: None Liaises with: IS teams, Hanover Group colleagues, third party suppliers Role

More information

Transformation Service Customer Services Advert text for vacancy for Desktop Manager

Transformation Service Customer Services Advert text for vacancy for Desktop Manager Transformation Service Customer Services Advert text for vacancy for Desktop Manager Information and Communication Technology (ICT) is delivered through the Transformation Services Division as a central

More information

Further Particulars. Financial Reporting Analyst (Ref 460) Job Description Financial Reporting Analyst (Ref 460)

Further Particulars. Financial Reporting Analyst (Ref 460) Job Description Financial Reporting Analyst (Ref 460) Further Particulars Financial Reporting Analyst (Ref 460) Full time, permanent Salary 23,437-35,081 in the IDS Grade 6 range About IDS IDS is a leading global charity for research, teaching and information

More information

INFORMATION PACK FOR APPLICANTS FOR THE POST OF IT HELPDESK SUPPORT ANALYST

INFORMATION PACK FOR APPLICANTS FOR THE POST OF IT HELPDESK SUPPORT ANALYST INFORMATION PACK FOR APPLICANTS FOR THE POST OF IT HELPDESK SUPPORT ANALYST Information Pack for Recruitment FT Flexi-time Nottingham - January 2013 Paul Smith Ltd. Copyright Page 1 Job Description Job

More information

LAN/WAN TECHNICAL SUPPORT Level 2

LAN/WAN TECHNICAL SUPPORT Level 2 Applications are invited from suitably qualified and experienced persons for the following position. LAN/WAN TECHNICAL SUPPORT Level 2 The Catholic Education Office is seeking a Level 2 LAN and WAN Technical

More information

The precise duties of fractional post holders will be within the remit of this job description, but will be selective. DIMENSIONS

The precise duties of fractional post holders will be within the remit of this job description, but will be selective. DIMENSIONS JOB DESCRIPTION Ref: 50042171 NOTE: This job description does not form part of the employee s contract of employment but is provided for guidance. The precise duties and responsibilities of any job may

More information

LAN/WAN TECHNICAL SUPPORT Level 1

LAN/WAN TECHNICAL SUPPORT Level 1 Applications are invited from suitably qualified and experienced persons for the following position. LAN/WAN TECHNICAL SUPPORT Level 1 The Catholic Education Office is seeking a LAN and WAN Technical Support

More information

Job Description. Continuing. Details Specific to the Post

Job Description. Continuing. Details Specific to the Post Job Description Job Title: Awareness & Service Improvement Specialist Faculty/Department: ICTD Reporting to: Awareness & Service Improvement Manager Duration: Continuing Job Family: Specialist (IT) Pay

More information

Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No:

Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: Job Description Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: ER035 Salary: Grade LM1(Points 32-35) Commencing 31,006 with progression

More information

INFORMATION PACK FOR APPLICANTS FOR THE POST OF NETWORK SUPPORT ANALYST

INFORMATION PACK FOR APPLICANTS FOR THE POST OF NETWORK SUPPORT ANALYST INFORMATION PACK FOR APPLICANTS FOR THE POST OF NETWORK SUPPORT ANALYST Information Pack for Recruitment FT Nottingham - January 2013 Paul Smith Ltd. Copyright Page 1 Job Description: Job Title: Line Manager:

More information

Job Description. Membership Officer N/A

Job Description. Membership Officer N/A Job Description Post Location Responsible to Responsible for: Membership Officer London Business Director N/A Salary: Hours: Negotiable based on Experience Full time 35 hours per week over 5 days Main

More information

SYSTEMS ANALYST (INTEGRATION & DEVELOPMENT) BASED IN C2K CENTRE, BELFAST

SYSTEMS ANALYST (INTEGRATION & DEVELOPMENT) BASED IN C2K CENTRE, BELFAST Chief Executive Gavin Boyd SYSTEMS ANALYST (INTEGRATION & DEVELOPMENT) BASED IN C2K CENTRE, BELFAST (Required until 31 March 2016 with possible extension to a maximum of 12 months duration) Disclosure

More information

Golden Jubilee National Hospital NHS National Waiting Times Centre

Golden Jubilee National Hospital NHS National Waiting Times Centre Golden Jubilee National Hospital NHS National Waiting Times Centre Chief Executive Jill Young Agamemnon Street Clydebank G81 4DY Scotland Telephone 0141 951 5000 Fax 0141 951 5500 Recruitment line: 0800

