JOB DESCRIPTION. To provide a high level of customer care to all business users who raise faults or service requests via the Service Desk.

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "JOB DESCRIPTION. To provide a high level of customer care to all business users who raise faults or service requests via the Service Desk."

Transcription

1 Job Title: Service Desk Analyst JOB DESCRIPTION Job Holder: Date: Overview of role To provide a high level of customer care to all business users who raise faults or service requests via the Service Desk. To operate as first line support for the ITS department managing phone calls, s and face to face contact with business users. Respond to and coordinate incidents raised to the Service Desk and to ensure all requests are logged and resolved within agreed service levels, calling upon and liaising with suppliers and other IT/IS support teams as necessary. You will provide incident reports on a regular basis and work closely with 2 nd and 3 rd line support to prevent reoccurrence of incidents. Ensure that all issues are logged, prioritised and monitored throughout the lifecycle of the request including following up with the requestor after the event. Assisting the Technical Services Team Manager with requested reports and analysis of trends and fault patterns as well as service demand reports. To assist with daily backups and ensure stock items are available at all times for printers, headsets etc. Where does role fit in organisation? Reports directly to the Technical Services Team Manager Liaison with RO staff for progress and fault resolution Close co-operation with ITS staff and Programmes Office staff Probable time allocation See technical skills

2 SPECIFIC ROLE REQUIREMENTS Qualifications Required: Customer care qualification or equivalent experience providing exceptional customer care in a service delivery environment Desirable: ITIL qualification or Professional technical qualification Proven Ability Required: A proven track record in providing excellent customer care Taking complete ownership of issues and seeing them through to conclusion Exceptional communication skills that build confidence with the customer A proven track record in working successfully towards performance targets. Desirable: Experience of managing and resolving 1 st line service requests Knowledge of Hardware/Software installations and Basic knowledge of Networks Ability to prioritise workloads including effective management of conflicting priorities Experience of Benenden Health in-house applications Personal Attributes Excellent verbal and written communication skills Ability to empathise and understand others views Strong customer focus Tact, diplomacy and the ability to remain calm under pressure Ability to translate between business users and technical staff, and discuss issues effectively with each group Capacity and willingness to work flexibly and as an effective member the ITS team Measuring Performance Performance will be measured against the Technical Skills and Interpersonal Skills set out in this Job Description.

3 TECHNICAL SKILLS (Tasks & Responsibilities) Working closely with the IT/IS teams to provide 1 st line incident management activities and to support the teams with investigations and analysis of issues raised via the Service Desk. To be the single point of contact for all Service Desk requests raised by the business. Helpdesk Analyst 60% Answer all calls, s or other contact ensuring all requests are logged via the Service Desk software. Resolve the incident if possible or escalate to 2 nd line support for resolution. Assist with core resolution of recurring issues. Raise issues with suppliers as required to resolve escalated incidents. Follow up all closed tickets with business users to ensure the issue has been resolved to their satisfaction. Service Requests 30% To log all service requests (new software, laptop loans, new reports etc), assign to 2 nd line support and follow up completed activities with business users to ensure the work has been completed. Other activities 10% Support the Configuration/Network Manager with daily backup schedules. Ensure all stock items are available and ordered as required. Assist ITS staff with project related work as required. Provide ad-hoc reports on all areas of the Service Desk as requested by the Technical Services Team Manager or Head of IT.

4 TECHNICAL SKILLS (Further Requirements) Health & Safety The post-holder will be required to observe Society guidelines and policies made under the Health & Safety at Work Act. He/she will take due care and will report any accidents or untoward occurrences and co-operate with The Society in relation to Health & Safety issues. Confidentiality The postholder will be exposed to sensitive information, e.g. personnel, medical, membership or financial records and must at all times ensure the confidentiality of this information, whether concerning members of The Society, staff or Society business. Any breach of confidentiality is considered a dismissible offence. Legislation The post-holder will be required to observe current legislation including for example Data Protection Act, Human Rights Act, Friendly Societies Act, Equal Opportunities etc. Fraud The Society requires honesty and integrity from staff and Officers. The Society's Fraud Policy is stated in Section 20 of the Standing Financial Instructions. This Policy clearly states the Society's position regarding fraud, theft and corruption. Furthermore the Society's Whistleblowing Policy sets out guidance regarding the reporting of suspected malpractice. Business Risk Awareness The post-holder will be required to identify and assess risks to the achievement of individual, departmental and organisational business objectives. He/she will report, control and monitor these risks at a level appropriate to the role.

5 INTERPERSONAL SKILLS Interpersonal Skill: Personal Focus Definition: Shows persistence in pursuing goals despite obstacles and setbacks, maintaining personal effectiveness, understanding the impact and implications of decisions on the department, keeps abreast of developments and trends relevant to role. Statement of Importance: By fulfilling objectives effectively and improving personal work performance, individuals can maximise their contribution to business success. Assessment Measures: Manages self to meet agreed objectives effectively Persists in seeking goals despite obstacles and setbacks Learns from own mistakes and those of others Shows awareness of one s own performance Takes responsibility for own learning and development Changes behaviour where needed as a result of feedback Prioritises objectives and schedules work to make the best use of time and resources Shares knowledge and expertise with others to improve performance Seeks opportunities to increase own areas of competence Complies with legislation, industry regulation, professional and organisational standards Ineffective Behaviours: Lacks self-awareness and the ability to judge own performance Makes little attempt to develop own areas of competence Fails to take advantage of learning and development opportunities Reluctant to accept accountability for agreed objectives Makes little effort to share expertise with others Does not seek to manage workloads in an effective and productive manner

