INTERNAL AND EXTERNAL

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1 NTERNAL AND EXTERNAL SRS - SHARED RESOURCE SERVCE TECHNOLOGY LED TRANSFORMATON Service Desk Technician 1 st Line (12 month Contract) GRADE 5 PONTS ,980-21,734 A vacancy has arisen within the SRS for an CT Service Desk Technician 1 st Line. The successful candidate will assist in the operation of the SRS CT Service desk in line with the requirements of the Shared Resource Service. You will need a good knowledge of T systems and be able to prove a track record of excellent customer care service You will work across all SRS organisations within a call centre environment as first point of contact for all CT requests. This post is subject to SC Clearance and Gwent Police Security checks. For an informal discussion, please contact Kevin Elson on This post is subject to successful Security Clearance and DBS prior to taking up the post. Application forms are available from and should be returned to: The Recruitment Team, Torfaen County Borough Council, Floor 4, Civic Centre, Pontypool, Torfaen NP4 6YB, telephone , recruitment@torfaen.gov.uk alternatively visit Torfaen s internal website SWOOP to view and download details and an application form. Closing date for applications: 4pm 6 th February 2014 Ref No: SRS

2 JOB DESCRPTON Position Details Position Title: Service Desk Technician First Line Grade: 5 Section: Shared Resource Service Responsible To: Service Desk Manager Office use only Job Evaluation D 1891 Service Area: CT Responsible For: N/A Date ssued: Job Purpose To operate the Shared Resource Services Helpdesk/Service Desk support function in line with the requirements of the Shared Resource Service To provide an excellent level of customer care service at all times, and ensure compliance with quality systems and processes, with the aim to meet and exceed service performance targets. To work across all Shared Resource Service organisations Principal Accountabilities and Responsibilities 1. Under the instructions of the 2 nd Line operators and Service Desk Manager that Helpdesk / Service Desk function is operated at all times in accordance with the agreed core hours of the Shared Resource Service. 2. Respond to all calls assigned to Helpdesk / Service Desk, diagnose faults, and fix equipment, whilst adhering to Call Management Process and Procedures at all times. Undertake Helpdesk / Service Desk duties and ensure all incoming calls are logged 3. Take clear responsibility for call ownership for all calls passed to you until successful resolution and conclusion of the call with the customer.

3 4. Proactively liaise with other team members, technical support teams, 3rd Party suppliers etc. in respect of problem definition and resolution as appropriate, to ensure calls are resolved in accordance with agreed timescales. 5. Ensure call logging information is accurate and journals are completed in full for each call. 6. Provide support to other CT support functions as and when required. 7. Undertake project work in accordance with instructions from the CT Management Team. 8. Participate in the development of new business processes and procedures as appropriate arising from areas such as quality audits, health & safety, data protection, security policy, corporate standards etc. 9. Undertake any appropriate training with regards to new technology being introduced by the division e.g. Altiris, Terminal Server, Heat Self-Service, Document maging, M/S Office and Applications etc. 10. Carry out tasks as required in the event of a Business Continuity/Disaster Recovery Resources/Equipment/Material N/A Supervision/Management of People N/A Knowledge, Skills, Training and Experience 1. Full Driving Licence.

4 2. Appropriate CT Technical qualification. 3. Experience of working within an T support environment. 4. Technical knowledge and experience to enable software and hardware fault diagnosis and resolution. 5. Awareness of Microsoft Office, Applications, Networks, Server nfrastructure. 6. Previous experience of working in a Helpdesk/Support environment Special Working Conditions 1. Due to the rapidly changing nature of the technological and business environment, and the continuing development of the division, all staff will be expected to operate with a significant degree of flexibility. This will necessitate undertaking other related duties, commensurate with the grading of the post, as are required from time to time by the Head of the Service. 2. There may be occasion when it is required to work outside of the Authority s core hours or at weekends, and it will be expected that there will be some flexibility on the behalf of the post holder. 3. On occasion it may be necessary to attend various sites using your own transport. General To observe confidentiality in all aspects of work. To participate in the service area s supervision process and/or Corporate Appraisal process. To demonstrate a willingness to undertake training development and learning opportunities to improve skills. Comply with and support others to observe Health and Safety Act 1974

5 procedures and processes. To adhere to the terms of the Alternative Working Strategy should the post be eligible. To work within the Councils policy and procedures in respect of equal opportunity, anti-discriminatory and anti-oppressive practices. To accept that this job description may be periodically subject to review. To undertake any other duties and/or times of work as may be reasonably required of you, commensurate with your grade or general level of responsibility within the organisation, at your place of work or based in any other establishment.

6 PERSON SPECFCATON Position Title: Service Desk Technician First Line Date: 16/01/2014 For office use only Shortlisted By: Name of Candidate: Date: Please note you will need to meet the essential criterion to be invited for interview. Requirements Essential or Desirable Selection Method Score Tested at nterview and/or Application Form Education/Qualifications/Knowledge 1.1 NVQ T Qualified (or equivalent) D st Level support experience D 1.3 Knowledge of MS Office Suite, Applications, Networks, Server nfrastructure, Assets E Experience 2.1 Working within an CT support and customer care environment 2.2 Hardware and Software fault diagnosis and resolution 2.3 Knowledge of call management software and call handling process Skills and Abilities E D D 3.1 Customer Care Skills E 3.2 Well developed written and oral E communication skills 3.3 Ability to meet communication needs of different people and groups D Personal Attributes 4.1 Approachable and relaxed style with D excellent networking and negotiating skills 4.2 Professional, courteous with a strong E customer focus 4.3 To operate in an orderly, methodical E

7 and systematic manner without neglecting the need for flexibility 4.4 Strong team working values E Circumstances 5.1 Full drivers licence D A Total Short Listing Score Score key: 0 = Not Met Criteria 1 = Fully Met Criteria