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

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1 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: You will provide technical support and assistance to the users of the Universities IT services providing first-line and second-line support and excellent customer service at all times. Acting as the first point of contact for the ITMS department. via Telephone, , Helpdesk Software solutions and Social Media. Main duties and responsibilities: 1. To provide excellent customer service to users of the IT Service Desk and the ITMS department as a whole 2. Act as a single point of contact for phone, s and self-service portal requests regarding IT issues and queries providing 1st and 2nd line support. This will involve - troubleshooting IT related problems from in-house software, systems and hardware, such as PCs, laptops, mobile devices. 3. To ensure that all reported problems and requests are followed up on a timely basis and that customers/users are kept informed at all times of the status of their issue/request. 4. Ensure that accurate user and request information is accurately recorded in the Footprints (service management system), and that the work log is regularly updated and maintained with pertinent information for resolving requests. 5. To assess more complex issues and prioritise and escalate them to the appropriate support team or individual having ensured all relevant information has been recorded. 6. Ensure that IT Services resources, equipment and premises are maintained in a safe and operable manner and to take responsibility for reporting any faults. 7. Regularly check the Open Access Computer Suites and other designated areas by reporting PC faults and Health and Safety issues, and also taking responsibility for

2 overall tidiness of the area and general IT support, such as changing toner cartridges, and resolving simple problems like paper jams 8. Deal with network accounts queries, and using basic Active Directory management software to create user accounts, reset passwords and unlock user accounts 9. Assist colleagues from other ITMS Support teams where required in transporting and setting up equipment and troubleshooting when necessary and generally assisting with their daily support duties. 10. Cover for any colleagues duties as required within the ITMS dept. with the appropriate training/support. 11. Undertake other duties that may be reasonably required of the post Organisation chart:

3 Person Specification The Person Specification focuses on the knowledge, skills, experience and qualifications required to undertake the role effectively. Please ensure that your application demonstrates how you meet the essential criteria. You will be assessed by your completed application form (A), at interview (I) and in some instances through an exercise (E). Requirements Essential Measured by: Education and Qualifications GCSE s grade A-C including in English or equivalent experience Knowledge and skills Ability to act as first point of contact, to deal with network account queries, i.e. re-set passwords and user accounts. A E Able to support colleagues in the setting up of equipment across the University, plus cover for colleagues in their absence. IT skills and awareness including knowledge of hardware such as work stations, laptops, ipad's etc. plus be proficient in the use of MS Word, Excel and Outlook. The ability to progress customer queries in a timely manner. Accurately input data and maintain the work logs containing user request information via the University footprints service (service management system). E E Recognise and prioritise more complex issues, and signpost to the relevant senior team. You will be a self-motivated achiever who works well under pressure and gains satisfaction from providing excellent customer service. Takes the initiative to make decisions with the customer that are in line with standard procedures.

4 Works well as a member of a team but also takes a flexible approach to taking on a wide range of tasks and using a broad range of skills in a fast changing environment. Work experience Previous experience in customer-focused service team. Experience of using a range of technologies and software including a call logging system or a service desk solution database. Managerial skills (all managers) Not Applicable Communication skills Excellent Oral communication skills whether face to face or on the phone with a high level of literacy and interpersonal skills. Ability to relay technical information to nontechnical people Ability to write professional and concise s and similar communications E Other requirements The role may require setting up equipment and moving IT equipment in various sites across the university e.g. Office moves Ensure the importance of maintaining confidentiality at all times Ability to deal with staff/students in a sensitive manner, i.e. the loss of important data which may cause great upset and frustration. Desirable An understanding of Networking E

5 Additional Information Salary range: 21,949-24,791 p.a. Inclusive of London Weighting Allowance. The appointment is usually made at the bottom of the range The appointment is offered on a permanent basis, subject to satisfactory references. The annual leave entitlement is 25 days p.a., additionally there are 3 4 days when the university closes for Christmas Your normal hours of work will be 35 hours per week, plus a lunch break of one hour each day Job description prepared by: Toby Beehan, IT Operations Manager Date: 24/10/2014

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