6 INTERPERSONAL SKILLS Interpersonal Skill: Team Focus Definition: Actively participating as a member of a team to move the team toward the completion of goals; recognising and actively promoting team success; Relates to how an individual gets on with other people. This includes relationships with Supervisors, Managers and other Team Members. Statement of Importance: Team working allows individual skills, experience, knowledge, judgement and effort to be combined, producing better results than could be achieved by individuals working in isolation. Assessment Measures: Actively contributes ideas, energy and the will to succeed to the team Understands how own work can impact on others in the team Sensitive to the feelings and workloads of colleagues and offers help when needed Supports new or less able team members Maintains positive and constructive working relationships within the team Communicates openly and honestly with colleagues Contributes to a positive working atmosphere Works collaboratively with others, demonstrating commitment to achieve group objectives. Understands the needs and goals of others, adapting own views and behaviour when appropriate. Works effectively with other departments, teams or individuals to ensure that organisational aims are met Ineffective Behaviours: Follows a personal agenda before the team's agenda Tends to criticise others without making any real effort to suggest solutions Transmits a negative image of the team to others Withholds information, commitment or effort Shows insensitivity to the feelings of others Takes a back seat when the team would benefit from increased effort

7 INTERPERSONAL SKILLS Interpersonal Skill: Customer Focus Definition: Meeting internal and external customer needs, building effective customer relationships, improving cross-departmental working and ensuring customer satisfaction and loyalty Statement of Importance: We must understand the work environment in which we operate, anticipating and adapting to changes in order to attract and maintain customer loyalty and become the service provider of choice. Assessment Measures: Establishes good interpersonal relationships by helping customers to feel valued Asks questions to determine customer needs Listens carefully; provides the right information; summarises to check understanding Acts promptly, agrees on a clear course of action Identifies and takes opportunities to exceed customer expectations Works with customers to agree realistic commitments that can confidently be delivered Ensures customer commitments are followed through to completion Takes responsibility for resolving customer problems/complaints Contributes to maintaining effective customer services Ineffective Behaviours: Views relationships with customers as an "us and them" situation Acts as if customers present an intrusion into the working day Fails to treat colleagues as internal customers Takes customers for granted Highlights the shortcomings of customers to colleagues

8 INTERPERSONAL SKILLS Interpersonal Skill: Management Focus Definition: As a manager this means:- Working in line with organisational values, managing people, resources, information and work environment effectively. Assessment Measures: Managing People o Manages work performance through the appraisal system o Clearly identifies and prioritises development needs o Manages poor work performance o Delegates effectively o Supports, monitors and reviews work progress o Manages and resolves conflict o Promotes effective work relationships internally and externally Managing Resources o Manages staff levels and staff attendance o Manages income and expenditure within agreed budgets o Manages equipment, it's effective usage and maintenance o Manages time and meets deadlines Ineffective Behaviours: Managing People o Runs ineffective meetings o Fails to adapt management style when required o Avoids dealing with difficult/conflict situations o Identifies training needs without regard for organisational requirements o Attaches little importance to appraisal/performance reviews Managing Resources o Organises staff poorly resulting in over/under staffing or additional costs o Fails to plan and monitor budget expenditure o Ignores areas where efficiency savings can be made

9 INTERPERSONAL SKILLS Interpersonal Skill: Management Focus (continued) Definition: As a manager this means:- Working in line with organisational values, managing people, resources, information and work environment effectively. Assessment Measures: Managing Information o Consults others, listening to and valuing their views o Makes informed decisions, involving others as necessary o Takes responsibility for own decisions o Communicates effectively o Holds regular team meetings o Keeps others aware of issues that affect them o Treats everyone fairly and consistently Managing the Work Environment o Acts as a positive role model for others o Transmits a vision and strategic direction for the service o Takes a positive approach to change o Gains the commitment of other to change o Manages resistance to change effectively and with understanding o Shows business awareness o Focuses strongly on the customer Ineffective Behaviours: Managing Information o Information is not produced, withheld or not shared as appropriate o Avoids making unpopular decisions o Procrastinates when action or information is needed o Shows inconsistency in arriving at and applying decisions o Fails to explain the reasons for decisions when needed Managing the Work Environment o Inflexible and closed to new ideas o Lacks ability to forward plan o Fails to keep abreast of new developments and their impact o Manages change poorly

10 Acceptance I hereby understand, acknowledge and accept the content of this job description I also understand that this document forms part of the terms and conditions of my employment with the Society. Job Holder: Date: Manager: Date:

JOB DESCRIPTION. Job Title: Applications and Web Developer. Salary: 19k 25k. Overview of role

JOB DESCRIPTION. Job Title: Applications and Web Developer. Salary: 19k 25k. Overview of role JOB DESCRIPTION Job Title: Applications and Web Developer Job Holder: TBA Start Date: Salary: 19k 25k Overview of role We are looking for a full-stack developer to manage and extend our current Ruby on

More information

BENENDEN HOSPITAL TRUST JOB DESCRIPTION

BENENDEN HOSPITAL TRUST JOB DESCRIPTION BENENDEN HOSPITAL TRUST JOB DESCRIPTION Job Title and Band: Band 5 Procurement Manager Job Holder: Key Responsibilities Contributes to the delivery of the Benenden Group procurement strategy, including

More information

JOB DESCRIPTION. Job Title: Conference and Events Executive

JOB DESCRIPTION. Job Title: Conference and Events Executive JOB DESCRIPTION Job Title: Conference and Events Executive Job Holder: Date: Overview of Role Develop and support the Society s democratic and decision-making structure by organising key Society events

