HELPDESK TECHNICIAN IS DEPARTMENT

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1 HELPDESK TECHNICIAN IS DEPARTMENT Purpose As an important part of the Information Systems Infrastructure group, the Helpdesk Services team is the focal point for all ICT related incidents; requested and queries. The role s primary functions are to provide first and second line support for all applications, services, infrastructure and desktop support within the HPUK group. For full details, please refer to Job Description JD1143 Issue 1. Key Requirements Maintain full awareness of all systems, applications, network and server infrastructure procedures and processes in use within HPUK IT; Be the focal point for all IT related issues within HPUK for all systems; Maintain responsibility for full ownership of issue throughout lifecycle of incidents and requests; Provide a one stop shop service for equipment, including mobile phones, PDAs, terminals, printers and PC peripherals; Full objectives of the role are provided in the Job Description. Hours Etc Monday-Friday, 37.5 hours per week, covering the hours of 0800hrs-1800hrs. Membership of a Contributory Occupational Pension Scheme. Private healthcare cover. Generous holiday allowance. The salary is 31,214 per annum. More information Completed application forms should be sent to Anita McNicol, HR Service Centre, Ashley House, Port of Felixstowe, Felixstowe, Suffolk, IP11 3SY. Closing date for completed applications is 28 th March 2013 at 1700hrs. Closing date: 28 th March 2013 Reference: 8563

2 HELPDESK TECHNICIAN IS DEPARTMENT What is the role? The role s primary functions are to provide first and second line support for all applications, services, infrastructure and desktop support within the HPUK group. For full details, please refer to the Job Description. Who are you looking for? The successful applicant will: Have good experience of working in an IT support role; Have broad knowledge of Microsoft Windows desktop operating systems, Microsoft Office products including Active Directory and a good understanding of PC architecture (i.e. a broad range to cover systems, networks and infrastructure); Have a keen desire to learn new technologies and provide excellent first and second line support; Have good interpersonal skills, with a passion for providing excellent customer service; Have excellent team working skills and the desire to help and assist others; Have the desire to continual self-development to enable service improvements; Be determined to deliver excellent customer service; Be prepared to undertake full ownership for customer services delivered; Have two A Levels, or equivalent experience within an IT organisation in a similar role; Hold a full UK driving; A degree or computing related subject is also desirable. What do I need to do? Download a Vacancy Application form from the Intranet and complete it in full. Use the Supporting Information page to really sell yourself and tell us about how you meet or could achieve the job requirements - if you can provide specific examples we are more likely to invite you for interview: Good Luck with your application! Closing date: 28 th March 2013 Reference: 8563

3 JD1143 Issue 1 October 2012 Helpdesk Technician Job Summary Responsible To Job Purpose Description of Duties Primary Functional Objectives of the Role Primary Line / Performance Management Objectives of the Role Primary Leadership Objectives of the Role Responsibilities for: People Assets Finance Helpdesk Co-ordinator To provide front-line Helpdesk support for all applications, services, infrastructure and desktop support within HPUK acting as a focal point for all ICT related incidents, requests and queries. Maintain full awareness of all systems, applications, network and server infrastructure procedures and processes in use within HPUK IT. Be the focal point for all IT related issues within HPUK for all systems and work to achieve an 80% first contact fix. Provide a professional and courteous service to internal and external customers via telephone, or in person. Raise and manage faults and requests for service via call logging system. Maintain responsibility and full ownership of issue throughout lifecycle of incidents and requests. Provide a one stop shop service for equipment, including mobile phones, PDAs, terminals, printers, PC peripherals. Maintain user administration: processing starters, leavers, changes and all other general user/account management via Active Roles Server Install and distribute software in line with license agreements and HPUK policies and procedures Maintain records of all software installations and recoveries. Build, configure, maintain and install PC s and peripheral equipment to HPUK standard configuration and to maintain, diagnose and take remedial action in the event of a failure. Perform asset management, ensuring a sufficient level of spares stock and full tracking of equipment issued as well as maintaining ISD records Perform administration function for Port critical systems, such as CHARTS and Destin8 Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement. Provide access to second line support whilst maintaining ownership and responsibility of issue. Responding to customer surveys to ensure continual improvement in service. Provide ad hoc cover for Helpdesk Systems Operators as required. Ensuring high customer service is delivered on a consistent basis. Deliver consistent Helpdesk and desktop services to meet and often exceed customers expectations and agrees SLA s No direct responsibility for staff but requires ability to coerce and motivate others to achieve goals. No direct responsibility for people but ability to work as part of a team to work towards a common goal or to take the lead role in a project directing the efforts of others where necessary. Ability to work alone without instruction on projects or faults for extended period of time. Records must be kept up to date. Any equipment requiring repair must be dispatched to third parties accordingly and correctly managed. Responsible for the support of all PCs and software. To work closely with the Helpdesk Co-ordinator to create cost effective solutions based on Total Cost of Ownership (TCO). 1 of 3 Oct 2010

