How To Be An Itil Service Desk Manager

Transcription

1 Job Description Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: ER035 Salary: Grade LM1(Points 32-35) Commencing 31,006 with progression to 33,883 SUMMARY OF DUTIES AND RESPONSIBILITIES: 1. Lead, direct and manage the work of the ITSS Service Desk team in support of the College s corporate objectives and aspirations to be exceptional. 2. To lead, develop, motivate and manage the Service Desk Support team of staff with a focus on professional customer service and continual service improvement. REPORTS TO: ITSS Service Support Manager STAFF RESPONSIBILITIES FOR: Service Desk Analysts MAIN DUTIES: 1. Responsibility for the provision of the ITSS (IT Systems and Strategy) Service Desk with exceptional customer service and satisfaction. All incidents and requests are recorded and resolved in line with department service level standards. 2. Ensuring the recording and classifying support requests, prioritising initial support requests and providing first line telephone and remote support ensuring a courteous, timely and effective resolution of issues. 3. Responsibility and ownership of all incidents or service requests including tracking and progress chasing to conclusion in line with service level standards. 4. To provide a service which meets or exceeds the needs of a continually changing business, including evening and weekend cover, as needed. 5. Monitoring and management of customer satisfaction surveys, responding and gathering reports where necessary. 6. Manage communication of global incidents to end users as required. 7. Develop and manage a Service Catalogue defining all services provided. 8. Contribute to and further develop the Service Desk reporting tool (Footprints Reporting System)

2 9. Analyse trends in Service Desk activities with a view to establishing common trends and develop strategies to reduce future incidents and requests. 10. Analyse performance of Service Desk activities and documented resolutions, identify problem areas and develop solutions to enhance the quality of the service 11. Undertaking initial incident management to restore normal service operation as quickly as possible to minimise the adverse impact on College operations. 12. Escalation and ownership of support requests, communicating with and on behalf of the customer, providing appropriate monitoring and review of incidents, ensuring resolution within agreed timescales. 13. Work with external printer cartridge suppliers for the purchase and availability of printer consumables. 14. Work with the Quality department to develop and report on Customer Satisfaction Surveys. 15. Provide guidance to users in the use of application software and ICT hardware. 16. Provision of Service Level Standards reports to the ITSS Management team. 17. To provide effective supervision and direction together with the support and appraisal of all staff within the Service Desk team. 18. To provide documented one to one support to the team on a regular basis. 19. Provision of regular meetings within the Service Desk team ensuring a forum for communication and discussion, together with a clear focus on customer service, customer satisfaction and continual service improvement. 20. To keep professionally up to date via training courses, user groups, seminars, workshops and the Internet in order to be informed of new developments in IT 21. Attending campus management and academic team meetings to represent the ITSS Service Support function. 22. Purchase goods and services in line with the college financial regulations, ensuring value and proper management of ITSS budget. 23. To ensure the consistent and controlled update of the Knowledge Base of both internal and external (customer) articles. 24. Work alongside the ITSS Service Support Manager to develop and review all Service Desk support procedures and processes in line with ITIL Service Management framework. 25. Work alongside the Desktop Services Manager ensuring support and maintenance contracts are in place. General 26. Co-operate in any staff development activities required to effectively carry out the duties of the post and to participate in College staff review and development schemes. 27. Compliance with all College policies and procedures. 28. Comply with all legislative and regulatory requirements.