More information

Application Information Pack Digital Project Intern

Application Information Pack Digital Project Intern Application Information Pack Digital Project Intern Introduction to Girlguiding Thank you for your interest in the role of Digital Project Intern. This document provides information relating to the above

More information

Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09

Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09 Your IT Helpdesk and On-Site and Remote Support Terms and Conditions These terms and conditions are in addition to our standard Terms of Business (available at http://www.tripod-it.co.uk) Our company details

More information

Closing date 8 July 2015

Closing date 8 July 2015 Campaign number Q-10296 Closing date 8 July 2015 Job Description and Person Specification This job description lists the general tasks, functions and responsibilities of the role below, including the specifications

More information

Application Information Pack Membership Business Analyst

Application Information Pack Membership Business Analyst Application Information Pack Membership Business Analyst Introduction to Girlguiding Thank you for your interest in the role of Membership Business Analyst. This document provides information relating

More information

Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week

Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week IT Services are looking to recruit a Network Support Analyst to be responsible for delivering professional first

More information

Application Information Pack HR Assistant Maternity cover Fixed term contract 10 months

Application Information Pack HR Assistant Maternity cover Fixed term contract 10 months Application Information Pack HR Assistant Maternity cover Fixed term contract 10 months Introduction to Girlguiding Thank you for your interest in the role of HR Assistant (maternity cover).this document

More information

JOB DESCRIPTION. 1. JOB TITLE: LIS Graphic Design Manager 2. HRMS REFERENCE NUMBER: HRMS/13338 3. ROLE CODE: GDMGRLIS

JOB DESCRIPTION. 1. JOB TITLE: LIS Graphic Design Manager 2. HRMS REFERENCE NUMBER: HRMS/13338 3. ROLE CODE: GDMGRLIS JOB DESCRIPTION 1. JOB TITLE: LIS Graphic Design Manager 2. HRMS REFERENCE NUMBER: HRMS/13338 3. ROLE CODE: GDMGRLIS 4. DEPARTMENT: Learning and Information Services 5. ORGANISATION CHART: 6. JOB PURPOSE:

More information

Role Profile Senior Application Support Analyst, ICT ICT & Business Services

Role Profile Senior Application Support Analyst, ICT ICT & Business Services Role Profile Senior Application Support Analyst, ICT ICT & Business Services ROLE SUMMARY Reporting to the Application Support Manager, the Senior Application Support Analyst within the Applications Support

More information

Job Description. Reports to: IT Services Manager. Department: Information Technology and Media Services

Job Description. Reports to: IT Services Manager. Department: Information Technology and Media Services Job Description Job title: IT Helpdesk Analyst Reports to: IT Services Manager Responsible for: No direct reports Department: Information Technology and Media Services Grade: RU04 Main purpose of the job:

More information

BAND: 5. 37½ hours per week 1. JOB SUMMARY

BAND: 5. 37½ hours per week 1. JOB SUMMARY POST TITLE: Software Developer BAND: 5 HOURS: ACCOUNTABLE TO: LOCATION: 37½ hours per week Head of Informatics Programme Mamhilad 1. JOB SUMMARY Reporting to Software Development Manager, the post holder

More information

BRENTWOOD BOROUGH COUNCIL [LOCAL SCHEME OF CONDITIONS OF SERVICE] JOB PARTICULARS

BRENTWOOD BOROUGH COUNCIL [LOCAL SCHEME OF CONDITIONS OF SERVICE] JOB PARTICULARS BRENTWOOD BOROUGH COUNCIL [LOCAL SCHEME OF CONDITIONS OF SERVICE] JOB PARTICULARS POST: EXECUTIVE SUPPORT OFFICER POST REFERENCE: DEPARTMENT: CORPORATE SUPPORT BRENTWOOD GRADE G SCP 33-37 AND SCALE: SALARY

More information

JOB DESCRIPTION. POST TITLE: First Line Support Engineer POST NO:

