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

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1 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 to Acorns as the primary contact for all support incidents. The post holder will be the key contact for the investigation, management, and resolution of support incidents to agreed SLAs, and working within the IT team will contribute to the efficient delivery of the wider IT service. The post holder will be responsible for the management and resolution, or escalation, of support requests with Acorns IT practices and policies. They will work within the IT Team to contribute to the efficient delivery of the wider IT service. KEY RESPONSIBILITIES 1. To be the principal point of contact and have responsibility for IT support incidents. 2. To participate in the operational delivery of the IT service as required, specifically in relation to provision of a customer focused service to the 3. To assist in maintaining the integrity and security of the IT environment. 4. To provide operational assistance and support on IT related projects, changes and developments as identified. March 2016 Page 1 of 7

2 JOB SCOPE 1. Impact A deliverer of operational services to all levels and locations of the 2. Internal relationships - Trustees, staff and volunteers at all levels. 3. External relationships - Contracted support companies 4. Financial N/A 5. Employees Opportunities may arise to work alongside the Service Desk Supervisor providing guidance and support to staff, within the IT Team and the wider 6. Interns/ volunteers /apprentices May assist in task setting or monitoring under direction. KEY DUTIES Service Desk Activities 1. To act as the primary point of contact for the IT Service Desk 2. To take responsibility for investigating, managing and diagnosing all support incidents, ensuring they are prioritised, allocated and documented in accordance with procedures. 3. To resolve all first line support incidents with an emphasis on a first-time-fix basis, ensuring a standard approach is maintained. 4. To manage multiple support incidents within agreed SLA s. 5. To attend Acorns hospice and retail locations as required for support incident resolution. 6. Ensure that users receive regular and clear communication relating to their support incidents. 7. To escalate and monitor the progress of support incidents to second line or external support organisations as required ensuring regular updates are received and disseminated as required. 8. To undertake incident and problem investigation and assist in implementation of agreed actions / remedies as directed. 9. To assist in identifying, documenting and implementation of change requests. March 2016 Page 2 of 7

3 10. To assist in providing advice and guidance on the operational use of IT. 11. To assist in the measurement and monitoring of Service Desk performance and customer satisfaction, highlighting issues to the Service Desk Supervisor as required. Routine Activities 12. To undertake the installation, configuration, maintenance and disposal of IT assets as directed, including maintenance of IT asset inventories. 13. To carry out routine system and application administration including but not limited to user account management, patching, anti-virus updates, monitoring of system logs, and backups. 14. To follow, maintain, contribute and assist in the development of IT documentation, procedures and standards. 15. To assist in the research, testing and implementation of changes to the IT environment as directed. 16. To assist in the monitoring of IT / system performance and highlight issues or problems with security, systems, services or processes. 17. To carry out routine installation, configuration and maintenance of existing databases. 18. To provide basic administrative and operational support to the IT service as required. 19. Actively participate in the development and delivery of the wider IT service as requested. 20. To be aware of and escalate as appropriate Information Governance related incidents. Organisational Activities 21. Ensure compliance with Acorns policies for employment, equal opportunities, information security and health and safety. 22. To actively participate in organisational or external training as identified, including but not limited to Information Governance. 23. To fully contribute to developing and maintaining good working relationships within the department and the March 2016 Page 3 of 7

4 24. To recognise the needs and interests of Acorns children, young people and families in relation to IT and demonstrate discretion when working in care environments. 25. To maintain an awareness of organisational developments and how they may apply to the IT service. Personal Activities 26. To actively participate in Acorns Individual Performance Review process, and relevant personal / professional development as required. 27. To maintain an up to date knowledge of IT developments as they apply to the 28. To demonstrate professionalism, courtesy, respect and above all a customer focused approach to all work. March 2016 March 2016 Page 4 of 7