More information

JOB DESCRIPTION. Principal Duties and Responsibilities

JOB DESCRIPTION. Principal Duties and Responsibilities JOB DESCRIPTION Job title: IS Service Desk Trainee Grade: Responsible to: IS Service Desk Team Leader Responsible for: None Liaises with: IS teams, Hanover Group colleagues, third party suppliers Role

More information

River Clyde Homes: Officer Service Desk Analyst

River Clyde Homes: Officer Service Desk Analyst Job Role: Officer Service Desk Analyst Directorate: Business Support Role reports to: ICT Manager Roles Reporting to this role: N/A Total number of team members within team: 5 Grade: River Clyde Homes

More information

JOB AND TASK DESCRIPTION

JOB AND TASK DESCRIPTION JOB AND TASK DESCRIPTION Job Title: IT Support Specialist (2 nd Line, Reporting and Monitoring) Division: Corporate Services Division Grade: J Reports To: IT Infrastructure and Operations Manager General

More information

Corporate Services Directorate Number of staff responsible for 7 Budget responsibility ( )

Corporate Services Directorate Number of staff responsible for 7 Budget responsibility ( ) Role Profile template Job Title Service Desk Manager Barnet Band and scale range BBB 47-50 Reports to Head of IS Service area Corporate Services Directorate Number of staff responsible for 7 Budget responsibility

More information

NOT PROTECTIVELY MARKED SOUTH WALES POLICE JOB DESCRIPTION

NOT PROTECTIVELY MARKED SOUTH WALES POLICE JOB DESCRIPTION SOUTH WALES POLICE JOB DESCRIPTION TITLE: Helpdesk Officer GRADE: Scale 4/5 LOCATION: RESPONSIBLE TO: South Wales Police Senior Service Support Officer MAIN PURPOSE OF JOB: To ensure a high quality, timely

More information

Client Services Manager Self and contribution to Team. Information Services

Client Services Manager Self and contribution to Team. Information Services POSITION DESCRIPTION Position Title: Responsible To: Responsible For Position Purpose: Helpdesk Support Analyst Client Services Manager Self and contribution to Team The Helpdesk Support Analyst is responsible

More information

Position Profile. Council s Mission. Organisation Chart

Position Profile. Council s Mission. Organisation Chart www.gdc.govt.nz Post Holder:... Position Profile Position Title: IT SERVICE DESK ANALYST (Fixed Term Two Years) Reports to: Information Technology Team Leader Department: Finance & Information Section:

More information

WHO GLOBAL COMPETENCY MODEL

WHO GLOBAL COMPETENCY MODEL 1. Core Competencies WHO GLOBAL COMPETENCY MODEL 1) COMMUNICATING IN A CREDIBLE AND EFFECTIVE WAY Definition: Expresses oneself clearly in conversations and interactions with others; listens actively.

More information

Position Profile. GDC s Mission. Organisation Chart

Position Profile. GDC s Mission. Organisation Chart www.gdc.govt.nz. Post Holder:... Position Profile Position Title: INFORMATION TECHNOLOGY SERVICE DESK ANALYST Reports to: Information Technology Team Leader Department: Corporate Services Section: Information

More information

ROLE PROFILE. Performance Consultant (Fixed Term) Assistant Director for Human Resources

ROLE PROFILE. Performance Consultant (Fixed Term) Assistant Director for Human Resources ROLE PROFILE Job Title Reports to Service area No. of staff responsible for Budget responsibility ( ) Performance Consultant (Fixed Term) Assistant Director for Human Resources HR 0 None Purpose of Job

More information

Job Description and Person Specification. Post Number: HCI.C24 JE Ref: JE028

Job Description and Person Specification. Post Number: HCI.C24 JE Ref: JE028 Job Description and Person Specification Job Title: Business Analyst Post Number: HCI.C24 JE Ref: JE028 Grade: PO1 (SCP 35 39) Other payments: Service: Progression: Hours per week: Accountable to: N/A

More information

Communicating and influencing

Communicating and influencing HR SLA Page 1 of 9 Communicating and influencing I communicate confidently, professionally, authoritatively and with clarity both verbally and in writing. I use a range of effective communication skills

More information

D 1. Working with people Develop productive working relationships with colleagues. Unit Summary. effective performance.

D 1. Working with people Develop productive working relationships with colleagues. Unit Summary. effective performance. 1 Develop productive working relationships with colleagues Unit Summary What is the unit about? This unit is about developing working relationships with colleagues, within your own organisation and within

More information

GENERIC CORE MANAGEMENT CRITERIA (CMC) AND STANDARDS (SELECT WHICH ONES ARE APPLICABLE)

GENERIC CORE MANAGEMENT CRITERIA (CMC) AND STANDARDS (SELECT WHICH ONES ARE APPLICABLE) ANNEXURE B GENERIC CORE MANAGEMENT CRITERIA (CMC) AND STANDARDS (SELECT WHICH ONES ARE APPLICABLE) CRITERIA Description Generic Stards for Fully Effective Performance 1. Strategic Provides a vision, sets

More information

Client Support Analyst. Trainee, Analyst, Senior, Principle. Helpdesk Team Leader

Client Support Analyst. Trainee, Analyst, Senior, Principle. Helpdesk Team Leader Job Description Job title Team No of levels/ listing of levels Client Support Analyst Helpdesk Trainee, Analyst, Senior, Principle Position Level No of direct reports Trainee N/A Position Mission: Confidently

More information

Position Description

Position Description Position Description GMW is committed to: 1. Partnering with our customers 2. Creating the opportunity to increase food production in Northern Victoria 3. Being a high performing organisation DM Reference