JOB DESCRIPTION. POST TITLE: First Line Support Engineer POST NO: JOB DESCRIPTION POST TITLE: First Line Support Engineer POST NO: GRADE: DEPARTMENT: SECTION: REPORTS TO: SO2 Finance and Resources Digital Services First Line Support Manager MANAGES/SUPERVISES: None PRIMARY

More information

Application Information Pack Digital Editor

Application Information Pack Digital Editor Application Information Pack Digital Editor Introduction to Girlguiding Thank you for your interest in the role of Digital Editor. This document provides information relating to the above vacancy and should

More information

Cambridge Judge Business School Further particulars

Cambridge Judge Business School Further particulars Cambridge Judge Business School Further particulars JOB TITLE: REPORTS TO: JUNIOR SYSTEMS ADMINISTRATOR IT MANAGER Background Cambridge Judge Business School (CJBS) has grown significantly in recent years,

More information

JOB DESCRIPTION. Service Desk Technician

JOB DESCRIPTION. Service Desk Technician JOB DESCRIPTION Title: Contract type: Service Desk Technician Full Time, Fixed Term for 12 months Grade: Grade 4 Location: Reporting to: London Campus Head of Information Services MAIN PURPOSE OF JOB The

More information

JOB AND TASK DESCRIPTION

JOB AND TASK DESCRIPTION JOB AND TASK DESCRIPTION Job Title: IT Support Specialist (2 nd Line, Reporting and Monitoring) Division: Corporate Services Division Grade: J Reports To: IT Infrastructure and Operations Manager General

More information

JOB DESCRIPTION. Support Registry Services Department: Contribute to the wider function of the Registry Services Department as and when necessary.

JOB DESCRIPTION. Support Registry Services Department: Contribute to the wider function of the Registry Services Department as and when necessary. JOB DESCRIPTION 1. JOB TITLE: Senior Data Analyst 2. HRMS REFERENCE NUMBER: HRMS/14112 3. ROLE CODE: SDARS 4. DEPARTMENT: Registry Services 5. ORGANISATION CHART: See attached sheet 6. JOB PURPOSE: Statutory

More information

Role Profile. Job No. (Office Use) A79

Role Profile. Job No. (Office Use) A79 Role Profile Job Title Team Leader Service Desk Job No. (Office Use) A79 Band/Band Range- (for career grades) Grade I Directorate Corporate Support Department ICT Division Operational Service Delivery

More information

KINGSTON MAURWARD COLLEGE JOB DESCRIPTION. 15,095.00 per annum which is Point 17 on the Support Staff Salary Scale

KINGSTON MAURWARD COLLEGE JOB DESCRIPTION. 15,095.00 per annum which is Point 17 on the Support Staff Salary Scale KINGSTON MAURWARD COLLEGE JOB DESCRIPTION Job Title: Post Reference No: Job Purpose: Reports to: Grade/Salary: Hours: Status: Safeguarding Status: MIS Data Administrator MIS15 To assist the College Information

More information

ROLE DESCRIPTION. 1. ROLE TITLE: Customer Services Manager (HRMS/10103)

ROLE DESCRIPTION. 1. ROLE TITLE: Customer Services Manager (HRMS/10103) ROLE DESCRIPTION 1. ROLE TITLE: Customer Services Manager (HRMS/10103) 2. DEPARTMENT: Learning and Information Services (LIS) 3. DATE: March 2011 4. ROLE PURPOSE: To be responsible for the development

More information

To provide detailed procedural and systems documentation when required.

To provide detailed procedural and systems documentation when required. JOB DESCRIPTION Post Title: Department: Responsible to: Supervisory responsibility: ICT Technician ICT (Bursary) ICT Network Manager None Date of Issue: May 2016 Main Purpose of Job: Managed by the ICT

More information

Responsible for: To provide 1 st and 2 nd line support to users of the College ICT facilities and assist with software and hardware installation.

Responsible for: To provide 1 st and 2 nd line support to users of the College ICT facilities and assist with software and hardware installation. JOB DESCRIPTION Job Details Post: ICT Helpdesk Technician Grade: Pay Scale Range Point 12-17 Responsible to: Responsible for: Key Purpose: ICT Services Manager None To provide 1 st and 2 nd line support

More information

The QAA Service Desk team provides IT and facilities related services to 180+ internal users, and 600+ external users.

