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

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1 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 RESPONSIILITIES 1) To provide customer focused ICT support to agreed service level standards, 2) Ensure the successful implementation, testing, development, distribution and ongoing maintenance of College IT infrastructure. 3) To assist in the set-up and provision of guidance in the use of centrally provided ICT resources. DETAILED TEAM RESPONSIILITIES 1) To respond to customer requests for ICT support in accordance with service desk procedures and priorities. 2) To liaise with users of software during the planning, implementation and testing phases of introductions, upgrades or fixes. 3) To record work undertaken and any changes made to desktop or network settings. 4) To maintain the IT Service Desk fault logging system. 5) To follow change management procedures in testing fixes and changes made 6) To assist the Deputy IT Manager in developing and delivering ICT procedures, guidance and training. 7) Maintain asset inventories of all College ICT equipment SPECIFIC DUTIES 1) Troubleshoot Windows, Apple Mac desktop hardware and software. 2) Troubleshoot audio visual equipment. 3) Install software on Windows, Apple Mac desktops and portable devices. 4) To assist with the procurement of new IT software and hardware. 5) To assist with the rollout of large scale IT hardware refresh projects. 6) To assist in the maintenance and configuration of Windows update server. 7) To assist in the end user support of cloud software applications. 8) To assist in the support of mobile devices and mobile device management software. 9) Liaise with 3 rd party contractors during the installation of IT equipment.

2 OTHER RESPONSIILITIES 1) Contribute to the College s commitment to continuous improvement by actively participating in the College s self-assessment process and development planning 2) Participate in the College s appraisal process and to undertake appropriate training and development activities or programmes 3) Implement the College s Equal Opportunities Policy 4) Operate in accordance with Health and Safety requirements 5) Undertake other duties, as directed by your manager that are commensurate with the level of the post REQUIREMENTS OF THE POST 1) Maintain an up-to-date knowledge of ICT hardware and software. 2) Demonstrate a willingness to work flexibly to respond to the evolving ICT needs of the College GENERAL EHAVIOURS 1. The College expects that you will work to the highest professional standards and undertake your responsibilities to the best of your ability. 2. You will be responsible for protecting staff and learners from all preventable harm as per College Safeguarding procedures. 3. You should be courteous in your dealings with colleagues, students and visitors to the College. 4. You will exhibit a positive drive in your desire and efforts to operate an effective service. 5. In you role as Trainer Demonstrator you will act with integrity, probity in all of your work and relationships. 6. All staff are required to participate in appropriate CPD, the College will support members of staff who need to gain contractual qualifications eg. English and Maths. TERMS AND CONDITIONS Canterbury College Scheme of Conditions of Service Full-time established post, 37 hours/week (1.0FTE) Salary: 20,232-22,141 per annum Evening and occasional weekend work may be necessary Canterbury College is an Equal Opportunities Employer

3 PERSON SPECIFICATION SENIOR SERVICE DESK TECHNICIAN ALL STAFF ARE EXPECTED TO UNDERTAKE CPD Means of assessment Requirement Application form Interview Reference Skills and ability Ability to identify and resolve technical faults. High level of interpersonal skills and ability to work with competing priorities with colleagues across the College. Problem solving skills. Computer literacy and IT skills. Ability to prioritise and log job requests based on the service level agreement. Good understanding of IT networking. Desirable Knowledge of remote support tools. Good working knowledge of Desktop, Laptop and peripheral IT equipment. Actively contribute to the College s Safeguarding practice, procedures, culture and ethos Experience Comprehensive knowledge and experience of PC installation, maintenance & troubleshooting. Proven record at High Level of complex IT Service desk support. Expert Knowledge of Windows desktop operating systems including Windows 7. Ability to support a variety of end user operating systems. Apple OSX & ios, Linux, Android. Proven record in supporting mobile devices and mobile workers in an enterprise environment. Desirable Knowledge of Audio Visual presentation equipment. Such as Interactive Whiteboards, LCD projectors. Proven record in the maintenance of TCP / IP Desirable networks, vlans, firewalls, routers and switches. Working knowledge of Windows Active Directory. Experience of managing change and continuous improvement. Personal Attributes Customer orientated approach. Commitment to educational and training values Commitment to keeping abreast with good practice in ICT and AV services. Commitment to quality. Commitment to Equal Opportunities.

4 Qualifications IT Level 2 Maths Level 2 (e.g. equivalent to GCSE grade C or above) English Level 2 (e.g. equivalent to GCSE grade C or above)

5 Competency Key indicators and Positive indicators (what we are looking for) Self management Communication and working with others Resource Management Personal resilience, managing stress, personal effectiveness & efficiency, selfmotivating, enthusiastic, confidence, selfawareness Collaborative, good manners, sharing knowledge, listening, giving and receiving feedback, engaging and networking, negotiation, influencing, presentation skills, public speaking udget management, planning, organisation, prioritising, results focus, quality focus Critical thinking Learner-focus, accuracy, attention to A Works unsupervised and can motivate self Produces results under pressure Can manage in stressful situations Pushes for the best results Contributes ideas and identifies opportunities to work with others both within the team and across the organisation Willing to provide feedback to sectional colleagues when requested Produces succinct presentations and reports for senior colleagues Understands when to seek senior advice on potentially delicate negotiations Sets and monitors performance against quality and results orientated targets. Focuses on both short and longterm goals Makes the best of internal/external resources and coordinates well with external partners to best meet the needs of the College uilds contingency into projects taking into account possible outside factors Thinks tasks, queries and problems through and Negative indicators (what we are not looking for) Needs supervision and lacks motivation Unable to work under pressure Unable to effectively cope in stressful situations (when situation is familiar) Only interested in completing the task and not in the level of output Pays lip-service to cross-organisational collaboration and fails to identify opportunities for working collaboratively Unwilling to seek advice when negotiating with others on complex or delicate matters Too focused on tasks or projects that are not strategic priorities Over commits themselves or section Does not take into account resource or budgetary factors when making decisions Fails to build sufficient contingency into plans and projects Does not think through requests and questions or responds immediately without thinking

6 detail, decision judgement, solving, innovative, deadlines analytical, making, problem creativity, meeting Adaptability Adaptable, flexible, multi-tasking, dealing with new situations Managing People and relationships Delegating, empowering, motivating others, developing staff, building rapport, discreet, empathetic, A/ considers what they need to know Uses relevant information when providing a service, solving a problem or dealing with a query Is open to new ideas and willing to try them Makes decisions within welldefined guidelines Uses initiative to select most appropriate solution to straightforward problemsputs forward suggestions for improvement concerning current processes or systems Tries different ways of doing things to get the best results Overcomes obstacles and is not deterred by setbacks; checks assumptions and first principles and works out alternative approaches Reacts proactively to new challenges and works in a flexible manner to produce solutions Provides feedback and participates on discussions surrounding new ideas approaches or projects Delegates effectively, setting clear expectations and authority Monitors results and feeds back to team on a regular basis Recognises others contributions and acknowledges their limits Does not know where to look for information and takes no responsibility for finding out Displays a negative attitude towards new ideas Criticises unconstructively the ideas and suggestions of otherswhen faced with obstacles Is unwilling to consider new ideas or approaches Is unreceptive to and overly critical of changes to their normal tasks Does not participate in discussion around new ideas, approaches or projects Fails to supervise others effectively Fails to treat all staff fairly and consistently; plays favourites Fails to recognise others contributions Fails to set clear expectations and authority when delegating tasks

7 diplomatic, conflict managing Leadership Vision and strategic direction, inspiring others, managing change, developing team, entrepreneurship, espouses College values and ethic, analytical and problem solving, self belief Helps others to identify ways to improve their performance Prioritises supervisory responsibilities and carries them out in a timely fashion Understands and can identify learner /staff/ partner needs and looks for opportunities to improve their experiences Demonstrates respect and discretion when dealing with staff Emotionally intelligent; understands the emotional responses of others to challenges and their impact on others Adapts style appropriately when leading different people in different situations Thinks long term Keen to see direct reports /team members take credit for successes Takes time to know team Is unavailable to the people they manage Fails to recognise effects of own behaviour on others Avoids conflict situations