More information

BAND: 5. 37½ hours per week 1. JOB SUMMARY

BAND: 5. 37½ hours per week 1. JOB SUMMARY POST TITLE: Software Developer BAND: 5 HOURS: ACCOUNTABLE TO: LOCATION: 37½ hours per week Head of Informatics Programme Mamhilad 1. JOB SUMMARY Reporting to Software Development Manager, the post holder

More information

JOB SPECIFICATION. Service Support Manager ORGANISATION CHART: JOB PURPOSE:

JOB SPECIFICATION. Service Support Manager ORGANISATION CHART: JOB PURPOSE: JOB SPECIFICATION JOB TITLE: GRADE: Service Support Manager SMP ORGANISATION CHART: JOB PURPOSE: Management responsibility for the Service Support within the Trust delivering an efficient and cost effective

More information

Job Title: Clinical Coordinator and Data Management Administrator. Job Holder: New Position, 2014 PART 1: JOB PROFILE. 1. Main Purpose of Job

Job Title: Clinical Coordinator and Data Management Administrator. Job Holder: New Position, 2014 PART 1: JOB PROFILE. 1. Main Purpose of Job Page1 Job Title: Clinical Coordinator and Data Management Administrator Job Holder: New Position, 2014 PART 1: JOB PROFILE 1. Main Purpose of Job This post is responsible for providing administration management

More information

Civil Service. Competency Framework Level 3 HEO and SEO or equivalent. Level 3

Civil Service. Competency Framework Level 3 HEO and SEO or equivalent. Level 3 Civil Service 2012-2017 Level 3 HEO and SEO or equivalent Level 3 I n s p i r i n g E m p o w e r i n g C o n fi d e n t About this framework The Civil Service competency framework supports the Civil Service

More information

JOB AND PERSON SPECIFICATION

JOB AND PERSON SPECIFICATION JOB AND PERSON SPECIFICATION Position Title: Help Desk Officer Classification Code: ASO-3 Division: Central Northern Adelaide Health Service Branch: The Queen Elizabeth Hospital Type of Appointment: Section:

More information

Group Manager Line management of a local team of 5-7 fte staff

Group Manager Line management of a local team of 5-7 fte staff Practice Manager Children s Social Care Role Profile: Practice Manager Grade: Grade 12 Accountable to: Accountable for: Role Context & Purpose Group Manager Line management of a local team of 5-7 fte staff

More information

Job Description. Triage, resolve or escalate support calls within agreed timescales using IT Service Management principles and logging systems.

Job Description. Triage, resolve or escalate support calls within agreed timescales using IT Service Management principles and logging systems. Job Description Job title: AV Support Technician Department/School: Computing Services (BUCS) Grade: 5 Location: University of Bath Job purpose Provide professional, effective, knowledgeable and rapid

More information

POSITION DESCRIPTION KEY RESULT AREAS

POSITION DESCRIPTION KEY RESULT AREAS POSITION DESCRIPTION Position Title: Project Manager Date: January 2013 Department: Business Improvement team Position code: Sub department: Position level: D (Professional) Location: Sydney Geographic

More information

Job Description. Position Information. Information Services Operations Co-ordinator. Council Overview

Job Description. Position Information. Information Services Operations Co-ordinator. Council Overview Job Description Position Information Position: Section: Department: Reports to: Salary Band: Information Services - Service Desk Operator (0.6 FTE) Information Services Corporate Services Information Services

More information

Technical Applications Consultant version 20 Dec 2011.doc

Technical Applications Consultant version 20 Dec 2011.doc Principles Vision Purpose Statement Technical Applications Consultant (version 20 Dec 2011) healthalliance Purpose, Vision and Principles healthalliance provides shared services to benefit NZ health organisations.

More information

LINCOLNSHIRE COUNTY COUNCIL COMPETENCY FRAMEWORK

LINCOLNSHIRE COUNTY COUNCIL COMPETENCY FRAMEWORK LINCOLNSHIRE COUNTY COUNCIL COMPETENCY FRAMEWORK The behaviours, skills and knowledge needed to meet the objectives of the organisation PURPOSE OF THE FRAMEWORK The Framework defines the competencies required

More information

Role Profile. Job No. (Office Use) A79

Role Profile. Job No. (Office Use) A79 Role Profile Job Title Team Leader Service Desk Job No. (Office Use) A79 Band/Band Range- (for career grades) Grade I Directorate Corporate Support Department ICT Division Operational Service Delivery

More information

Registered Nurse Southlands Person Specification and Competencies

Registered Nurse Southlands Person Specification and Competencies Competency Profile GROUP COMPETENCY CORE LEVEL OF COMPETENCY A B C D RESULT 1. Customer Focus CUSTOMER ORIENTATION 2. Taking Responsibility 3. Interpersonal Sensitivity 4. Teamwork ALL JOBS 5. Motivation

More information

Director of Human Resources

Director of Human Resources POSITION DESCRIPTON POSITION: Director of Human Resources STATUS: Contract 5 Years, commencing January 2014 TIME: LOCATION: VISION / CONTEXT: Part-time (0.8FTE averaged over the full year). Either full-time

More information

Performance Management System Skills and Behaviours Bank

Performance Management System Skills and Behaviours Bank Performance Management System Skills and Behaviours Bank Leadership Gives purpose and direction to ensure that staff are motivated and inspired to deliver the Parliament s aim, values and strategic priorities.

More information

JOB PROFILE. Deputy Finance Manager

JOB PROFILE. Deputy Finance Manager JOB PROFILE Deputy Finance Manager POSITION TITLE: Deputy Finance Manager DIRECTORATE:CSF DIVISION:EDUCATION PAY LEVEL: SECTION:SWISS COTTAGE SCHOOL REPORTS TO: Finance Manager JOB PURPOSE The postholder

More information

JOB DESCRIPTION SENIOR SERVICE DESK TECHNICIAN DATE: JUNE 2015 JOB PURPOSE: Provision of customer focused ICT support on the IT Service Desk.