The QAA Service Desk team provides IT and facilities related services to 180+ internal users, and 600+ external users. Job title: Service Desk Support Band: 3 Group: Work location: Responsible to: Resources Group Gloucester IT Service manager Job purpose The Q Service Desk team provides IT and facilities related services

More information

JOB AND PERSON SPECIFICATION. Job Title: Division: Pay Point: Information Technology Section

JOB AND PERSON SPECIFICATION. Job Title: Division: Pay Point: Information Technology Section JOB AND PERSON SPECIFICATION Job Title: Division: Pay Point: Interim IT Assistant Corporate Services Division Information Technology Section N Reports to: IT Supervisor General information The Information

More information

INTERNAL AND EXTERNAL

INTERNAL AND EXTERNAL NTERNAL AND EXTERNAL SRS - SHARED RESOURCE SERVCE TECHNOLOGY LED TRANSFORMATON Service Desk Technician 1 st Line (12 month Contract) GRADE 5 PONTS 19 25 17,980-21,734 A vacancy has arisen within the SRS

More information

Client Services Manager Self and contribution to Team. Information Services

Client Services Manager Self and contribution to Team. Information Services POSITION DESCRIPTION Position Title: Responsible To: Responsible For Position Purpose: Helpdesk Support Analyst Client Services Manager Self and contribution to Team The Helpdesk Support Analyst is responsible

More information

JOB DESCRIPTION. Digital Fundraising Manager Marketing and Campaigns. Southern Support Centre. 2 x Digital Fundraisers and the Digital Data Analyst

JOB DESCRIPTION. Digital Fundraising Manager Marketing and Campaigns. Southern Support Centre. 2 x Digital Fundraisers and the Digital Data Analyst A JOB DESCRIPTION Job Title: Division: Department/Region/Section: Location: Reports to: Responsible for: Grade: Digital Fundraising Manager Marketing and Campaigns Fundraising Southern Support Centre Head

More information

Quality Assurance Manager (Education)

Quality Assurance Manager (Education) Quality Assurance Manager (Education) Job Description & Person Specification Reporting to: Salary: Hours: Chief Executive 34,000 full time equivalent salary; ( 27,200 for 28 hours a week; 20,400 for 21

More information

Job Description Questionnaire

Job Description Questionnaire Job Description Questionnaire Job Title: Post Number: Division/Department/Section: Line TECHNICAL SUPPORT OFFICER PO TSO Information Systems Service Supervisor 1. PURPOSE To best utilise technology to

More information

We are not a complacent community; all staff are keen to learn and improve, developing pedagogy through research, shared practice and innovation.

We are not a complacent community; all staff are keen to learn and improve, developing pedagogy through research, shared practice and innovation. September 2014 Dear Applicant Re: IT Technician / Support Analyst 37 hrs per week (Monday to Friday incl) 43 weeks per year (Term time plus 4 weeks) Grade BG3 9.66 per hour Thank you for your interest

More information

JOB DESCRIPTION. 1. JOB TITLE: Information Security Officer. 4. DEPARTMENT: Learning and Information Services (LIS)

JOB DESCRIPTION. 1. JOB TITLE: Information Security Officer. 4. DEPARTMENT: Learning and Information Services (LIS) JOB DESCRIPTION 1. JOB TITLE: Information Security Officer 2. HRMS REFERENCE NUMBER: HRMS/13152 3. ROLE CODE: FINCIO 4. DEPARTMENT: Learning and Information Services (LIS) 5. ORGANISATION CHART: The post

More information

Standard Job Description

Standard Job Description Standard Job Description Job Title General Description Technical Helpdesk Assistant To support customers in the configuration and use of the company s software products. To assist in the promotion of the

More information

Accountant. Applications are invited for the position of Accountant for UCL Consultants Ltd.

