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

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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: