1.1 In consultation with management, to identify against business objectives, issues of self-development and training.

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1 London Fire Brigade is run by the London Fire and Emergency Planning Authority Fire Our vision To be a world class fire and rescue service for London, Londoners and visitors. Job Description JOB TITLE : PROBLEM ANALYST EMPLOYER : LONDON FIRE AND EMERGENCY PLANNING AUTHORITY GRADE : FRS D DIRECTORATE : CORPORATE SERVICES DEPARTMENT : INFORMATION & COMMUNICATIONS TECHNOLOGY LOCATION : LFB HEADQUARTERS,169 UNION STREET, SE1 0LL RESPONSIBLE TO : PROBLEM MANAGER (GRADE: FRS E) STAFF RESPONSIBLE FOR : (NONE) HOW THIS JOB CONTRIBUTES TO OUR VISION As a key support service, the delivery of high quality IT services is crucial to the efficient, effective and economic achievement of the Brigade's key purpose. In particular, IT systems that provide operationally critical functions and the technical infrastructure that supports them have a direct bearing on the Brigade s ability to provide efficient fire-fighting, rescue and statutory and community fire safety services to the people of London. MAIN PURPOSE OF JOB To provide quality 2nd Level Support to the Brigade s ICT User Community, covering the main Brigade operating systems and software applications within agreed timescales and service levels, escalating to other support groups or external contractors if required.. To assist the Problem Manager in the analysis and investigation of problems affecting the Brigade s infrastructure. To contribute to, in conjunction with the technical design group, ICT projects as directed by the Problem Manager and technical design authority. MAIN DUTIES AND RESPONSIBILITIES 1. People 1.1 In consultation with management, to identify against business objectives, issues of self-development and training. 1.2 To carry out the duties of the post in line with the Brigade's agreed policies in particular its Equality Strategy; Absence Control policy and Health and Safety policy and to ensure compliance with these policies within the Team. 1.3 To conduct business in an efficient, effective and economic manner at all times to secure Value for Money in the provision of services. 2. Infrastructure Support, Administration and Development 2.1 To establish and maintain a well developed understanding of the Brigade s infrastructure environment, ensuring the effective support of all electronic communications systems and desktop and data

2 management systems 2.2 To carry out support and administration activities in relation to the Brigade s infrastructure environment, to ensure effective operation and support, ensuring that these tasks are done in accordance with supplier s recommendations and the Brigade s procedures, with minimum supervision. Activities to include: Standard server operating tasks Proactively monitoring server status and performing server maintenance Dealing with exception and error conditions Managing corporate back-ups, restores and assisting with disaster recovery procedures Carry out the investigation of incidents and problems and undertake remedial action. Developing desktop and server software in conjunction with the technical design group and the business solutions group Raising and executing requests for change as required ensuring compliance with change control procedures Managing and developing shared directory structures, file permissions and policies through the Brigade s document management systems Assisting with collecting, analysing and reporting performance data, capacity planning and system tuning Maintaining safeguards to all central systems to prevent loss of data Ensure all technical documentation relating to problem analysis and 2nd level support are kept up to date 3. Customer Support and Service Delivery 3.1 To be customer-orientated and ensure that high value is placed on the views, needs and requirements of clients, providing measurable customer satisfaction. 3.2 To provide 2 nd Level Support and advice on the Brigade s desktop/server, receiving calls escalated by the 1 st Level Support, analysing them, resolving them where possible and advising on resolution within prescribed timescales. 3.3 To arrange for the provision on a regular basis of prescribed management information for management and other senior users. This requires the collection/coordination, analysis and verification of management information from various sources, notably call logging and ICT inventory information, performance data from external suppliers service delivery/satisfaction evidence from ICT managers and customers. 3.4 To monitor personal performance against both Operational Level and Service Level agreements to ensure that a high level of service is maintained and to allow for personal development. 3.5 To keep up to date with relevant developments and changes in Information Technology, particularly relating to the Brigade s server environment products and technology. 3.6 To operate all the Service Management systems, notably the incident logging and escalation system and the Brigade s Configuration Management Database, and to assist the Problem Manager, where applicable with the development and maintenance of these systems. 3.7 To provide advice regarding software and hardware purchases and assist in their testing and evaluation. 4. Problem Management 4.1 To assist the Problem Manager in root cause analysis of outstanding problems and with the development of workarounds and solutions to resolve these issues. 4.2 To proactively monitor incidents escalated to 2 nd Level Support and to carry out trend analysis in order to identify potential problems for investigation.