JOB DESCRIPTION SENIOR SERVICE DESK TECHNICIAN DATE: JUNE 2015 JOB PURPOSE: Provision of customer focused ICT support on the IT Service Desk. JO DESCRIPTION POST TITLE: POST REF: REPORTS TO: SENIOR SERVICE DESK TECHNICIAN SDT3 Deputy IT Manager DATE: JUNE 2015 JO PURPOSE: Provision of customer focused ICT support on the IT Service Desk. KEY

More information

Job Description. Financial Planning & Analysis Accountant

Job Description. Financial Planning & Analysis Accountant Job Description Financial Planning & Analysis Accountant Role Title Financial Planning & Analysis Accountant Reporting to Head of Financial Planning Role Purpose The purpose of this role is to provide

More information

Job Description. Directorate Community JD Last updated 11 June 2013 Location Colchester Hours 37.5 pw

Job Description. Directorate Community JD Last updated 11 June 2013 Location Colchester Hours 37.5 pw Job Description Job Title Administration Job Evaluation ref # TBC Team Leader Single Point of Access / Coordination Centre Directorate Community JD Last updated 11 June 2013 Location Colchester Hours 37.5

More information

The post is based at Headquarters. Flexible working hours are required to meet the needs of the business.

The post is based at Headquarters. Flexible working hours are required to meet the needs of the business. Facilities Service Desk Assistant Role Profile Grade: Scale 3 Reports to: Facilities Service Desk Administrator Role Code: 4 08 13 Location: Essex Police Headquarters Responsible for: No Staff Supervisory

More information

Job Description. The post-holder will be expected to implement and work within the University s Policies, Procedures and Guidelines.

Job Description. The post-holder will be expected to implement and work within the University s Policies, Procedures and Guidelines. Job Description Job title: IT Support Manager Department/School: Computing Services (BUCS) Grade: 7 Location: University of Bath Job purpose The IT Support Manager will be responsible for the day-to-day

More information

Job description - Fundraising Database Reporting and Solutions Analyst

Job description - Fundraising Database Reporting and Solutions Analyst Job description - Fundraising Database Reporting and Solutions Analyst Main purpose of job The Fundraising Database Reporting and Solutions Analyst will lead on the requirement gathering, design and creation

More information

JOB DESCRIPTION. Pay scale and spinal points SCP 23-26 Deputy Manager, Audit and Risk Management

JOB DESCRIPTION. Pay scale and spinal points SCP 23-26 Deputy Manager, Audit and Risk Management JOB DESCRIPTION Job Title Internal Auditor Pay scale and spinal points SCP 23-26 Reports to Deputy Manager, Audit and Risk Management Service area Internal Audit Number of staff responsible for None Budget

More information

Department of Health JOB AND PERSON SPECIFICATION

Department of Health JOB AND PERSON SPECIFICATION Department of Health JOB AND PERSON SPECIFICATION Position Title: Oacis Data Quality Coordinator Classification Code: ASO5 Division: ICT Services Branch: ICT Operations Type of Appointment: Section: Applications

More information

Attribute 1: COMMUNICATION

Attribute 1: COMMUNICATION The positive are intended for use as a guide only and are not exhaustive. Not ALL will be applicable to ALL roles within a grade and in some cases may be appropriate to a Attribute 1: COMMUNICATION Level

More information

Wirral Council: Job Role Descriptor HR USE ONLY

Wirral Council: Job Role Descriptor HR USE ONLY Wirral Council: Job Role Descriptor Job Role: Service: Reports to: No. of Subordinates: Job Role Ref: Job Family: Grade: Senior ICT Technician ICT Services Team Leader/Group Leader 0 HR USE ONLY CSUP Corporate

More information

Standard Job Description

Standard Job Description Standard Job Description Job Title General Description Technical Helpdesk Assistant To support customers in the configuration and use of the company s software products. To assist in the promotion of the

More information

Foundation Level Competency Model

Foundation Level Competency Model Change Manager Foundation Level Competency Model The Change Manager Foundation competency model sets an independent industry benchmark for ENTRY LEVEL change management practitioners. This competency model

More information

Making a positive difference for energy consumers. Competency Framework Band C

Making a positive difference for energy consumers. Competency Framework Band C Making a positive difference for energy consumers Competency Framework 2 Competency framework Indicators of behaviours Strategic Cluster Setting Direction 1. Seeing the Big Picture Seeing the big picture

More information

Client Services Manager Self and contribution to Team. Information Services. Band 8

Client Services Manager Self and contribution to Team. Information Services. Band 8 POSITION DESCRIPTION Position Title: Responsible To: Responsible For Asset and Procurement Co-ordinator Client Services Manager Self and contribution to Team Position Purpose: The Asset and Procurement

More information

CareNZ Job Description GENERAL MANAGER HUMAN RESOURCES

CareNZ Job Description GENERAL MANAGER HUMAN RESOURCES CareNZ Job Description GENERAL MANAGER HUMAN RESOURCES Responsible to: Responsible for: Chief Executive HR and Payroll Administrator HR Interns and Volunteers Dimensions Location of work Other information

More information

JOB AND PERSON SPECIFICATION

JOB AND PERSON SPECIFICATION JOB AND PERSON SPECIFICATION Job Title: Division: Grade: HR Officer HR Operations K Reports To: Head of HR Operations General Information The Commonwealth Secretariat is the principal intergovernmental

More information

Organisational Unit/ Department

Organisational Unit/ Department The Salvation Army Australia Southern Territory POSITION DESCRIPTION Position Title ITS Helpdesk Analyst Employee Name Date 19/03/14 Division/ Entity/Location Office for the Secretary for Business Administration/

More information

To plan and facilitate transformational change in the way that people are managed within the Trust.

