ROCHDALE BOROUGH COUNCIL JOB DESCRIPTION

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1 ROCHDAL BOROUGH COUNCIL JOB DSCRIPTION DIRCTORAT: SRVIC: LOCATION: JOB TITL: Neighbourhoods Customers & ICT Floor 2, Number One Riverside ICT Desktop ngineer POST NUMBR: Grade: 5 Accountable to: Service Desk & Desktop Manager Accountable for: Hours of Duty: Any Special Conditions of Service: 37 hours The Authority operates a Smoke Free Policy for all its employees and applies to any building and associated grounds within in the immediate vicinity of the building which is wholly owned, leased or operated and occupied by R B C. The Service Desk has set hours (currently 8am to 8pm but this could be subject to change as it is based on the needs of the services ICT support) to cover this it operates a rota that means this post does not operate under a WLB scheme. This post will be expected to do 8 am starts with early finishes and late starts to accommodate a 6pm finish on a rota basis The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects staff to share this commitment. ORGANISATIONAL CHART Service Desk & Desktop Manager Team Lead Desktop Schools Desktop X 3 Desktop ngineer X 6

2 PURPOS AND OBJCTIVS OF TH JOB To provide a quality technical first and Second line service to all customers in accordance with best practise. To provide first and second line fault management and resolution services as part of the ICT Support team, providing support and advice to the Council ICT and Schools, and liaising with service providers. Liaise closely with infrastructure and applications teams. Control of Resources Personnel None. Financial None. quipment/materials Health/Safety/Welfare Responsibility for the safety and welfare of self and colleagues in accordance with the Health and Safety Policies of the Council. quality and Diversity To work in accordance with the Authority s Policy relating to the promotion of quality and Diversity. Training and Development The post holder will be responsible for assisting in the identification and undertaking of his/her own training and development requirements in accordance with the Council s Performance Management Framework. Relationships (Internal and xternal) Responsibilities The postholder must - (i) (ii) Perform his/her duties in accordance with Rochdale Council s quality and Diversity Policy. nsure that Rochdale Council s commitment to public service orientation and care of our customers is provided. Values and Behaviours Approach the job at all times using the values set out in the Rochdale Way: Valuing our people Focusing on customers Acting with integrity Using time and money wisely

3 Working together Always learning and improving Be aware of and apply the Rochdale Way behaviours at all times. Principal Duties 1. Supporting ICT systems and infrastructure in accordance with appropriate SLAs. 2. Assisting the customer with queries and problems relating to the use of ICT systems in accordance with appropriate SLAs by telephone, remotely, in writing and by site visits. 3. Provide technically accurate solutions to users and customers. 4. Keeping abreast of new developments in ICT and their likely effects on the systems used in the current environment. 5. To contribute to and actively participate in meetings in the relation to the role of the post. 6. Review impact and prioritisation of issues regularly. 7. Be aware of Service Level targets and monitor performance against them. 8. Maintain the accuracy of the Service Management Tool and related databases by updating new user information, relocations etc. 9. Maintain the accuracy of the Knowledgebase by updating existing articles and contributing new documentation where appropriate. 10. Asset management. Record and update the asset register in accordance to the process. nsure that Issue forms are completed and signed for this issue of all assets. 11. Liaise directly with external maintenance suppliers where they are dependent on call resolution them, update internal customers as incidents are resolved; update internal customers as RFCs are released into the production environment; liaise with other ICT technical staff to deliver service as per the service model. 12. Manage, prioritise and chase outstanding calls with appropriate staff within ICT and external suppliers. 13. Perform Desktop ngineer support, identifying root cause with strategic solutions to problem. 14. nsure that there is always a presence within the ICT Desktop team during supported hours. 15. Identify and document potential service improvements with Desktop team Leader in accordance with ITIL best practise. 16. Develop, update and create scripts for use on the Service Desk in accordance with ITIL best practise. 17. Deputise for the Desktop Team Leader when requested 18. Ability to recognise duties and tasks that can be moved from your area to the Service Desk or automation. 19. Perform all work in accordance with the written ICT standards and procedures.