3 4.3 To populate and manage the known error database. 5. Working with other ICT Support Groups 5.1 To ensure that, where necessary, jobs are escalated to other ICT Support Bodies within agreed timescales ensuring that management are kept informed of any exceptions. 5.2 To work closely with the Business Engagement Group to ensure that efficient support is given to the authorities business systems 6. General 6.1 To ensure that the duties of the post are carried out with due regard to the provisions of the Data Protection Act and Computer Misuse Act 6.2 To work as part of a team, varying attendance hours to ensure cover during agreed service times as required. Note : In addition to the duties set out above you may from time to time be required to undertake extra duties necessary to meet the needs of the Brigade. Such duties to be commensurate with the responsibilities and grading of the post. Date: 02 February 2010

4 SELECTION CRITERIA FOR: PROBLEM ANALYST GRADE: FRS D 1. EXPERIENCE 1.1 Extensive experience of supporting users as part of an IT Support Team for a large multisite Organisation and across a wide range of industry standard technologies. 1.2 Extensive experience of working on own initiative and flexibility as part of a team. 1.3 Experience of undertaking project work and seeing it though to a successful conclusion. 1.4 Extensive experience of contributing to and operating under standards, procedures and methods. 2. SKILLS 2.1 Proven ability to establish effective working relationships with customers, internal groups and third parties. 2.2 Proven ability to research and apply technical information quickly to resolve issues within the IT infrastructure in a timely fashion. 2.3 Proven ability to mentor junior members of staff and provide on the job training to colleagues on technical matters and procedures. 2.4 Excellent oral and written communication skills including the ability to relate complex technical matters using language that can be understood by non-technical staff both verbally and in written form. 2.5 Excellent organisational skills, in order to identify and respond to changing priorities, to ensure deadlines are met and that required support resources are dispatched efficiently and without delay. 2.6 Good analytical and diagnostic skills in order to resolve complex technical issues and to interpret and manage data 2.7 Ability to apply diagnostic reasoning to complex technical matters in order to ascertain the root cause of an issue and formulate an appropriate response. 3. KNOWLEDGE 3.1 In order to effectively deliver support and advice on the Brigade s infrastructure environment the following criteria apply. Thorough knowledge and real-world support experience utilising: Thin Client Technology (Citrix and Windows Terminal Services) Microsoft Windows XP, Windows Vista and Windows 7 Microsoft Windows 2003 / 2008 Server Microsoft Sharepoint 2007 Microsoft Exchange 2003 Microsoft Office 2003 / 2007 Microsoft IIS Symantec Backup Exec 12.5 Blackberry Enterprise Server 4.1 / 5.0 Active Directory DNS / DHCP Configuration File and Print Server Management Anti-Virus and Operating System Update Deployments Internet and other TCP/IP Technologies RSA Secured Remote Access

5 Remote Server Management (RDP, VNC etc) IT Infrastructure Library v3 standards and methodologies (minimum of foundation experience expected) Good knowledge and some support experience utilising: Microsoft SQL Server 2005 VMWare 3.5 / 4.0 Group Policy Management and Creation Scripting technologies (e.g. VB / Powershell) Client Build Management Some knowledge of: Microsoft BizTalk Storage Area Networks 3.2 An understanding of equalities issues and the ways in which best practice can be applied in the context of the duties and responsibilities of the post. 3.3 Understanding of responsibilities in respect of health and safety at work and the ability to implement and ensure compliance with the Authority's health and safety policy and all relevant legislation. Good working knowledge of Display Screen Equipment (DSE) regulations. 3.4 Understanding of the regulations governing the confidentiality and security of information held on computers and security of information held on computer systems. NOTE: These are the criteria against which your suitability for the post will be assessed. You must show clearly in your application how your experience, skills and knowledge meet each of the highlighted selection criteria or all if none are highlighted. If you do not address the relevant criteria on your application form it will not be possible to shortlist you. Please note that if shortlisted you will be required to address all criteria when interviewed. Date: 02 February 2010

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