Service Desk Technician Service Desk Team Leader None IT

Transcription

1 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 customers, by providing a single point of contact for all IT requirements. Associates in this role provide their technical knowledge and guidance to associates within UK and EMEA sites and therefore deal with a broad range of languages, cultures and technical ability levels. This role is responsible for IT Incident and Request Management and also delivering new services via assigned client technology focused projects. Key duties and responsibilities - Log, categorise and assess all incidents and service requests via the incident management tool, to ensure they receive the correct priority required. - Resolve incidents and requests at first point of contact where possible. Determine the most effective manor to resolve client s technical issues with assistance and escalation to higher technical teams when required. - Elevate complex and/or high priority incidents to the Incident Manager and appropriate support group for resolution - Ensure customers are regularly updated on status of open requests and clear service expectations are set and understood, whilst maintaining a high degree of customer service excellence. - Contact, liaise and manage incidents with 3 rd party support vendors where appropriate. - Management of end user network accounts including, provisioning new accounts, actioning terminations, access control issues and regular assistance in maintaining a secure environment. - Install, configure and maintain client equipment, including, desktops, laptops, thin clients, tablets, printers and all associated devices.

2 - Install, configure and maintain Microsoft and non-microsoft applications including but not limited to; Windows OS, MS Office, Lync, IE, Chrome, VPN, Anti-virus, Adobe creative products, Citrix client and virtual desktops. - Ensure that daily server and system backups are being made, are successful, monitored and reported correctly to Network Infrastructure team. - Support client telephony including, Avaya PBX and mobile devices. Configuring new accounts, troubleshooting and advising on best practices. - Maintain anti-virus software, decontaminate systems where required and escalate to security team when needed. - Clean, re-install and reissue laptops and desktops when required. - Maintain stock of all client equipment for UK and EMEA offices, organise stock levels and replenish when needed. - Arrange all purchasing for equipment stock levels, adhoc requests and office printer consumables. - Remain vigilant on managing client software licensing and ensuring Garmin remain compliant with our software vendors. - Associate mailbox management via Microsoft Exchange for all EMEA mailboxes. - Advise associates on processes and policies for requesting, changing and removing IT services. Ensure these processes are followed correctly, correct approvals are given and ensuring compliance with SOX regulations. - Provide technical training and guidance to internal associates by various methods and explore ways to proactively educate end users and increase user adoption of IT services. - Be responsible for working as an active member of the Client project team on a regular basis, with the ability to manage project work and day to day support side by side. - Take ownership of assigned client technologies, master technical support in those areas, identify and provide suggestions for improvement and create detailed documentation to support those services.

3 Department Specific Responsibilities Each person having this role plays a vital part in the services that Garmin Europe IT Department delivers, as they are, in many instances, the first point of contact for all associates when they require assistance or advice. This requires a greater understanding of customer care as well as high technical knowledge which can be taught via a variety of methods within the department. Their efforts contribute to the IT Service maintaining a high level of customer satisfaction being achieved. The post holder must ensure that all requests assigned to him/her are dealt with efficiently and effectively, keeping the customer informed of progress, and logging resolution for future reference. Technical Requirements Working experience and knowledge of the following areas; - Microsoft Windows Operating Systems: XP, 7, 8 - Active Directory User and Computer Administration - Microsoft Exchange Mailbox Management - Microsoft Office: 2007, 2010, 2013, Knowledge of client hardware: laptop, desktop, think client, mobile device - Windows printing environment - Conferencing Microsoft Lync, Go To Meeting or equivalent - Internal IP Telephony Systems - OS and Software distribution tools (e.g. SCCM) Department Specific Technical Requirements Working experience or knowledge of the following technologies are desirable: - Apple Mac OSX - Warehouse technologies Scanners, Label printing, Thin Clients - Oracle User Administration - Microsoft SharePoint Administration - Avaya PBX Administration Education and experience Certification or equivalent experience desirable in : - Experience in working in an ITIL Environment - Atleast 1 year experience in working in a technical support role - Experience of using an Incident Management/ticket logging tool - Excellent Customer Service Skills - Self motivated - Eager and proactive to learn new skills - Methodical approach to troubleshooting - Work well within team but initiative to work independently - Ability to work within a project team and work independently on assigned tasks.

4 Skills Competency Level Descriptor WORKING WITH DATA & INFORMATION Gathering & analysing information Decision making 2 WORKING WITH PEOPLE Managing relationships & Networking 3 2 Checks and analyses information Establishes accuracy and relevance of information Extracts key patterns and trends from information. Identifies links between different sets of information. Simplifies information for interpretation and presentation. Day to day decisions Follows pre-set procedures where required. Obtains and uses necessary information to make decisions Regularly reviews and agrees scope of decision making for their role Refers decision to others when appropriate. Builds relationships Adapts form and presentation of information to meet needs of the audience. Identifies and maintains regular contact with individuals who depend on or who influence own work Teamworking, Coaching & Guiding 2 Communicating, Influencing & Networking 2 ACHIEVING RESULTS Planning & organising 3 Is an active team member Encourages colleagues to contribute in teams Listens and gives credit to contributions which others make in teams Shares learning and information with colleagues Projects a positive image Presents oral and written communication succinctly and with regard to its impact on the recipient. Presents self in a manner appropriate to the situation. Refers positively to the organisation, its people and its services Plans to meet departmental objectives Accurately estimates resources to achieve plans Builds alternative actions into plans to deal with likely contingencies Communicates plans to relevant people

5 Deadline Management 2 Objective setting 2 DEVELOPING THE BUSINESS 2 Generating & building on new ideas Personal development 2 Takes responsibility for tasks Takes responsibility to ensure commitments are met Regularly reviews progress of tasks Keeps people informed of progress on key tasks Evaluates completed tasks Contributes to setting of individual objectives Ensures that objectives are achievable within already agree commitments Agrees appropriate success and measurement criteria Identifies and highlights potential obstacles in achieving objectives. Participates in the generation of ideas Actively participates in events for generating ideas Positively questions established ways of doing things Actively listens to and considers ideas presented by others Develop self Builds own knowledge of the organisation, its people and its services Seeks opportunities to develop own skills Accepts feedback constructively, regularly reviews and updates personal development plans CORPORATE COMPETENCIES Customer Focused 2 Innovative 2 Flexible 2 Exceeds customer requirements Exceeds customer requirements by ensuring that their needs are met in a timely manner Identifies unfulfilled customer requirements and refers them upwards as required Adapts existing solutions Identifies and applies existing solutions that have not been used previously in the existing environment Highlights additional customer requirements and proposes innovative solutions Is flexible with colleagues and customers Identifies and applies solutions to meet the needs of the business

6 Co-operative 2 Co-operates with colleagues across the department Works co-operatively with colleagues both within their department and within the group Identifies opportunities where colleagues and customers can benefit from alternative approaches Integrity 3 Demonstrates integrity across the business Identifies and promotes opportunities that will be of benefit to both the company and the customers Ensures that the company is represented to customers and suppliers in an ethical manner Signed.. (Employee) Signed.. (Manager) Dated..