To plan and facilitate transformational change in the way that people are managed within the Trust. JOB TITLE: BAND: BASE: RESPONSIBLE TO: ACCOUNTABLE TO: Assistant Director of Organisational Development TBA XX Deputy Director of HR and OD Deputy Director of HR and OD JOB SUMMARY To lead, develop and

More information

Service Desk Technician Service Desk Team Leader None IT

Service Desk Technician Service Desk Team Leader None IT Job Description Job title: Reporting to: Direct reports: Division: Service Desk Technician Service Desk Team Leader None IT Purpose of job IT Service Desk s goal is to deliver optimal service to our internal

More information

Job Description. Continuing. Details Specific to the Post

Job Description. Continuing. Details Specific to the Post Job Description Job Title: Awareness & Service Improvement Specialist Faculty/Department: ICTD Reporting to: Awareness & Service Improvement Manager Duration: Continuing Job Family: Specialist (IT) Pay

More information

Strategy Key input into the fundraising database development strategy

Strategy Key input into the fundraising database development strategy Job Description 1. Main purpose of job The Fundraising Database Executive will implement and support the evolving strategy and best practice in the Society s use of its fundraising database. The postholder

More information

St Aloysius College ROLE PROFILE. College Principal

St Aloysius College ROLE PROFILE. College Principal St Aloysius College ROLE PROFILE Title Information Technology Support Officer Date of last review February 2014 Reports to Accountable to Incumbent Director of Finance (for practicality purposes this is

More information

JOB DESCRIPTION. JOB TITLE & BAND: Lead Pharmacy Technician, Education & Training -Band 5. Pharmacy Department, Altnagelvin Hospital

JOB DESCRIPTION. JOB TITLE & BAND: Lead Pharmacy Technician, Education & Training -Band 5. Pharmacy Department, Altnagelvin Hospital JOB DESCRIPTION JOB TITLE & BAND: Lead Pharmacy Technician, Education & Training -Band 5 DEPARTMENT: BASE: REPORTS TO: RESPONSIBLE TO: Pharmacy Pharmacy Department, Altnagelvin Hospital Teacher Practitioner

More information

JOB DESCRIPTION. Performance Management Officer. Performance, Programme and Risk Manager

JOB DESCRIPTION. Performance Management Officer. Performance, Programme and Risk Manager JOB DESCRIPTION POST: SERVICE: SECTION: Performance Management Officer Audit and Governance Performance, Programme and Risk BAND: Band 5 REPORTS TO: RESPONSIBLE FOR: Performance, Programme and Risk Manager

More information

Job Description Asset Planning Engineer Senior

Job Description Asset Planning Engineer Senior Asset Planning Engineer Senior Department: Business Unit Group: Direct Line Manager: Water Services Service Delivery Leader Direct Reports: Delegations: Primary Location: Job Summary and Purpose: House

More information

KEY RESPONSIBILITIES:

KEY RESPONSIBILITIES: 1. TITLE: FIELD MAINTENANCE MANAGER 2. CLASSIFICATION: SENIOR EXECUTIVE OFFICER (SEO) 3. DEPARTMENT: OPERATIONS 4. POSITION OBJECTIVES: 4.1. Objectives of Position: 4.1.1. To manage and provide direction

More information

Manchester City Council Role Profile. Service Desk Analyst, Grade 6. ICT Service, Corporate Core Directorate Reports to: Team Lead (Service Support)

Manchester City Council Role Profile. Service Desk Analyst, Grade 6. ICT Service, Corporate Core Directorate Reports to: Team Lead (Service Support) Key Role Descriptors: Manchester City Council Role Profile Service Desk Analyst, Grade 6 ICT Service, Corporate Core Directorate Reports to: Team Lead (Service Support) Job Family: Technical The role holder

More information

Service Delivery Paramedic Emergency Service

Service Delivery Paramedic Emergency Service North West Ambulance Service NHS Trust JOB DESCRIPTION JOB TITLE: Emergency Medical Technician 1 (EMT 1) BAND: Band 4 DIRECTORATE: REPORTS TO: ACCOUNTABLE TO: Service Delivery Paramedic Emergency Service

More information

ROLE PROFILE. Working as part of a team delivering a first class customer service to all our customers making contact with Derwent Living.

ROLE PROFILE. Working as part of a team delivering a first class customer service to all our customers making contact with Derwent Living. ROLE PROFILE Job Title: Customer Services Advisor Responsible to: Team responsible for: Customer Services Manager No line management responsibility Purpose: Working as part of a team delivering a first

More information

Help Desk Technician. Information Technology. IT Director, IT Department. Permanent. MUH & HSU- Enterprise Agreement

Help Desk Technician. Information Technology. IT Director, IT Department. Permanent. MUH & HSU- Enterprise Agreement Title: Department: Reporting to: Time commitment: Employment type: Employment conditions: Help Desk Technician Information Technology IT Director, IT Department Full-time Permanent MUH & HSU- Enterprise

More information

INFORMATION TECHNOLOGY & MEDIA SERVICES

INFORMATION TECHNOLOGY & MEDIA SERVICES INFORMATION TECHNOLOGY & MEDIA SERVICES Head of IT Operations Permanent, Full-time Grade SENIOR STAFF: Salary to be determined by the Vice Chancellor De Montfort University is home to more than 27,000

More information

JOB DESCRIPTION Facilities Manager Soft Services. RESPONSIBLE FOR: Team Leaders and Contract Support staff