Accountant. Applications are invited for the position of Accountant for UCL Consultants Ltd. Accountant Applications are invited for the position of Accountant for UCL Consultants Ltd. The following application information is enclosed: 1. Information on UCL Consultants & UCL 2. Job Description

More information

Deputy Head of Records

Deputy Head of Records University Offices Deputy Head of Records Academic Division (assigned to Student Registry) 1 Student Registry This role is within the Student Registry of the Academic Division. The Student Registry has

More information

JOB DESCRIPTION. Payroll Supervisor. Payroll Assistants

JOB DESCRIPTION. Payroll Supervisor. Payroll Assistants JOB DESCRIPTION 1. JOB TITLE: Payroll Supervisor 2. HRMS REFERENCE NUMBER: HRMS/12231 3. ROLE CODE: PAYSUP 4. DEPARTMENT: HRM and Payroll Services 5. ORGANISATION CHART: Payroll Manager Payroll Supervisor

More information

Information and Communication Technology (ICT) Corporate Services Head of ICT 40,338-45,656 a year

Information and Communication Technology (ICT) Corporate Services Head of ICT 40,338-45,656 a year JOB DESCRIPTION Job Title Department Division Reports to Salary Range ICT Digital Asset Management System (DAMS) Manager Information and Communication Technology (ICT) Corporate Services Head of ICT 40,338-45,656

More information

1. To ensure the College desktop virtual environment is appropriately configured to maintain security and optimal performance.

1. To ensure the College desktop virtual environment is appropriately configured to maintain security and optimal performance. JOB DESCRIPTION Job Title: Grade: Hours: Location: Department: Accountable to: Virtual Desktop Engineer Support Grade F 37 hours per week (pro-rata) Framwellgate Moor Campus ICT Job Purpose The holder

More information

Application Information Pack CRM Project Manager

Application Information Pack CRM Project Manager Application Information Pack CRM Project Manager Introduction to Girlguiding Thank you for your interest in the role of CRM Project Manager. This document provides information relating to the above vacancy

More information

INFORMATION TECHNOLOGY OFFICER Technical Systems

INFORMATION TECHNOLOGY OFFICER Technical Systems INFORMATION TECHNOLOGY OFFICER Technical Systems Permanent Full-Time Begin next year in a new job! Lifestyle opportunities On-going development opportunities Become part of an innovative and progressive

More information

61 Westminster Bridge Road, London, SE1 7HT Post holder may be required to work at other locations.

61 Westminster Bridge Road, London, SE1 7HT Post holder may be required to work at other locations. Job description Job Title: Location: Network Services Engineer 61 Westminster Bridge Road, London, SE1 7HT Post holder may be required to work at other locations. Grade: APT&C 34-37 Staff will normally

More information

Scomis Service Report Spring 2015 (1 January 2015 to 12 April 2015)

Scomis Service Report Spring 2015 (1 January 2015 to 12 April 2015) Scomis Service Report (1 January to 12 April ) Service Desk The Scomis Service Desk provides front-line telephone support for over 600 establishments. During the Service Desk received a total of 9,320

More information

Senior Legal Affairs Executive Company Commercial

Senior Legal Affairs Executive Company Commercial Senior Legal Affairs Executive Company Commercial Applications are invited for the position of Senior Legal Affairs Executive Company Commercial in the Business & Legal Affairs Section of UCL Business

More information

Cambridge Judge Business School Further particulars

Cambridge Judge Business School Further particulars Cambridge Judge Business School Further particulars JOB TITLE: REPORTS TO: SENIOR COMMUNICATIONS COORDINATOR (BRAND) HEAD OF CORPORATE COMMUNICATIONS & MARKETING Background The Senior Communications Coordinator

More information

JOB SPECIFICATION. Service Support Manager ORGANISATION CHART: JOB PURPOSE:

JOB SPECIFICATION. Service Support Manager ORGANISATION CHART: JOB PURPOSE: JOB SPECIFICATION JOB TITLE: GRADE: Service Support Manager SMP ORGANISATION CHART: JOB PURPOSE: Management responsibility for the Service Support within the Trust delivering an efficient and cost effective

More information

Senior Project Manager

Senior Project Manager Senior Project Manager Applications are invited for the position of a Senior Project Manager for UCL Consultants Ltd. The following application information is enclosed: 1. Information on UCL Consultants

More information

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

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

More information

Cambridge Judge Business School Further particulars

Cambridge Judge Business School Further particulars Cambridge Judge Business School Further particulars JOB TITLE: REPORTS TO: EMBA EXTERNAL RELATIONS MANAGER EMBA EXECUTIVE DIRECTOR Background The Executive MBA (EMBA) is a major teaching programme of Cambridge

