Application Pack ICT Support Assistant CONTENTS 1. Letter from our Chief Executive 2. Job Advert 3. Job Description 4. Person Specification 5. Guidance notes for completing your application
Letter from our Chief Executive September 2015 Dear Candidate, Application For Employment With Bron Afon Community Housing Ltd. Thank you very much for your interest in working for Bron Afon Community Housing. I hope you will find all the information you need in our pack or on our website to enable you to decide whether you want to work here. If you would like an informal chat about the jobs or if you have any questions, please give us a call on 01633 620096, leave a message and we will get back to you. Bron Afon has been created and shaped over the past 6 years by tenants and staff working together to design their own landlord and employer. The result is a unique organisation with our own ways of working. If you join us, you will be able to play your part in improving and adapting our model as we learn from our own experience and others. We have over 1800 members and our members play an active part in the development of our policies and strategies and monitoring performance. Our membership committee is elected and scrutinises the work of our Board, attending Board meetings and receiving all non confidential papers. All our members live in Torfaen and a majority must be tenants. If you join us in any role, you will be working with our membership frequently, involving them in setting priorities and policy making. Bron Afon was established in 2008 following a housing stock transfer from Torfaen County Borough Council and we have just completed the massive programme of works required to bring all the homes we provide up the Welsh Housing Quality Standard fulfilling our commitment to tenants at the time of transfer. That was Phase 1 of our development where we had to be very focused on delivering a major capital investment programme. Phase 2 has a new Corporate Plan with a new broader aim of aim of improving the quality of life and life chances of those living in our communities with a particular emphasis on those facing disadvantage. We are proud to be seen as a public service organisation working as a partner with
public sector organisations in the Borough. Operating only within Torfaen we are a community based organisation delivering local services. With a local focus, a budget of 37 million per annum and nearly 500 staff, most based in our headquarters building, we are large enough to make an impact yet small enough to be versatile and flexible. Unlike almost every other registered social landlord, we are carrying out the internal improvement programme to tenants homes using our own staff rather than major contractors as we can achieve savings whilst ensuring that we create new jobs for local people. The provision of high quality homes and excellent services to tenants is one of our aims. We intend to play a major part in improving the quality of life for all residents in Torfaen, not just in the housing arena but by creating new jobs, increasing skills, improving health, promoting community safety, supporting and developing communities, supporting older people and tackling poverty. If you apply for one of our posts and come for interview, staff will tell you more about what it feels like to work for Bron Afon. We have designed our headquarters as a base for our members as well as our staff, emphasising the membership as essential partners in our organisation. The building is status free with no reserved parking and no separate offices for anyone. Staff are involved in shaping and developing our policies and we are placing a great emphasis on people working across teams. There is much more to say about Bron Afon but you won t really get a feel for whether you want to work here without talking to us, finding out what makes us tick and whether we are the kind of people you want to work with. So call us and talk it over and we can also get one of our colleagues in the team to give you a ring and tell you what it feels like working here with it s positive challenges. Many thanks and good luck with your application Yours sincerely Duncan Forbes CHIEF EXECUTIVE
ICT Support Assistant Grade 3 to 5 ( 14,304 to 23,339 pa) 37 hours per week Job Advert Bron Afon is looking to appoint an ICT Support Assistant, working in an established ICT team that provides support to over 400 end-users, situated at our headquarters in Llantarnam and our satellite offices throughout Torfaen. As an employer we strive to create a great place to work and our modern offices in Cwmbran, just off the M4, help us to create a professional, relaxed and friendly environment. We offer excellent benefits including training and development opportunities, flexible working hours, minimum 23 days annual leave each year (not including bank holidays and Christmas), a generous pension scheme, a health scheme and a newly set up staff social committee who organise fun social activities. This hands on and varied role ensures we provide effective and efficient end-user support and technical administration for all aspects of the ICT service. Not only highly organised and systematic in your approach to problem solving, you will be someone who is keen to develop systems and processes to support others, to maximise the use of ICT throughout Bron Afon. Often the first point of contact, you will provide assistance and advice to end users as well as colleagues in the team. You will report to the ICT Operation s Manager and play a key role in helping to maintain and develop a responsive and supportive ICT section. You will contribute to the service we offer with your involvement in developing our general systems administration procedures, procurement, asset databases, record keeping, procedures, documentation, mobile and voice over IP telephony, call handling and