JOB DESCRIPTION. Principal Duties and Responsibilities

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1 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 Purpose: The purpose of this role is to contribute to the delivery of a world class IS Service Desk service to all Hanover colleagues, to enable the effective use of computing and communications systems. Location: Chippenham Office Principal Duties and Responsibilities Overview 1. To ensure that colleagues who use computing and communications systems receive a first rate support service and are consistently dealt with in a customer focused manner. 2. To carry out first line support & maintenance tasks in the following areas of technology: Desktop PCs, thin client devices and laptops Mobile phones, Blackberrys, data cards and PDAs Client software and applications Any technology that would be considered client rather than server. 3. To understand and work within the Information Technology Infrastructure Library (ITIL) best practice framework, particularly: Service Desk Management Incident Management Change Management Job Description

2 Key Tasks 1. Ensure all incidents raised with the IS Service Desk are correctly logged and managed through to conclusion. 2. Respond to customer enquiries and questions, ensuring that all queries are promptly and accurately logged and handled in line with established procedures. 3. Escalate unresolved incidents to 2nd line and 3 rd line IS support teams or external suppliers when necessary. 4. Monitor incidents to ensure that they are successfully resolved within agreed SLAs, and alert the IS Service Desk Team Leader to any incidents that are at risk of exceeding SLAs. 5. Contribute effectively to the establishment and maintenance of the departmental knowledge base ensuring that information is captured that will assist in improving responses and fix times. 6. Ensure all service requests and small-scale routine change requests are allocated appropriately and managed to conclusion. 7. Ensure customers are kept updated on progress of incidents and communicate service status to the relevant customers as required. 8. Assist with project work and the production of reports/documentation as required. 9. Maintain an awareness of the customer's evolving needs from the IS Service Desk and help to identify how these needs could be met. General 1. Establish, develop and maintain effective working relationships with all work colleagues to ensure an integrated contribution to the Hanover aims, values and mission. 2. Observe and comply with the policies, procedures, legislation, continuous improvement and good working practices adopted by Hanover. 3. To be aware of and to assist with the control of risks such as confidentiality, mis-use, fraud, theft and licencing. 4. Participate in learning and development activities that develop personal effectiveness and assist in improving performance in the role. 5. Maintain high levels of professionalism at all times and ensure equality of opportunity and valuing of diversity. Job Description

3 The post holder may be required to perform duties other than those given in the job description. The particular duties and responsibilities attached to posts may vary from time to time without changing the general character of the duties, or the level of responsibility entailed. Department Structure Job Description

4 Personal Specification JOB TITLE: IS Service Desk Trainee LOCATION: Chippenham PERSON SPECIFICATION: ESSENTIAL PREFERRED Knowledge and Experience Experience of working in a customer focussed service environment where telephone communications is a key element. Experience of working on an IT Service Desk taking first line calls and resolving technical problems. Experience of working in an ITIL best practice environment and working to formal processes & procedures. A basic understanding of the IS applications, systems and services supported. A basic technical knowledge of Microsoft operating systems and office products Basic knowledge of housing associations and sheltered housing. Abilities and Skills: Self motivated to provide excellent customer service and be of a helpful and friendly disposition. Good verbal and written communication skills with the ability to communicate maturely & effectively at all levels. Ability to use the telephone confidently with good listening, questioning and clarifying skills. Demonstrable IS skills with the ability to adopt an analytical and practical approach to technical issues. Methodical, organised, and flexible approach, with the ability to prioritise tasks effectively & work under pressure. Job Description

5 Ability to manage difficult situations, adopting a patient and empathetic attitude. Ability to work individually and as part of a team, plus always being supportive of the team and colleagues. Education, Qualifications, Specialist Training: Good Standard of general education or equivalent through relevant training / experience (NVQ). ISEB IT Infrastructure Library (ITIL) Foundation qualification. Service Desk Institute (SDI) Support Analyst qualification. Relevant Microsoft Certified Professional (MCP) qualification. Willingness to train further. Other Requirements: Ability to travel with overnight stays when required. Ability to work outside normal office hours, if required. Job Description