5 PERSON SPECIFICATION IT Service Desk Engineer CRITERIA ESSENTIAL DESIRABLE 1. Qualifications Level 4 qualification, or above in an IT/IT related subject e.g. A Level. Grade C or above in 5 GCSE s or equivalent, must include English and Maths. 2. Experience Recent extensive experience of providing 1 st line support in-person, over the phone and remotely across multiple locations / sites. Experience of supporting all levels of an organisation at an intermediate level. Experience of liaising with external support teams / organisations to an intermediate level. Significant experience of working with IT helpdesk / service desk / call-logging solutions to record, manage and resolve service desk tickets within SLAs and customer expectations. Significant experience of managing multiple support requests whilst continuing to monitor new requests. Experience of using and supporting modern Operating Systems including Windows (7 upwards), ios and Android to an advanced level. Extensive experience of installing, troubleshooting & supporting a range of hardware devices, (PC s, mobiles, tablets, printers, etc.) Experience of installing, troubleshooting, using and supporting Microsoft Office Standard Applications (Office 2007 upwards, Outlook, Word, Excel, PowerPoint, Publisher, One Note) to an advanced level. Experience of installing, troubleshooting and supporting operational software (e.g. financial applications, web based applications, CRMs, anti-virus, backup etc) to an intermediate level Experience of troubleshooting and diagnosing networking / connectivity issues at basic to intermediate level. Experience of performing system administration (Active Director user creation, deletion, security group changes, creating file shares, updating access rights) at an intermediate level. CompTI A+. Microsoft Office User Specialist (MOUS). Level 3 qualification in customer service or equivalent. ITIL foundation L3. Experience of working in a charitable or healthcare Experience in supporting retail EPOS systems. Eg Chariot Experience of delivering IT related training. Experience of group policy. Experience of WSUS. Understanding of Virtualisation technology. Experience of administering routine tasks in Exchange 2010 such as creation, deletion, security administration of mailboxes. Experience of using and supporting professional Office Products (Access, Skype). Experience of supporting VPN connections. March 2016 Page 5 of 7

6 PERSON SPECIFICATION IT Service Desk Engineer CRITERIA ESSENTIAL DESIRABLE 3. Skills and Knowledge 4. Personal Attributes / Abilities Logical and analytical approach to problem investigation and resolution. Ability to accurately record and update support requests with an appropriate level of detail such as priority, categorising and action logs. Strong general administrative, organisational and planning skills. Advanced knowledge of helpdesk / service desk processes and practices. Basic to intermediate knowledge and understanding of LAN s, WAN s, VPN s and common networking configuration and components. Good understanding of IT security principles and practices. Advanced knowledge of common hardware / software / problems. Strong troubleshooting and problem solving skills. Ability to demonstrate initiative and work both independently and within a team under general direction. Ability to multitask. Approachable and customer focused. Pleasant, confident and professional telephone manner. Ability to communicate technical knowledge to a non-technical audience in a clear and concise manner. Ability to demonstrate a methodical approach to work and respond to complex / non-routine task in a range of environments. Solution focused. Ability to manage conflicting work demands. Ability to work to agreed timescales and standards. Self-awareness and personal motivation. Demonstrate an appreciation for and understanding of how the role relates to the wider Ability to apply existing knowledge and skills to different systems and settings. Ability to manage own work load and prioritise effectively. Ability to work within planned deadlines. Knowledge or experience of NHS Information Governance Statement of Compliance. Knowledge or experience of VLAN s. Understanding of project management and related tools. Commitment to continuous professional development. Willingness to be flexible. 5. Other Valid UK Driving license with regular access to own transport. Willingness to occasionally work outside of agreed hours. March 2016 Page 6 of 7

7 TERMS AND CONDITIONS OF EMPLOYMENT POSITION: IT Service Desk Engineer REPORTING TO: IT Service Desk Supervisor LOCATION: Drakes Court SALARY: c 22, per annum NOTICE: 4 weeks HOURS: 37 hours per week. HOLIDAYS: 23 days + public holidays, rising to 27 after 3 years service PENSION: Organisation will pay 7.5% LIFE ASSURANCE: 2 x salary life assurance scheme March 2016 Page 7 of 7

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