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

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1 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 to 180+ internal users, and 600+ external users. The postholder will provide 1st and 2nd line support to customers, assisting them with hardware, software and facilities incidents and service requests via phone, or onsite. s a member of the Service Desk team, the postholder will take ownership of and manage to resolution all incidents and requests. Main duties and responsibilities To provide IT technical support either by phone, remotely or onsite, adhering to Service Desk processes and service management principles, escalating to and liaising with other IMI groups or suppliers as appropriate. To configure, install, support and maintain IT hardware and software - PCs, laptops, desk and mobile phones, printer/copiers, Windows operating systems, applications software, mobile broadband cards etc. To support users of our standard computer equipment by providing necessary training and advice on using and connecting to Q systems. To support and advise external users on connectivity for and use of Q systems regardless of operating system and platform. Create, modify and manage ctive Directory, and other accounts and permissions, ensuring that all necessary approvals are gained, and that information security is safeguarded at all times. To manage, administer and configure Sharepoint requests for change. To log, prioritise and categorise all requests for assistance, keep the service management tool updated with all investigation and resolution activities, and to actively contribute to the maintenance of our Knowledge Base. Take an active role in delivering Service Desk starter and leaver processes including liaising with line managers to discuss equipment and desk requirements. 1

2 Carry out training or inductions for new and existing staff on use of our standard equipment and services. dvise on and prepare user and procedural Service Desk documentation. To actively maintain the integrity of the configuration database, ensuring that all asset movements are recorded throughout the asset's lifecycle. To periodically assist the Facilities Manager with office moves. To support the Facilities Manager in managing room layout requirements, and providing audio visual and teleconferencing services for Q meeting rooms in Gloucester, London, Glasgow and Cardiff. In a rapidly changing environment, update knowledge/skills and maintain awareness of current developments concerning technology, end user devices and systems in general. General duties and responsibilities Take part in meetings as a team member and actively share experience, knowledge and solutions with colleagues. Exercise absolute integrity in respect of confidential matters. Promote equality and diversity and implement the Q s Equal Opportunities policy. Comply with Health & Safety policy and procedures at all times in the workplace. Take an active part in the performance review process and required training. Maintain records management systems in accordance with Q policy. dhere to Q s values of integrity, professionalism, accountability, openness and independence. Carry out the duties and responsibilities of the post at all times in compliance with all of Q's policies and legislative requirements. The duties and responsibilities in this job description are not exclusive or exhaustive and the postholder will be required to complete such duties as may reasonably be expected within the scope and grade of the post. Key contacts The role will have contact with colleagues at a variety of levels both internally and externally. 2

3 Q is an ever-changing organisation and all colleagues are expected to participate constructively in Q activities and to adopt a flexible approach to their work. The job description will be reviewed regularly and will be varied in the light of the organisational needs of Q. The job description sets out the main duties of the post at the date when it was drawn up. The duties may vary from time to time without changing the general character of the post or the level of responsibility entailed. Such variations are a common occurrence. 3

4 Person Specification ttributes Criteria * How measured Experience Qualifications and training Knowledge, skills and abilities Job circumstances Essential Relevant Service Desk support experience, dealing with telephone enquiries, performing investigation and diagnosis and giving guidance on technical problems Experience of IT system support - covering hands-on experience of supporting operating systems, software and hardware Experience using and troubleshooting Microsoft Office applications Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation) Some experience of networking, mobile telephony and mobile device management Desirable Practical experience of automated software installs Essential GCSE Grade C or equivalent in Maths and English Desirable Microsoft Certified Professional certification Certificate in IT service management (ITIL) Essential Excellent telephone manner and customer service skills, face to face and written communication skills with an ability to effectively communicate with colleagues and visitors at all levels good working knowledge of ctive Directory, Exchange System Manager, and a good understanding of network IP connectivity/infrastructure good knowledge of Microsoft products with emphasis on Windows desktop technologies ble to use , spreadsheets and databases effectively Good organisation skills, with an ability to work unsupervised but also able to seek advice when needed bility to work as part of a team Good understanding of PC set-up and configuration Desirable professional awareness of technical developments in computer hardware, software and networking wareness of incident and configuration management principles, E, E, E The role is largely based in our Gloucester office but occasionally you will be required to work from one of our regional offices. * : application form, I: interview, E: exercise November

5 dditional information relating to the post The Quality ssurance gency for Higher Education holds an Investors in People Silver ward for its performance as an employer. Key information about working with us is provided below. More details are given in our information booklet. See also and Hours of work Hours of work will be 35 per week Q s normal business hours are 0900 until 1700, Monday to Friday, with one hour for lunch. The post holder will be required to work a seven hour day between the hours of 8:00 and 18:00. Core hours are 9:00 to 17:00. Salary This role is at Band 3, with salary starting at 20,808. In exceptional circumstances, depending on experience, skills and knowledge, the appointment salary may be higher than 20,808, up to 22,107. Band 3 extends up to 25,984 and progression through the band will be linked to an individual s performance and contribution to Q. nnual Leave Staff are entitled to all public holidays with an additional six days (five days at Christmas and one day after Easter Monday), together with a full-time annual leave allowance of 25 days, rising to 28 days after two years and 30 days after five years. Probationary period and notice ppointments are normally subject to a six-month probationary period, with one months' notice required on either side. References and medical clearance ll appointments are subject to satisfactory reference(s) and medical checks. You will be required to complete a medical assessment form before your appointment is confirmed. If you are shortlisted we will normally contact your referee(s) without advising you in advance. When giving details of referee(s), please ensure you supply an address and daytime telephone number, to avoid any delay in processing your application. Right to work in the UK You need to have the right to work in the UK. Your appointment will be subject to UK Visa and Immigrations requirements: https://www.gov.uk/browse/visas-immigration/work-visas. Terms and conditions ppointments are subject to Q s Terms and Conditions of Employment. Pensions Membership of Q s contributory pension scheme, the Superannuation rrangements of the University of London (SUL) is available. Q employees join the Career verage Revalued Earnings (CRE) section. Q will currently contribute 13 per cent. Employee contributions are currently set at six per cent. Travel to work Car parking is not provided for staff. Gloucester has public car parks and a Park and Ride scheme. Our Gloucester office is within easy walking distance of the bus and railway stations, and also has a bike store and changing facilities. Our London and Cardiff offices are readily 5

6 accessible by public transport, and our Glasgow office is within a convenient walk of Glasgow Central railway station. Equal opportunities Q is committed to a comprehensive policy of equal opportunities in employment. Individuals are selected solely on the basis of their relevant merits and abilities, and all staff enjoy equal opportunities within the organisation. pplication procedure and interview information pplications should be received by Tuesday 13 January 2015 at midday. Late applications will not be accepted. pplicants should forward the completed application form and equal opportunities monitoring form to Interviews will be held on Tuesday 20 January Data Protection ct (1998) The information contained within your application is being requested by Q to make employment decisions and meet statutory obligations. ny information provided in this context will be treated confidentially and used only by manager(s) and Human Resources during the course of your employment. 6

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