(This form should be completed when creating a New Post or on Recruitment)

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Maurice McBride
8 years ago
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1 JOB SUMMARY

2 APPENDIX 10B JOB SUMMARY (This form should be completed when creating a New Post or on Recruitment) Role Title: ICT Helpdesk Operator Reports to: ICT User Support Manager Section: ICT User Support Department: ICT General Description 1. Provide 1 st Line User Support for all Corporate and Operational ICT Systems / Equipment. 2. Meet or exceed established Key Performance Indicators (KPI's) for call answer, average talk time and incident closure rate. 3. Recording of all contacts to ICT Helpdesk within dedicated software tool. 4. To ensure working practices are carried out in line with standard operating procedures. 5. Proactive monitoring of network / infrastructure service failures. 6. Assist with maintaining asset management inventory for all corporate hardware and software. 7. Assist with management of corporate Media Library. 8. Provide an equipment exchange service for operational communications equipment at Fire Service Headquarters. 9. Assist with administrative tasks in support of ICT Services. 10. Assist with procurement activity in support of ICT Services. 11. Assist with disposal of all redundant ICT equipment in accordance with WEEE regulations. 12. To staff the ICT Helpdesk on a rotating shift basis (Monday to Friday between the hours of 07:30 and 17:30). 13. To carry out any other tasks commensurate with the post as defined by the ICT Helpdesk Supervisor. NEW POST 2

Meet or exceed established Key Performance Indicators (KPI's) for call answer, average talk time and incident closure rate. 3. Recording of all contacts to ICT Helpdesk within dedicated software tool.

3 Specific Duties (Include here current tasks and duties required of the role) 1. Provide First Point Resolution for all Incident & Service Requests contacts (Telephone, , Onsite & Remote) for Microsoft OS, Office & In house bespoke systems in accordance with corporately agreed Service Level Agreements. 2. Take ownership of user Incidents & Service Requests to successful resolution with emphasis on service delivery. 3. Acknowledge and deal with client queries received through the Support Mailbox 4. Ensure that all contacts received by ICT Helpdesk are recorded within dedicated software tool. Helpdesk Operator resolutions / actions to be accurately recorded at all times to maintain ticket history. 5. Liaison with 2 nd Line support engineers to identify resolution for Incident & Service Requests. Where appropriate, utilise Helpdesk software tool to assign Incidents / Requests for assistance. 6. Liaison with 3rd party organisations to ensure Incidents are resolved within their agreed Service Level Agreement. 7. Use of dedicated software inventory tool to record all hardware, software & media assets. Ensuring all changes are updated and monitored at all times. 8. Monitoring and Reviewing work queues to expedite ticket resolutions. 9. Network / Infrastructure monitoring via open source Zenoss / Nagios tool to ensure resilience of ICT Services. 10. To assist in actively training personnel in the use of ICT Systems. Where necessary produce User Guides / Training Documentation. 11. To deputise for ICT Helpdesk Supervisor as required 12. Contribute towards ongoing development of knowledge base. 13. Managing ICT spares holding in support of operational communications equipment. 14. Providing management statistical information as required. NEW POST 3

agreed Service Level Agreements. 2. Take ownership of user Incidents & Service Requests to successful resolution with emphasis on service delivery. 3.

4 NEW POST 4

5 Role Related Knowledge, Skills and Experience (Refer here to the Role Holder Profile within the Role Profile to support identification of required skills) Essential skills: 1. Must have excellent interpersonal and customer focus skills. 2. Must be a genuine team player. 3. Ability to work pro-actively in a customer focused team environment. 4. Must have experience of working in an ICT support environment. 5. Knowledge of supporting Microsoft Operating Systems. 6. Knowledge of supporting Microsoft Office applications. 7. Ability to manage calls in line with established Service Level Agreements. 8. Proactive in analysing trends to identify root causes and solutions. 9. Self motivated and conscientious with excellent attention to detail. 10. Must have a flexible approach to undertake diverse tasks. 11. Must be able to work flexible hours on a shift rota basis. 12. Must have a relevant qualification or proven level of experience in written and verbal communication. Preferred skills: 1. Experience in supporting bespoke in house applications. 2. Experience of using Active Directory. 3. Knowledge of Helpdesk applications, systems and processes. 4. Experience of working in a customer service orientated environment. 5. Sound understanding of the IT industry and the latest technologies. 6. Knowledge of working in Fire and Rescue Service and appreciation of working in a disciplined environment. 7. Knowledge of Mobile Telephone / Smartphone technology. 8. Familiarisation with Xerox Workcentre / Phaser printing solutions. 9. Ability to interpret information and instructions. 10. Ability to impart information to others clearly. 11. Able to work in a sometimes pressurised environment. 12. A technical background with a relevant ICT qualification. e.g. A+, ITIL v3 Foundation. NEW POST 5

Must have experience of working in an ICT support environment. 5. Knowledge of supporting Microsoft Operating Systems. 6. Knowledge of supporting Microsoft Office applications. 7.

Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week

Network Support Analyst Ref: 14-182 Salary circa 21,000-22,800 per annum 37 hours per week IT Services are looking to recruit a Network Support Analyst to be responsible for delivering professional first