4 20. Undertake duties that may at time-to-time be of temporary nature and outside the above duties as requested by Senior Management and being in the best interest of the service. 21. Visit VIP and homeworkers for installation of IT equipment, assessments or fault resolution 22. To train new staff and help develop Secondary Duties Work on the IT helpdesk on a rota basis taking phone calls and resolving incidents as necessary Promptly unpack equipment and either dispose or recycle packaging and keep all areas free of rubbish. To participate in Council programmes of in-service training as a trainee and when required as a trainer facilitator. To undertake such other duties and responsibilities of an equivalent nature as may be determined from time to time by the Head of Service (or nominated representative) in consultation with the postholder (and if he/she so wishes, with his/her Trade Union representative). Job Description prepared by Agreed by Postholder Supervisor Head of Service

5 Rochdale Borough Council Person Specification Directorate : Neighbourhoods Post: ICT Desktop ngineer Service : Customers & ICT Post Number : Job Ref: C16114 Grade: 5 Note to Applicants: The ssential Criteria are the qualifications, experience, skills or knowledge you MUST SHOW YOU HAV to be considered for the job. The How Identified column shows how the Council will obtain the necessary information about you. If the How Identified column says the Application Form next to an ssential Criteria you MUST include in your application enough information to show how you meet this criteria. You should include examples from your paid or voluntary work. The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects staff to share this commitment. Criteria Filter Questions ssential () or Desirable (D) How Identified: AF Application Form I Interview A Assessment (a) Special Working Conditions 2 Are you able to work on a rota basis 8am to 8pm 3 Do you hold a current driving Licence (b) Qualifications and xperience 1 Using examples please detail your experience of working within a multi-tenanted, KPI/SLA driven technical Desktop Team. 2 What is your experience of working in an IT customer service environment 3 What is your experience of Microsoft operating systems and relevant platforms as Microsoft xchange, SCCM, MS Lync Server 4 What is your experience of Mobile technologies ( Blackberry and Windows Phones) 5 What is your experience of performing software and hardware upgrades as necessary. (c) Skills and Knowledge 6 Please give details of your knowledge of hardware and systems software installation and support. 7 Please can you demonstrate good problem solving aptitude and skills with a positive analytical attitude to support process and performance improvement. 8 How would you manage to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available. 9 Please tell us about your ability to build desktop, laptops and tablets to agreed standards. 10 Please demonstrate your knowledge of PC and Laptop hardware components and peripherals. 11 Please demonstrate your knowledge of standard systems and business applications e.g. Microsoft Office suites, popular web browsers, Microsoft xchange clients, Citrix and active directory and Outlook. 12 Please demonstrate excellent communication skills - both written and oral Ability to write and produce technical documentation with the ability to relate to employees, departmental staff, third party suppliers of goods/services, elected members of the Council and management at all levels and users with varying degrees of technical knowledge. 13 Please tell us about your personal organisation skills, time

6 management, prioritise tasks and work schedule 14 Please detail your ability to take ownership of each incident and RFC assigned and reported to them until its resolution or release to the production environment. 15 Please detail your ability to take ownership of their own personal/professional development. 16 Using examples please tell us about your ability to deal sensitively and tactfully with all situations; taking control of difficult situations and using assertiveness skills where appropriate whilst remaining polite and courteous. 17 What is your understanding and knowledge of network devices and design (LAN, WAN, WiFi) patching. (d) Behaviours and Values 1 Approach the job at all times using the values set out in the Rochdale Way: Valuing our people Focusing on customers Acting with integrity Using time and money wisely Working together Always learning and improving Please confirm you are willing to adhere to these values and behaviours. 2 If applying as part of the Armed Forces Scheme: Please confirm your last long term employer was the Armed Forces. D 3 If applying as part of the Armed Forces Scheme: Please confirm you have been looking for a job for 6-24 months since you left the Armed Forces. D

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