More information

Islamic Relief Worldwide ICT Desktop Support Technician

Islamic Relief Worldwide ICT Desktop Support Technician Islamic Relief Worldwide ICT Desktop Support Technician BASE LOCATION: REPORTING TO: LINE MANAGEMENT RESPONSIBILITIES: Waterloo, London ICT Service Delivery None PURPOSE OF DIVISION: ICT is part of the

More information

Preamble. Worcester College, Oxford. Human Resources Advisor. Job description, February 2016. Human Resources Advisor / Payroll Administrator

Preamble. Worcester College, Oxford. Human Resources Advisor. Job description, February 2016. Human Resources Advisor / Payroll Administrator Worcester College, Oxford Human Resources Advisor Job description, February 2016 Job Title Human Resources Advisor / Payroll Administrator Grade Equivalent to the University of Oxford Salary Grade 5 Reports

More information

VACANCY AVAILABLE Chief Executive s Department

VACANCY AVAILABLE Chief Executive s Department VACANCY AVAILABLE Chief Executive s Department Senior ICT Officer (Infrastructure) Grade S.O. 2, SCP 30 36 ( 31,404-37,005) (starting salary is point 30-31,404) An exciting opportunity has arisen to assist

More information

Information Pack. Desktop Support Assistant. Contents

Information Pack. Desktop Support Assistant. Contents Information Pack Desktop Support Assistant Contents 1. Guidance notes for applicants 2. Job Description and person specification 3. Information for applicants Guidance Notes for Applicants Please complete

More information

Job Description- SQL Database Administrator

Job Description- SQL Database Administrator Job Description- SQL Database Administrator Main purpose of job: The SQL Database Administrator will be responsible for the provision of high quality IS support for existing database applications, developing

More information

Job Information Pack. Facilities Assistant Tower Hill, London. March 2014 ALZHEIMER S SOCIETY

Job Information Pack. Facilities Assistant Tower Hill, London. March 2014 ALZHEIMER S SOCIETY Job Information Pack Facilities Assistant Tower Hill, London March 2014 Alzheimer s Society, Devon House, 58 St Katharine s Way, London. Telephone +44 (0) 20 7423 3500. Fax 020 7423 3501 Email info@alzheimers.org.uk

More information

Application Information Pack Administrative Assistant Foxlease

Application Information Pack Administrative Assistant Foxlease Application Information Pack Administrative Assistant Foxlease Introduction to Girlguiding Thank you for your interest in the role of Administrative Assistant. This document provides information relating

More information

INFORMATION PACK FOR APPLICANTS FOR THE POST OF ECOMMERCE DIGITAL RETOUCHER

INFORMATION PACK FOR APPLICANTS FOR THE POST OF ECOMMERCE DIGITAL RETOUCHER INFORMATION PACK FOR APPLICANTS FOR THE POST OF ECOMMERCE DIGITAL RETOUCHER Information Pack for Recruitment FT Flexi-time Nottingham - January 2013 Paul Smith Ltd. Copyright Page 1 Job Description: Job

More information

Job Pack. Appointment of Investigators. Information for candidates. Job Description. Person Specification

Job Pack. Appointment of Investigators. Information for candidates. Job Description. Person Specification Job Pack Appointment of Investigators Information for candidates Job Description Person Specification Information for candidates Location 2 Marsham Street, Westminster. Please note that to work in this

More information

BUSINESS SERVICES ORGANISATION - INFORMATION TECHNOLOGY SERVICES. Band 4 ICT Technician JOB DESCRIPTION

BUSINESS SERVICES ORGANISATION - INFORMATION TECHNOLOGY SERVICES. Band 4 ICT Technician JOB DESCRIPTION BUSINESS SERVICES ORGANISATION - INFORMATION TECHNOLOGY SERVICES BAND 4 ICT Technician JOB DESCRIPTION POSTS: REPORTS TO: ACCOUNTABLE TO: LOCATION: BAND: Band 4 ICT Technician (a waiting list may also

More information

Application pack for the position of Internship people services/hr Systems

Application pack for the position of Internship people services/hr Systems Application pack for the position of Internship people services/hr Systems The closing date for application is noon on 31 st August 2014 Please note we do not accept CV s. Thank you for your interest in

More information

JOB DESCRIPTION. 4. DEPARTMENT: Primary Base: University Centre Shrewsbury (UCS) Secondary Base: Chester (University of Chester UoC)