web-based content management systems. This exiting opportunity is being offered as either an entry level development post (grade 3), with a view to progressing to grade 5 or for a candidate with relevant experience (grade 5). Whether you have commercial ICT experience or have a passion for ICT and looking for an opportunity to break into the industry, we are committed to delivering a tailored package of training to ensure you are able to meet the demands of the job. Want to know more about the role and want an informal chat please contact Lee Walsh, ICT Operations Manager on 01633 620123. For permanent members of staff, an expression of interest is required. For an application pack please visit our website at www.bronafon.org.uk email recruitment@bronafon.org.uk or contact Human Resources on 01633 620096 and leave a message. CVs will not be accepted. Closing Date: Friday 16 th October 2015 Interview Date: Wednesday 4 th November 2015
ICT Support Assistant Job Description and Person Specification JOB TITLE RESPONSIBLE TO ICT Support Assistant ICT Operations Manager GRADE 3 to 5 (Bar 1 4, Bar 2 5) LOCATION Llantarnam Business Park, Cwmbran, South Wales JOB PURPOSE 1. To work in established ICT team providing 1 st line support to over 350 office based and mobile users. 2. To manage the ICT assets effectively, including inventory management and procuring new equipment. 3. Working closely with the user community to help them meet their business needs by utilising ICT equipment. This includes mobile and desktop hardware. 4. Review and improve key aspects of the ICT technical administration function, ensuring that procedures and practices deliver an efficient and effective service KEY RESPONSIBILITIES 1. Implementing the Bron Afon Community Mutual Model 1.1. Support the development of an ICT service that enables Bron Afon to effectively engage with and support tenants, residents and local communities. 1.2. Personally engage in learning and development projects that are relevant to this post and advance the services which Bron Afon provides. 2. Information & Communication Technology Services 2.1. Update the ICT databases to ensure the effective allocation, registration and management of all hardware assets, software library, support warranties, licences, user details, telephony, mobile devices etc. 2.2. Order all aspects of ICT procurement for consumables and software to ensure that the right stock being is supplied at the right time, and that this complies with Bron Afon s procurement standards.
2.3. Deliver a responsive ICT asset administration and support service. Undertake desktop hardware and other ICT equipment installation and set with HQ. 2.4. Play a key role in supporting the development of the communication systems within Bron Afon, holding specific responsibility for maintaining and developing the Intranet and Website content management systems. 2.5. Keep up to date ICT documentation library 2.6. Carry out any tasks as required in the event of a Business Continuity / Disaster recovery situation Bar 1: 2.7. Develop, maintain and enhance ICT databases to ensure the effective allocation, registration and management of all hardware assets, software library, support warranties, licences, user details, telephony, mobile devices etc... 2.8. Source, order and manage all aspects of ICT procurement for consumables and software to ensure that the right stock being is supplied at the right time, and that this complies with Bron Afon s procurement standards. 2.9. Deliver a responsive ICT asset administration and support service. Undertake desktop hardware and other ICT equipment installation and set ups both centrally and throughout Torfaen. Provide appropriate training, coaching and support for others in the use of this technology as required. 2.10. Organise and maintain an accurate and up-to-date ICT documentation library which provides a clear accessible system for the management of all information and documentation relating to the ICT service in Bron Afon. 2.11. Keep up to date ICT documentation library which provides a clear accessible system for the management of all information and documentation relating to the ICT service in Bron Afon. Bar 2: 2.12. Manage internal/external stakeholders in conjunction with assigned changes or projects. 2.13. Sole responsibility for the success or failure of certain assigned changes or projects. 3. Strategic financial management and control 3.1 Update all ICT records to ensure records are accurate. 3.2 Support the continuous improvement of the ICT service. Bar 1: 3.1 Monitor, review and report on agreed aspects of ICT performance. Produce highlight reports to measure the standard of internal and external ICT provision (particularly with
reference to incident management and change control). Where possible identify areas for and/or recommending service improvements.. Bar 2: 3.2 Deliver service improvements in line with key performance indicators to ensure the best use of available resources. Support the continuous improvement of the ICT service 4. Governance, Regulation and Conduct 4.1. Demonstrate the highest personal standards of integrity, conduct and values consistent with Bron Afon s vision and values. 4.2. Maximise the use of all premises and ICT resource. Maintain compliance with all data protection and data analysis requirements. 4.3. Promote and uphold Bron Afon s Code of Conduct, Equality and Diversity Policy and other key policies and procedures. Ensure compliance to Health and Safety policies and practice across the service. 4.4. Due to the rapidly changing nature of the ICT and business environment, all staff will be expected to operate with a significant degree of flexibility. Carry out such other duties and responsibilities consistent with those set out in the above job description and accept that this job description will be the subject of regular review.
