The precise duties of fractional post holders will be within the remit of this job description, but will be selective. DIMENSIONS

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1 JOB DESCRIPTION Ref: NOTE: This job description does not form part of the employee s contract of employment but is provided for guidance. The precise duties and responsibilities of any job may be expected to change over time. Job holders should be consulted over any proposed changes to this job description before implementation. Job title: Reports to: Department: Grade: IT Support Analyst IT Quality and Service Manager Information Services NG3 Purpose: To support all users of IT and multimedia systems products and services ensuring that expertise, help and assistance is readily available by assisting with the proactive maintenance of hardware and software. PRINCIPAL ACCOUNTABILITIES: 1. Respond to requests for support for all University IT and AV services, on multiple operating systems by providing information to enable problem resolution and promptly allocate unresolved calls as appropriate. 2. Provide day to day support for the following duties; troubleshooting user accounts, provision of technical support & advice to users of IT and multimedia systems, provision of application and advisory level support and desktop administration of the systems supported to ensure that they are running in accordance with the Universities desktop standard. 3. Provide an effective interface between users and service providers, including third party suppliers where applicable. This includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis. 4. Assist users by phone and , in making more effective use of IT and AV products and services, make an initial diagnosis of any problems and advise on known solutions where applicable. 1

2 5. To use discretion in identifying and resolving complex problem 6. Assist with the installation or removal of hardware and/or software, using supplied installation instructions and tools within established procedures and quality systems. Follow agreed standards, including, where appropriate, those for electrical work. 7. Actively participate in meetings and project teams with a view to developing the best possible quality of service. 8. Undertake any other duties as appropriate within their competence as required by the Quality Manager from time to time. CONTEXT The University of Westminster manages desktops using real and virtual Windows, Macintosh, Linux and Unix operating systems. A number of tools are used for remote controlling desktops, management and deployment of applications. The post holder will be a member of the IS FIXIT Centre team. This team is located in the FiXIT Centre answering phones and dealing with IT support calls logged on the FIXIT Help desk software. The team works closely with members of the IT Support Services and third line support teams. The post holder will be a key member of the team in the support of our users in IT and Audio Visual services, in the context the University s Information Strategy, and in a way which enables the University to take advantage of leading edge developments in IT. The post holder will offer proactive 1st level support, helping users to get the most out of the IT and Audio Visual service they are using. The post holder will be expected to handle customer calls in an efficient, effective and professional manner. Specific instruction is usually given and work is reviewed at frequent milestones. The post holder will be expected to follow the ITIL processes and procedures that are used within the IS. The post holder should normally be able to undertake duties involving physical effort, such as lifting equipment and pushing loaded trolleys. For this reason, the University s course in manual handling techniques is mandatory (unless this training has been completed elsewhere). The post holder will be expected to take every opportunity to foster cross-team project working and to develop a culture of sharing knowledge and information throughout Information Services (IS). It is expected that, within IS, the post holder will work closely with members of other teams and will interact with project team members. Their decisions may impact work assigned to individual/phases of projects. Outside of the department there may be external contact with customers and suppliers. 2

3 The job will be based at a named site, but all ISLS appointments are made on the understanding that staff will serve at any of the service points should the need arise. The post holder must work in accordance with the agreed service levels in it. DIMENSIONS Staffing: The post holder will be one of 4 staff in the FiXIT team and may be involved in offering advice to colleagues but does not have formal supervisory responsibilities. Budgets: The post holder will not normally have control of a specific budget(s) for their area(s) of responsibility. S/he may have responsibility for the deployment of project budget(s) and/or for associated financial records. The post holder will work 35 hours per week providing support between the core hours of 08:00 and 18:00. He/she will be expected to work as required within the specified hours. The precise duties of fractional post holders will be within the remit of this job description, but will be selective. 3

4 PERSON SPECIFICATION Essential Criteria QUALIFICATIONS A level or equivalent experience Desirable Criteria Graduate or equivalent experience TRAINING AND EXPERIENCE APTITUDE AND ABILITIES Experience of working in a team. High standard of numeracy and literacy. Highly IT literate with excellent MS Office skills. Experience of delivering excellent customer care in an IT environment. Experience as a competent user of desk top equipment with evidence of an aptitude for IT work. Some familiarity with IT infrastructure (hardware, databases, operating systems, local area networks etc.) Knowledge of techniques for ensuring that full account is taken of customers real and stated needs in the delivery of products and services. Strong oral and written communication skills. Ability to establish good working relationships with staff and students. Ability to work in an efficient and organised manner with the ability CSS Certified Customer Support Specialist from the Help Desk Institute Foundation Certificate IT Service Management from the Information Systems Examination Board Proficiency at Level 2 in any SFIA Skill. Experience of working in an ITIL environment. 4

5 to prioritise and handle multiple tasks. Strong attention to detail Ability to work under pressure as part of a busy team. A proactive approach to problem solving. A flexible attitude to changing workloads Strong commitment to providing excellent customer care to a range of stakeholders. PERSONAL ATTRIBUTES Strong motivation to work in IT Customer Care. Self-motivated with a flexible positive attitude. Ability to work well under pressure on own initiative and as part of a busy team. 5