JOB DESCRIPTION. 4. DEPARTMENT: Primary Base: University Centre Shrewsbury (UCS) Secondary Base: Chester (University of Chester UoC) JOB DESCRIPTION 1. JOB TITLE: LIS Assistant: Desktop and Audio-visual 2. HRMS REFERENCE NUMBER: HR15116 3. ROLE CODE: FINCITA 4. DEPARTMENT: Primary Base: University Centre Shrewsbury (UCS) Secondary Base:

More information

Band: 2. Job purpose. Main duties and responsibilities

Band: 2. Job purpose. Main duties and responsibilities Job title: Administrator Band: 2 Group: Work location: Responsible to: Resources Gloucester Business Support Manager Job purpose The post of Administrator will provide a full range of administrative support

More information

DEPARTMENT OF THE PREMIER AND CABINET

DEPARTMENT OF THE PREMIER AND CABINET DEPARTMENT OF THE PREMIER AND CABINET POSITION DESCRIPTION: TEAM LEADER, ICT SERVICE DESK (ASO5) ORGANISATIONAL CONTEXT Organisational Role As a leader in the public sector, we have a clear role to support

More information

Using the ITIL v3 lifecycle to improve existing and new IT service activities. The ability to understand the elements of the ITIL framework theory

Using the ITIL v3 lifecycle to improve existing and new IT service activities. The ability to understand the elements of the ITIL framework theory Job Description Job title: IT Service Management Coordinator Job family: IT Salary Grade: D2 Actual Salary: 24,661 Hours: 35 per week Main purpose of job: To provide continual improvement of IT services

More information

JOB DESCRIPTION. Point 29 ( 22,511 per annum) on the Sixth Form Colleges Support Staff Scale.

JOB DESCRIPTION. Point 29 ( 22,511 per annum) on the Sixth Form Colleges Support Staff Scale. JOB DESCRIPTION Post Title: Salary: Purpose: IT Support Team Leader Point 29 ( 22,511 per annum) on the Sixth Form Colleges Support Staff Scale. To work as part of a team to assist staff and students in

More information

GRADUATE INTERNSHIP - IT (Full-time - 11 Month Contract)

GRADUATE INTERNSHIP - IT (Full-time - 11 Month Contract) GRADUATE INTERNSHIP - IT (Full-time - 11 Month Contract) Page 2 Page 3 Page 6 Page 7 Page 8 Advertisement Job Description Person Specification Conditions of Service Summary and Staff Benefits Information

More information

JOB DESCRIPTION. Application Support Analyst

JOB DESCRIPTION. Application Support Analyst JOB DESCRIPTION JOB TITLE: Application Support SECTION: DEPARTMENT: DIVISION: RESPONSIBLE TO: ICT ICT Finance Head of ICT PARTICIPATING JOB HOLDER(S): APPROVED BY: JOB HOLDER(S): Nick Napier tbc HEAD OF

More information

Customer Hosted Service Description and Service Level

Customer Hosted Service Description and Service Level Customer Hosted Service Description and Service Level Customer Hosted service description and service level Copyright Egton Medical Information Systems Limited 2014 Controlled Document Version 8: 1 November

More information

Job description. Senior Direct Marketing Officer

Job description. Senior Direct Marketing Officer Job description Job title Department Responsible to Responsible for Salary Hours Based at Senior Direct Marketing Officer Fundraising Department Head of Public Fundraising No direct reports Starting salary

More information

** Applications received by close of business Friday, April 17, 2015 will be given priority consideration.

** Applications received by close of business Friday, April 17, 2015 will be given priority consideration. Position Announcement #15-07 March 23, 2015 UNITED STATES DISTRICT COURT Northern District of Illinois U.S. PROBATION OFFICE CAREER OPPORTUNITY FOR NETWORK SYSTEMS ENGINEER DUTY STATION: Chicago, Illinois

More information

2: HRMS REFERENCE NUMBER:

2: HRMS REFERENCE NUMBER: JOB DESCRIPTION 1. JOB TITLE: Helpdesk Supervisor 2: HRMS REFERENCE NUMBER: HRMS/HRMS13310 3. ROLE CODE: FINDACO 4. DEPARTMENT: Facilities Management 5. ORGANISATION CHART: Post will report to the Head