JOB DESCRIPTION Facilities Manager Soft Services. RESPONSIBLE FOR: Team Leaders and Contract Support staff JOB DESCRIPTION Facilities Manager Soft Services DIRECTORATE: Merlin Works DEPARTMENT: Facilities Management SALARY: 44,880 RESPONSIBLE TO: Head of Facilities Management RESPONSIBLE FOR: Team Leaders and

More information

Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No:

Job Title: Service Desk Manager Location: To be based on any site on which Leeds City College operates Vacancy Ref No: 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

More information

Systems Engineer Compute and Storage Position Description

Systems Engineer Compute and Storage Position Description Principles Vision Purpose Statement Systems Engineer Compute and Storage Position Description healthalliance Purpose, Vision and Principles healthalliance provides shared services to benefit NZ health

More information

Middlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager

Middlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework + = Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework Background Middlesbrough Council is going through significant

More information

SWAN HILL RURAL CITY COUNCIL POSITION DESCRIPTION

SWAN HILL RURAL CITY COUNCIL POSITION DESCRIPTION Document ID Number: (Records use only) File Number: P (Records use only) SWAN HILL RURAL CITY COUNCIL POSITION DESCRIPTION TITLE: INFORMATION TECHNOLOGY ADMINISTRATION OFFICER AWARD: PARTS A & B SWAN HILL

More information

Children, Schools and Families Directorate

Children, Schools and Families Directorate 1. JOB TITLE Job Title: Service Support Officer Reports to: Business & Development Manager Service: Grade: Children, Schools and Families Directorate SP8 2. JOB PURPOSE The Service Support Officer (SSO)

More information

2. Monitor status of service requests and liaise with team members to ensure service desk issues are resolved.

2. Monitor status of service requests and liaise with team members to ensure service desk issues are resolved. JOB DECRIPTION JOB TITLE upport Officers (2 nd Line) JOB NO ERVICE AREA: ICT ECTION: ICT ERVICE & UPPORT LOCATION: A REAONABLY DETERMINED GRADE : 6 CP s: 24-29 CAR ALLOWANCE: CAUAL PURPOE OF JOB: Responsible

More information

Role Profile. Leasehold Co-ordinator (LSE) - Career Ladder: Customer Services. - Level: Level 4. - Function: Leasehold

Role Profile. Leasehold Co-ordinator (LSE) - Career Ladder: Customer Services. - Level: Level 4. - Function: Leasehold Role Profile Role Title: Directorate: Department: Team: Leasehold Co-ordinator (LSE) Resident Services Local Services Regional Role Identifiers: - Career Ladder: Customer Services - Level: Level 4 - Function:

More information

Target Tracker Helpline & Technical Support Officer

Target Tracker Helpline & Technical Support Officer Job Title: Target Tracker Helpline & Technical Support Officer Job Grade: Band 2 to middle of Band 3 Directorate: Job Reference Number: Schools, Children & Families P00587 The Role To provide a daily high

More information

To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers.

To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers. JOB DESCRIPTION Job ination as shown on organisation chart Job Title: ICT Service Desk Post No: Analyst Directorate: Transation & Technology Division/ Department: ICT Operations, ICT Service Desk Grade:

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

JOB DESCRIPTION. Application Support Analyst

JOB DESCRIPTION. Application Support Analyst JOB DESCRIPTION JOB TITLE: Application Support SECTION: DEPARTMENT: DIVISION: RESPONSIBLE TO: ICT ICT Finance Head of ICT PARTICIPATING JOB HOLDER(S): APPROVED BY: JOB HOLDER(S): Nick Napier tbc HEAD OF

More information

Managerial Competencies (if any) (see attached Annex)

Managerial Competencies (if any) (see attached Annex) RECRUITMENT PROFILE Profile: Human Resources Major Duties and Responsibilities 1. Responsible for the interpretation and application of the Staff Rules, regulations and procedures ensuring uniform application

More information

Head of Engineering Job Description

Head of Engineering Job Description Head of Engineering Job Description (Job Code and Level: E006) Definition: Overall responsibility and accountability for the Engineering function across the UK which will include people and budgetary management.

More information

JOB DESCRIPTION. Role Summary

JOB DESCRIPTION. Role Summary JOB DESCRIPTION Job Title: Hours of Work: Department: Location: Responsible to: Responsible for: Group Sales Assistant 35 hours Fan Centre Goodison Park Head of Ticketing No Line Management responsibility

More information

Human Relations Sherry Peters - Director, Human Relations Specialist Professional Phase 2 (SP2), ASPA Bargaining Unit

Human Relations Sherry Peters - Director, Human Relations Specialist Professional Phase 2 (SP2), ASPA Bargaining Unit JOB TITLE NAME UNIT REPORTS TO JOB FAMILY Organizational Development Specialist Vacant Human Relations Sherry Peters - Director, Human Relations Specialist Professional Phase 2 (SP2), ASPA Bargaining Unit

More information

The integrated leadership system. ILS support tools. Leadership pathway: Individual profile APS6

The integrated leadership system. ILS support tools. Leadership pathway: Individual profile APS6 The integrated leadership system ILS support tools Leadership pathway: Individual profile APS6 APS 6 profile Supports strategic direction Achieves results Supports productive working relationships Displays

More information

COMPLIANCE CHARTER 1

COMPLIANCE CHARTER 1 COMPLIANCE CHARTER 1 Contents 1. Compliance Policy Statement... 2 2. Purpose... 2 3. Mission and objective of the Directorate: Compliance... 2 3.1 Mission... 2 3.2 Objective... 3 4. Compliance risk management...

