October 2014 Page 1 of 5

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1 ACORNS CHILDREN S HOSPICE TRUST JOB DESCRIPTION JOB TITLE: RESPONSIBLE TO: IT Service Desk Supervisor Head of IT RESPONSIBLE FOR: IT Database Administrators (2) LOCATION: Drakes Court JOB OUTLINE The IT Service Desk Supervisor will have a pivotal role in assisting the Head of IT with the delivery of IT service support for the Trust and its wholly owned trading subsidiary. They will provide assistance with all aspects of maintaining and developing the IT Service Desk to contribute in providing a fast and efficient IT service. KEY RESPONSBILITIES: IT Service Desk Administration & Duties Assist in promotion of the IT Service Desk as the continuing single point of contact for all IT related queries, ensuring that the IT department maintains good communications at all times. Ensure that all forms of user request in relation to IT are logged. Prioritise and respond to IT support requests in accordance with structures drawn up with the Head of IT, escalating internally or to third parties when necessary. Perform analysis to establish trends in requests that may identify training requirements, internal improvements and produce a working knowledge base. Work alongside the Head of IT to identify any procurement spending requirements. Set up new users so that they can use all relevant IT services within the network. Procurement of new and replacement PC s to ensure they conform to system standards. October 2014 Page 1 of 5

2 Co-ordination of set up and installation of new and replacement PC s as per agreed user requests. Repair and refurbish of PC s as appropriate. Maintenance of Inventory Asset Database. Provide training where necessary in Trust software applications. Support and provide training for web enabled mobile devices. Basic network administration (Active Directory Users and Computers; communication and carrying out of server and router restarts; network cabling). Establishment and production of IT Service Desk KPI s on a monthly basis, including but not limited to feedback surveys. Communication of planned/unplanned outages/activities affecting IT service to the Trust. Database Administration & Duties Work with steering groups and system owners to ensure that all databases are effectively maintained with all relevant coding, security, protocols and monitoring of use. To ensure that all administrative staff are able to use those elements within the database application that are relevant to their function. Provide an effective IT service for the provision of bespoke reports; profiling, segmentation and analysis of the database. To support all parts of the organisation that may need access to information contained within the database with relevant training or provision of reports. Assist in the periodic cleansing of the databases using effective processes and routines to ensure data accuracy. Import data from external systems into applications maintained within Acorns. Assist in ensuring information regarding clients that is held in the donor database is accurate. Assist in the evaluation, development and installation of improved platforms for the database as they become available and /or relevant. Deputise for the Head of IT when appropriate including ensuring that daily back up is run and act as the prime contact for operational IT issues; referring to the Director of Finance when necessary. October 2014 Page 2 of 5

3 Managing Human Resources Line manage the IT & Database Administrators as required by the Head of IT including agreeing personal objectives and learning and development plans, reviewing performances, and dealing with any issues in line with Acorns staffing policies. Other duties To work alongside the Head of IT to develop new IT procedures as required and suggest improvements to existing procedures and systems. Offer general support where appropriate to ensure that the Finance Directorate continues to provide a high quality support IT service. Keeping up to date with IT developments and assessing the impact on working practices. Acting as an ambassador for Acorns raising aware of its charitable aims and objectives and enhancing its reputation through exemplary behaviour and team working. Complying with Acorns policies for employment, equal opportunities, information security and health and safety. Carrying out any other duties commensurate with the role as may be required from time to time by the Head of Finance. Assist in basic administrative duties for the IT Department including updating user manuals/instructions, inventory and consumable ordering. October 2014 Page 3 of 5

4 ACORNS CHILDRENS HOSPICE TRUST JOB SPECIFICATION IT SERVICE DESK SUPERVISOR CRITERIA ESSENTIAL DESIRABLE Qualifications Educated to NVQ 3 level or equivalent in an IT related subject Microsoft Desktop or Office Support certificate Minimum 5 Grade C GCSE s or more including English & Maths ITIL V3 Foundation MSSQL Certification Experience Demonstrable experience of working on an IT service-desk Experience of managing & supporting a Microsoft Active Directory Experience of supervising a IT service desk support team server environment Experience in maintaining documentation such as system manuals Experience of troubleshooting common networking issues Experience of installing & troubleshooting desktop applications Experience of supporting SQL databases Experience of supporting Microsoft Windows desktop operating systems Experience of maintaining & troubleshooting system backup. and applications Experience of developing and implementing processes and Demonstrable experience of setting and managing team objectives procedures Provision of 1:1 and group training Experience of troubleshooting non-microsoft OS (Android/iOS/etc.) Skills & Knowledge Effective time management skills including establishing & working to deadlines Excellent verbal and communication skills Knowledge of Microsoft OS Windows XP & above Knowledge of Microsoft Office 2010 & above Knowledge of IT service-desk systems / applications Knowledge of common networking protocols, inc DNS & DHCP. Methodical and systematic Logical approach to problem solving Planning and organisational skills Good interpersonal skills Flexible and positive Team Player Abilities Demonstrate commitment to customer excellence Ability to use initiative and work independently. Ability to recognise the wider role of IT within the organisation Ability to research and demonstrate informed selections (solutions, processes and/or products) Personable and professional customer IT service in all methods (phone, , face to face) Other Driving license Willingness to travel and access to own transport Willingness to occasionally work outside of agreed working hours Experience in application of legislation relating to IT, e.g. WEEE, Data Protection Working knowledge of CRM, Financial & EPOS applications Backup software Crisis management Ability to communicate technical knowledge to a non-technical audience Ability to recognise & respond to training needs October 2014 Page 4 of 5

5 TERMS AND CONDITIONS OF EMPLOYMENT POSITION: IT Service Desk Supervisor REPORTING TO: Head of IT LOCATION: Drakes Court SALARY: c 25,000 a year depending on experience and qualifications NOTICE: 4 weeks HOURS: 37 per week PROBATION PERIOD: 12 weeks HOLIDAYS: 23 days plus public holidays rising to 27 days plus public holidays after three years of service PENSION: Employer contribution of 7.5 % LIFE ASSURANCE: Twice salary life assurance October 2014 Page 5 of 5