More information

October 2014 Page 1 of 5

October 2014 Page 1 of 5 ACORNS CHILDREN S HOSPICE TRUST JOB DESCRIPTION JOB TITLE: RESPONSIBLE TO: IT Service Desk Supervisor Head of IT RESPONSIBLE FOR: IT Database Administrators (2) LOCATION: Drakes Court JOB OUTLINE The IT

More information

MARKET RESEARCH OFFICER

MARKET RESEARCH OFFICER MARKET RESEARCH OFFICER JOB DETAILS - CONTENTS Page 2 Page 3 Page 5 Page 6 Page 7 Advertisement Job Description Person Specification Conditions of Service Summary and Staff Benefits Information on Trinity

More information

JOB DESCRIPTION. The role holder will be required to develop codes in response to on-going project development and evaluation.

JOB DESCRIPTION. The role holder will be required to develop codes in response to on-going project development and evaluation. JOB DESCRIPTION 1. JOB TITLE: Senior Web Developer 2: HRMS REFERENCE NUMBER: HR14144 3. ROLE CODE: WEBDEVHSC 4. DEPARTMENT: Health and Social Care 5. ORGANISATION CHART: Reports to the Head of Department

More information

Job Description. Triage, resolve or escalate support calls within agreed timescales using IT Service Management principles and logging systems.

Job Description. Triage, resolve or escalate support calls within agreed timescales using IT Service Management principles and logging systems. Job Description Job title: AV Support Technician Department/School: Computing Services (BUCS) Grade: 5 Location: University of Bath Job purpose Provide professional, effective, knowledgeable and rapid

More information

JOB DESCRIPTION. ICT Technician Team Leader. Grade: People supervised by this post: ICT Technicians

JOB DESCRIPTION. ICT Technician Team Leader. Grade: People supervised by this post: ICT Technicians JOB DESCRIPTION Post Title: ICT Technician Team Leader Grade: G Department: ICT Services Reports to: ICT Services Manager People supervised by this post: ICT Technicians Education is an ever-changing service

More information

JOB DESCRIPTION. 1. JOB TITLE: Senior Project Officer: CRM Business Relationship Management. 4. DEPARTMENT: Learning and Information Services (LIS)

JOB DESCRIPTION. 1. JOB TITLE: Senior Project Officer: CRM Business Relationship Management. 4. DEPARTMENT: Learning and Information Services (LIS) JOB DESCRIPTION 1. JOB TITLE: Senior Project Officer: CRM Business Relationship Management 2. HRMS REFERENCE NUMBER: HRMS/12234 3. ROLE CODE: SPOLIS 4. DEPARTMENT: Learning and Information Services (LIS)

More information

JOB DESCRIPTION Resident Liaison Officer

JOB DESCRIPTION Resident Liaison Officer JOB DESCRIPTION Resident Liaison Officer DIRECTORATE: Merlin Works DEPARTMENT: Contracting Services SALARY: 20,808 RESPONSIBLE TO: Contract Manager RESPONSIBLE FOR: N/A CONTACTS All staff within Merlin

More information

January 2016. Brand and Campaigns Executive: Information for Candidates

January 2016. Brand and Campaigns Executive: Information for Candidates January 2016 Brand and Campaigns Executive: Information for Candidates Thank you for expressing interest in the role of Brand and Campaigns Executive. We have compiled this information pack to tell you

More information

INFORMATION PACK FOR APPLICANTS FOR THE POST OF ECOMMERCE WHOLESALES SALES EXECUTIVE

INFORMATION PACK FOR APPLICANTS FOR THE POST OF ECOMMERCE WHOLESALES SALES EXECUTIVE INFORMATION PACK FOR APPLICANTS FOR THE POST OF ECOMMERCE WHOLESALES SALES EXECUTIVE Information Pack for Recruitment FT Flexi-time London - January 2013 Paul Smith Ltd. Copyright Page 1 Job Description:

More information

JOB DESCRIPTION. Head of Information and Communication Technology

JOB DESCRIPTION. Head of Information and Communication Technology JOB DESCRIPTION Job Title Reports to Management Responsibility Head of Information and Communication Technology Chief Operating Officer Senior IT Officer, IT Intern Grade & Level 2A.2 Department Description

More information