3 29. To promote a positive image of the College. 30. Any other duties commensurate with the level of the post, which may be required from time to time. NOTES: Safeguarding Children and Vulnerable Adults Leeds City College has a statutory and moral duty to ensure that the College functions with a view to safeguarding and promoting the welfare of children and young people studying at the College. The post holder will be required to commit to the College child protection policy and promote a safe environment for children and young people learning within the College. All posts are subject to enhanced Criminal Records Bureau disclosure, however, having a criminal record will not necessarily bar you from working with us, this will depend on the nature of the position and the circumstances and background of your offences. Equal Opportunities and Diversity All employees of Leeds City College are required to promote equality of opportunity and diversity in all aspects of the job. Specifically the jobholder will be required to promote racial equality, and ensure that colleagues, students and other clients are treated with respect and are not subject to any form of discrimination. Health and Safety It is the responsibility of all employees to co-operate with the College management in meeting the objectives of providing a healthy and safe place of work. Therefore all staff must carry out their work with reasonable care for the health and safety of themselves and other people. Accidents or near misses must be reported and safe working procedures must always be followed. 1. Duties will inevitably develop and change as the work of the College changes to meet the needs of our service. Employees should therefore expect periodic variations to job descriptions, Leeds City College reserves this right. This job description will be supplemented on a regular basis by individual objectives derived from College strategies. 2. Where an applicant or existing employee is, or becomes, disabled (as defined by the DDA) and informs the College fully of their requirements, reasonable adjustments will be made to the job description wherever possible. GENERAL TERMS AND CONDITIONS OF POST Working Hours: 37 hours per week; Monday to Friday, there may a requirement to work evenings or on a weekend Probation Period: Ten Months subject to periodic reviews Special Conditions of the Post: Job Description Compiled By: Leeds City College Compilation Date: November 2011

4 Person Specification Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: ER035 Summary of Lead, direct and manage the work of the ITSS Service Desk Duties & team in support of the College s corporate objectives and Responsibilities: aspirations to be exceptional. To lead, develop, motivate and manage the Service Desk Support team of staff with a focus on professional customer service and continual service improvement. Qualifications & Attainments 1. Advanced level IT Service Management (ITSM) v3 Qualifications in relevant disciplines, or, proven experience in an ITIL environment service support management role 2. Supervisory qualification is desirable 3. Microsoft Certified Desktop Support Technician (MCDST) or equivalent MCITP qualification. Experience & Knowledge 4. Significant experience in the operational management of an IT Service Desk 5. Experience in the use of incident reporting, tracking, escalation and reporting within an IT ServiceDesk role 6. Configuration and support of a Microsoft Windows workstation environment 7. Comprehensive ITIL skills and experience 8. Excellent management skills providing clear direction and motivation 9. Experience of leading and motivating a group of staff towards a common goal 10. Ability to prioritise and work with a team to ensure IT requests are resolved in line with service level standards 11. Provision of and delivery of an exceptional customer focused IT service 12. Customer satisfaction in an IT support environment 13. Comprehensive knowledge, support and understanding of desktop computer operating systems and Microsoft/Adobe products 14. Configuration, installation and troubleshooting of computer application software (Microsoft Office, desktop printer systems, virus control, Internet) 15. Configuration of Windows OS (XP, Vista, Windows 7) 16. Experience of implementing and managing IT Service Desk software systems 17. Experience of 3 rd Party support contracts/systems 18. Understanding of good customer service, the principles of good customer service care and how to apply the principles with all customers 19. A good understanding of computer network technology 20. An understanding of computer server infrastructure including systems 21. An understanding of network printer management systems 22. A good understanding of an enterprise level Microsoft Active Directory 23. Understanding of legislation which could have an impact on this role

5 Competencies 24. Professional and Technical Knowledge Has full command and use of relevant professional / technical knowledge and job related skills 25. Organisational and Education sector knowledge Effective knowledge of the college and an appreciation of the wider educational issues 26. Interpersonal and Communication skills Relates effectively to others, both one to one and in teams 27. Influencing skills Takes effective action to affect the behaviour and decisions of others 28. Critical thinking Ability to make sense of complex issues, identify and solve problems 29. Self management and learning Values & Ethos 30. Commitment to the College s support and promotion of Equality and Diversity. 31. Committed to child protection and the promotion of a safe environment for children and young people to learn in. Personal Qualities 32. Strong leadership qualities 33. Ability to manage change in self and others 34. Flexibility 35. Creative and innovative 36. Innovative thinking 37. Aspirational thinking