More information

POSITION INFORMATION DOCUMENT

POSITION INFORMATION DOCUMENT POSITION INFORMATION DOCUMENT Position Title: ICT Service Desk Manager Classification Code: AS07 Division: ICT Services Directorate: ICT Customer Services Type of Appointment: Branch: ICT Central Ongoing

More information

ITIL A guide to incident management

ITIL A guide to incident management ITIL A guide to incident management What is incident management? Incident management is a defined process for logging, recording and resolving incidents The aim of incident management is to restore the

More information

JOB DESCRIPTION. IS teams, Hanover colleagues, third party suppliers. Principal Duties and Responsibilities

JOB DESCRIPTION. IS teams, Hanover colleagues, third party suppliers. Principal Duties and Responsibilities JOB DESCRIPTION Job title: IT Security Analyst Grade: Responsible to: Responsible for: Liaises with: Head of IS N/A IS teams, Hanover colleagues, third party suppliers Role Purpose: Location: The purpose

More information

Location including building: University wide (Lansdowne Campus/Talbot Campus)

Location including building: University wide (Lansdowne Campus/Talbot Campus) Job Description Post/Job Title: Principal Test Analyst Post holder: Ref: School/Support Service: Group/Section: ITS62 IT Services IT Test Team - Governance Location including building: University wide

More information

1. To be the principal point of contact and have responsibility for IT support incidents.

1. To be the principal point of contact and have responsibility for IT support incidents. JOB TITLE: RESPONSIBLE TO: RESPONSIBLE FOR: Service Desk Engineer Service Desk Supervisor N/A JOB OUTLINE The Service Desk Engineer will be responsible for providing an effective first-line support service

More information

The Mid Yorkshire Hospitals NHS Trust. Job Description

The Mid Yorkshire Hospitals NHS Trust. Job Description Job Description POST: ACCOUNTABLE TO: ACCOUNTABLE FOR: Chief Executive Chairman of the Trust Executive and Corporate Directors 1.0 Role Summary As the statutory accountable officer, and full voting member

More information

Civil Service Competency Framework by Grade Band S1, S2 and S3. FCO Values

Civil Service Competency Framework by Grade Band S1, S2 and S3. FCO Values Civil Service Competency Framework by Grade Band S1, S2 and S3 Setting Direction Seeing the Big Picture Changing and Improving Making Effective Decisions Delivering Results Achieving Commercial Outcomes

More information

Change Management Practitioner Competencies

Change Management Practitioner Competencies 1 change-management-institute.com Change Management Institute 2008 Reviewed 2010, 2012 Change Management Practitioner Competencies The Change Management Practitioner competency model sets an independent

More information

JOB AND PERSON SPECIFICATION. Head of Organisational Development and Systems

JOB AND PERSON SPECIFICATION. Head of Organisational Development and Systems JOB AND PERSON SPECIFICATION Job Title: Division Grade: HR Officer Systems and Analytics I Reports To: Head of Organisational Development and Systems General Information The Commonwealth Secretariat is

More information

JOB DESCRIPTION. Provide technical support and maintenance for college IT systems and key applications.

JOB DESCRIPTION. Provide technical support and maintenance for college IT systems and key applications. JOB DESCRIPTION POST TITLE: IT SYSTEMS ENGINEER POST REF: 15/194 REPORTS TO: COMPUTING SUPPORT MANAGER DATE: JULY 2015 JOB PURPOSE: Provide technical support and maintenance for college IT systems and

More information

Job Description. Industry business analyst. Salary Band: Purpose of Job

Job Description. Industry business analyst. Salary Band: Purpose of Job Job Description Job Title: Industry business analyst Division/Company: Industry Policy/Payments UK Reporting To: Director of Industry Policy Salary and: C Purpose of Job To provide thought leadership and

More information

Chief Information Security Officer

Chief Information Security Officer Principles Vision Purpose Statement Chief Information Security Officer healthalliance Purpose, Vision and Principles healthalliance provides shared services to benefit NZ health organisations. We will

More information

Fitch Ratings, Inc. 2016 Form NRSRO Annual Certification

Fitch Ratings, Inc. 2016 Form NRSRO Annual Certification Fitch Ratings, Inc. 2016 Form NRSRO Annual Certification Exhibit 8. Certain information regarding Fitch s credit analysts and credit analyst supervisors. The total number of credit analysts (including

More information

Position Digital Marketing Coordinator. Reports to: HSF031 Digital Marketing Manager HSF030

Position Digital Marketing Coordinator. Reports to: HSF031 Digital Marketing Manager HSF030 Position Title: Digital Marketing Coordinator No.: Title: No.: Reports to: HSF031 Digital Marketing Manager HSF030 Business Unit: Marketing & Communications Date created: September 2013 Division: Strategy,

More information

JOB DESCRIPTION. The post holder reports to the Care Manager and is accountable to the Director of Care.

JOB DESCRIPTION. The post holder reports to the Care Manager and is accountable to the Director of Care. JOB DESCRIPTION JOB TITLE: NURSE POST HOLDER: PART 1: JOB PROFILE 1. Main Purpose of Job To provide a high level of specialist palliative care, encompassing a supportive and holistic approach to the child/young

More information

GRADUATE TRAINEE (PERFORMANCE) JOB PROFILE. Responsible to: Performance Manager

GRADUATE TRAINEE (PERFORMANCE) JOB PROFILE. Responsible to: Performance Manager JOB TITLE GRADUATE TRAINEE (PERFORMANCE) JOB PROFILE Responsible to: Performance Manager Key Drivers (applicable to all jobs): Customer Care Equal Opportunities Best Value Financial Management Resident

More information