2. Monitor status of service requests and liaise with team members to ensure service desk issues are resolved.

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1 JOB DECRIPTION JOB TITLE upport Officers (2 nd Line) JOB NO ERVICE AREA: ICT ECTION: ICT ERVICE & UPPORT LOCATION: A REAONABLY DETERMINED GRADE : 6 CP s: CAR ALLOWANCE: CAUAL PURPOE OF JOB: Responsible for the delivery as a team member of the ervice Desk team which provides second line ICT support within the Council, ensuring service performance is within established parameters. Providing second line support and overseeing and monitoring handover to third line support. Providing day to day support, guidance and mentoring to all customers within WMBC and other team members. Provide advise guidance and training to 1 st line support to assist in the knowledge and understanding Installation of customer rebuilds, re-location and new equipment both hardware & software REPONIBILITY LINK Reports to: Team Leader ervice Desk Responsible over: None PECIAL CONDITION: MAIN ACTIVITIE: 1. Provide support to users of the ervice Desk. 2. Monitor status of service requests and liaise with team members to ensure service desk issues are resolved. 3. Resolve second line support issues and provide guidance to customers within WMBC on resolution on issues they are dealing with. 4. Ensure all incidents are appropriately recorded in the Council s ervice Desk system. 5. Act as the first point of contact for any business critical support requirements and take ownership for resolution. 6. Assist third-line support resolution using members of the Applications upport, Data Centre, Networks and DBA teams Throughout the process, maintain regular communication with the taff and users in order to manage customer expectations. In cases where there is significant disruption, or there is disruption to members of the public, escalate immediately through the defined route and seek guidance on what communication can be made. 7. Preventative maintenance application and equipment. 8. Installation of customer rebuilds, re-location and new equipment both hardware & software 9. Deliver to clear objectives and monitor your performance (measures to be agreed), ensuring this is within agreed limits. 10. Deliver a customer focused culture and incident ownership within the ervice Desk team. 11. Handle customer complaints, recording issues and ensuring problems are resolved. 12. Assist in collating information required by Your Team Leader for them to deliver reports in line with the

2 reporting schedule defined by Quality and Performance Manager and pass to Account Managers as agreed. 13. Maintain support information. 14. Highlight recurring issues to the Team Leader ervice Desk 15. Identify and highlight any deficiencies in the ervice Desk personnel s knowledge. 16. Request training / coaching of self and colleagues on systems support and support processes. 17. Report on all open incidents not closed within agreed time limits. 18. Follow and implement agreed ervice Desk procedures and processes. 19. Assist in Business Continuity and Disaster Recovery processes. COMMON REPONIBILITIE (All Team Members) This job description sets out a summary of the key features of the role. It is not intended to be exhaustive and will be reviewed periodically to ensure it remains appropriate for the role. 1. To work as part of a flexible team, providing a high quality service to individuals, organisations and Partners, involved in regeneration initiatives. 2. To develop a broad understanding of the Partnership s and the Council s aims and objectives and mission, together with an in depth understanding of how these aims and objectives impact on the postholder s duties and responsibilities and the Partnership, as a whole. 3. Appraise and determine the impact of new or proposed legislation and guidelines and advise appropriate levels of management. 4. Attend and prepare reports for scrutiny panels, performance and project boards, EMT and cabinet meetings. Team Working 1. To work co-operatively with colleagues and Partners within the values of the Partnership and the Council, so as to achieve the aims, objectives, standards and targets of the post, the Partnership and the Council. 2. To use personal skills, knowledge and experience to optimum effect within the limits of the post. 3. To prepare accurate and complete technical and specialist documentation, as relevant to the Partnership, including the preparation of minutes / notes of meetings and technical reports. 4. To independently and effectively deal with enquiries from all sources, including telephone callers and personal visitors. This includes responding to correspondence on general, technical and specialist matters within the postholder s competence. 5. To initiate, attend and be an active participant in working / project groups and other meetings, as the team s representative, to identify, discuss and resolve current issues. 6. To inform the relevant senior staff of all matters of concern arising within the scope of the post. 7. The postholder must also undertake other duties within his / her competence, or otherwise appropriate to the grading of the post, as required. 8. The postholder must, at all times, carry out his / her duties with due regard to the Council s employment policies, with particular reference to Equal Opportunities and Health and afety.

3 Quality 1. To contribute to the Partnership s and the Council s continued achievement of quality standards, including Investors in People, Charter Marks and IO, through individual and team performance improvements. 2. To seek to continually improve administration systems in use within the team, particularly in relation to how these impact on the post. To participate positively in the implementation of new working methods and practices, as required. 3. To maintain a good understanding of, and competence in using, the administrative systems of the team, including computer-based systems. Personal Development 1. To work positively and constructively with the line manager to identify strengths and agree action in relation to development needs, to set these out in a personal development plan and to review this, at least annually, with the line manager. 2. The postholder is responsible for his / her own development, on a continuous basis, and as such will be expected to undergo suitable training. 3. To be aware of current national and local issues relating to Local trategic Partnerships, Local Government and to the Council, insofar as they impact on the post or the postholder. 4. Other duties appropriate to the grade of the post as directed by senior management and/or as required.. DATE PREPARED: May REVIEWED: May 2012

4 EMPLOYEE PECIFICATION Job Title: upport Officer (2nd Line upport) Grade: G6 ervice Area: hared ervices & Procurement (ICT) Using the Job Description consider what abilities are required by a person to perform each of the main activities of the job safely and effectively, Define the essential abilities clearly and unambiguously in terms that are measurable and observable and record them in the space below:- Indicate when assessment s possible. of assessment centre = AC shortlist = interview = i both = /t Abilities, kills and Knowledge Vision and commitment to achieving excellence in service /I 2 Able to take a lead role in initiating and resolving issues WEIGHT CODE hows relative importance Low = 1 Medium = 2 High = 3 Practical experience of operating in a ervice Desk environment on a day to day basis Proven ability to prioritise and resolve IT problems to provide an effective IT service and deliver solutions to Technical i IT& Professional i i competencies Practical experience of managing a range of stakeholders and operating in an ICT environment to support business requirements Experience using and maintaining service desk software and tools to assist in resolution of incidents Knowledge of ITIL ervice Desk Excellent Management Able to manage own workload and those of others and consistently meet deadlines and performance targets /AC/I 3 /AC/I 3 /AC/I 3 Able to work independently, interdependently, assertively and under pressure Proactive, hardworking, self-motivated and enthusiastic Able to build ht and kmaintain effective professional working relationships at all levels across the organisation, including employees, managers, directors, members and other stakeholders Excellent written communication skills /AC 2 Excellent verbal communication skills I 3 Be aware of how ICT systems can be used to maximise support and streamline processes Confident and professional demeanour I 3 Able to evidence commitment to continuing personal and professional development Practical understanding of the application of risk management /I 2 Practical understanding of application of health and safety at work /I 2 An awareness of, and commitment to, equality of opportunity /I 2

5 Experience ubstantial experience of workinq in an ICT environment Qualifications Qualified by experience within an ICT environment Prepared by: Angela Birch Date: May 2012

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