4 JD1143 Issue 1 October 2012 Helpdesk Technician Decision Making Communications Experience & Knowledge To evaluate and make recommendations regarding both hardware and software solutions taking into consideration cost and operational implications ensuring all installations are correctly licensed. Must be capable of taking action on own initiative in order to achieve prompt fixes when working on faults. Provide advice and guidance to customers on a wide range of desktop related issues including selection of appropriate technical solutions and identifying new technologies to meet the needs of our customers. This will require the job holder to make decisions based on a number of options in order to identify the best solution for both HPUK and customer. Incorrect decision could result in loss of key data and inefficiencies arising across the business. As part of a 24 x 7 on call the job holder must be capable of responding quickly and efficiently at all times whilst on call. Working in a customer facing role regular contact with internal and external customers as part of Helpdesk role. Able to communicate with all levels of management, colleagues and third parties with regards to issues arising and work required to rectify these. Must be able to express themselves clearly and concisely both verbally and in written form. Minimum 1 years experience working in an IT support role to allow basic competency in post. Complexity of knowledge will increase with experience. A good knowledge of Microsoft Windows desktop operating systems, Microsoft Office products including Active Directory and a good understanding of PC architecture. Experience of working in a large IT department and supporting a wide range of equipment across a wide installation desirable. A keen desire to learn new technologies and provide excellent first and second line support is essential. Qualifications Minimum 5 GCSE s including Maths and science plus 2 A levels or equivalent experience within an IT organisation in a similar role. Degree in computing or related subject would be desirable Full UK driving licence. Mental Demands Need to concentrate a frequent basis although work patterns will be unpredictable. Working under pressure requiring long periods of concentration in the event of a system down. Must be focused on providing an excellent level of service to all customers. A high level of adaptability is required in order to switch between Helpdesk and second line support role. Full ownership and responsibilities of issues through to resolution. Physical Demands Most work is desk-based and involves lengthy periods of keyboard-related activity. Replacement and movement of computer equipment is also required, involving a moderate level of physical exertion. Health & Safety (exposure to risk) The role is primarily office based, however travel around the Port terminals carries an element of risk as does visiting non-office areas such as IT comms rooms and computer rooms. All risks have been evaluated as part of the risk assessment process and exposure to hazards are kept to minimum 2 of 3 Oct 2010

5 JD1143 Issue 1 October 2012 Helpdesk Technician Authorised by: Manager s name: Signature: Date: Accepted by: Job Holder s name: Signature: Date: 3 of 3 Oct 2010

6 Please complete in BLOCK CAPITALS and answer all questions as fully as possible, tick boxes where appropriate. All information will be treated in confidence. You may wish to attach a Curriculum Vitae to accompany your application form, but this will not in any way replace the information you provide on this form. Please note that in line with the requirements of the Road Traffic Act 1988 a minimum age of 21 is applied to all quayside vacancies Position applied for: Helpdesk Technician Where did you hear about this vacancy? Vacancy reference: 8563 Title: Surname: First Name(s): Home Tel: Mobile: Work Tel: Address: Personal Details Address: Postcode: May we contact you at work? Yes No Do you have a full UK Driving Licence? Yes No Do you have your own transport? Yes No Do you hold any driving licences other than your motorcar licence? Yes No If yes, please give details: Do you have any licence endorsements? Yes No If yes, please give details, including offence code and date(s): Do you require authorised documentation to work in the UK? Yes No If yes, please state the documents and requirements: Have you ever been convicted of any criminal offences, which are not yet spent under the Rehabilitation Act 1974? Yes No If yes, please give details:

7 Health Please note that you will be required to undergo a medical examination, which will include a drug and alcohol test before any offer of employment can be confirmed. A disability or health problem does not preclude full consideration for the job, and applications are welcome from people with disabilities who think they could do the job applied for with reasonable or no adjustments. Do you require us to make special arrangements to enable you to attend an interview or testing (e.g. psychometric assessment) Yes No If yes please provide details: Secondary School(s) Attended Education Qualification(s) gained (including level and grade) Subject(s)

8 Education University/Polytechnic College(s) Qualification(s) gained Subject(s) Professional/technical training e.g. institute, chartered society Professional Qualifications Qualification(s) gained (indicate if Subject(s) by examination) Are you a member of any professional bodies? Yes No

9 Nature of business: Current position held: Start date: Total annual earnings: (including expenses and overtime) Current Employment Name and full address of employer Post Code Other benefits: Responsibilities: Reason(s) for wishing to leave: Employment History Name and full address of employer From Dates To Appointment, job title, reporting to, duties and achievements Reason for leaving Final salary and benefits Have you previously applied for a job, or been employed by this Company, or any associated or subsidiary Company? Yes No If yes, please give details including your Employee Number:

10 Supporting Information Please provide supporting information in support of your application. Consider how you would suit the position applied for, detailing any relevant training/experience that you have. Please continue on a separate sheet if required.

11 Please give names and addresses of two referees. If you are leaving school, or have left in the last 2 years please give the name of your Head Teacher as a referee. Current/ Most Recent Employer Name and full address Postcode: Tel No: Previous Employer Name and full address Postcode: Tel No: Occupation: Occupation: Relationship: Relationship: When may we contact your present employer? Now After an offer has been made To provide consent for us to action references including contacting previous employer now, please sign below: Signature I declare that the information contained in this form is true and complete. I understand any false or misleading information given by me in this application form, or during an interview or medical examination may result in my dismissal without notice, if I am appointed. I consent to the information I have given on this application form and in all other enclosed documentation being held, used and updated under the security safeguards of the Data Protection Act Signature Date When complete please return this form to: Port of Felixstowe, HR Department, Ground Floor, Ashley House, Felixstowe, IP11 3SY

12 Confidential Equal Opportunities The Company actively pursues a policy of affording Equal Opportunities to all prospective and existing staff in recruitment, transfer, promotion and all other employment matters. We guarantee to meet all the applicable legislative requirements, which include gender, race and disability rights. For this reason we ask candidates applying for vacancies within the Company to provide information supplementary to the application form as indicated below. It must be stressed that personal details of this nature are disclosed voluntarily and will be kept in the strictest confidence. These details will not form any part of the selection process. Name: Position(s) applied for: Age Range (please indicate ) Over 65 Ethnic Origin (please indicate ) Asian Bangladeshi Mixed White and Black Caribbean Asian Indian Mixed Any other Mixed background Asian Pakistani White British Asian any other Asian background White English Black African White Irish Black Caribbean White Scottish Black any other Black background White Welsh Chinese White Any other White background Mixed White and Asian Any other Ethnic background Mixed White and Black African Do not wish to disclose Disability (please indicate ) A disability is defined as a physical or mental impairment, which has substantial and long term effect on a person s ability to carry out normal day to day activities. Do you have a disability? Yes No Do not wish to disclose I understand that the information I have supplied will be retained and used for Equal Opportunities monitoring only. If successful, this will form part of the workforce Equal Opportunities monitoring. Signature Date

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