Person Specification ICT Support Analyst Criteria Evidence required Selection methodology Qualifications, knowledge and understanding Experience Skills and Abilities Personal Qualities Knowledge of ICT support operations and back office administration* An ICT related qualification and/or relevant experience* Experience of ICT asset management and procurement* Experience of effectively prioritising and organising own workload Experience of developing and delivering information management and ICT support services* Extensive experience of using information technology including word processing, spreadsheets and databases Proven ability to build positive internal and external relationships and effectively advise and support people throughout the organisation Good numerical skills and the ability to communicate clearly verbally and in writing Ability to maintain electronic systems and administer changes in line with procedures Ability to meet the day-to-day requirements of ICT users are met* Understanding of service level agreements and key performance indicators* Operates in an orderly, methodical and systematic manner Ability to develop and deliver corporate standards and information management systems A positive and enthusiastic individual who is self motivated and has excellent organisational skills Keen and enthusiastic approach with the motivation to deliver high quality services Proven commitment to equality of opportunity and diversity of employment and service delivery An effective time manager who can respond quickly to changing demands and conditions Patient, professional and courteous with a strong customer focus Team player who enjoys sharing and working with others. Ability to work on own initiative. The ability to work accurately to tight deadlines A I P X X X X X
Additional Requirements Flexibility to work outside of standard office hours and work at times on evenings and weekends The ability to speak Welsh is a desirable criterion for this post X A=application, I= interview, p=probation *Must meet to be considered for the grade 5 post Bar 1 (Grade 4) The following needs completing in order to move onto grade 4: 1 Complete NVQ Level 1 In Customer Services 2 Complete NVQ Level 2 In Customer Services 3 Institute Customer Award Complete Learning Logs & Meet with ICA Manager 4 Use ICT Service Desk, and look for opportunities to improve competencies 1 & 2 5 Manual Handling Course Stock Room Duties 6 Complete On the Job Training: Active Directory and Microsoft Exchange 2010 7 Full current driving license and access to a vehicle 8 A+IT IT Technician Course 9 Undertake and complete a number of ICT & Business Changes. Where each change will become increasingly challenging with greater impact.
Guidance Notes for Completing Your Application Vacancy Information Please take time to read through the vacancy information provided in this pack we have put this together to help you to decide if this is the job for you. There is a full job description and person specification which will give you a feel for what we re looking for in terms of skills, experience, abilities and personal qualities. Whether or not you get shortlisted will depend on how well you have demonstrated that you meet the person specification criteria marked as tested at application stage. Remember that we won t assume anything, so please make sure that you give us as much information as you can for us to shortlist, using examples wherever possible. Completing the Application Form It is important that you complete all sections of the application form so that we can shortlist your form thoroughly. If a section does not apply to you, please write NOT APPLICABLE. We do not accept CVs so make sure that you complete the form in as much detail as possible. Unfortunately, we are unable to process incomplete applications or CVs. Personal Details This section will be removed from your application and will not be seen by the shortlisting panel. We do this to make sure that the panel s decision is based solely on merit, and on the information that you have provided about your skills, knowledge, experience and ability. Bron Afon Community Housing is governed by the Welsh Assembly, and we need to provide them with information about any of our staff who are related. We are not permitted to offer employment to relatives of our Board Members prior to obtaining confirmation from the Welsh assembly. Therefore please make sure that you answer this question honestly, as failure to do so could result in an offer of employment being withdrawn, or dismissal if you ve already been employed. If the post that you re applying for is covered by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975, then you need to tell us about any previous criminal convictions that you may have. If you do have a criminal record, this may not necessarily preclude you from doing the job but you do need to tell us about it. Any information that you provide in this section will be kept strictly confidential and will only be seen by those who need to we ll only use this information in consideration of your suitability for the role.
Please provide us with two referees these should be your last two employers, as we will be asking them to comment on your ability to do the job that you ve applied for. If you are unable to provide two previous employers, please provide us with a school or college teacher, or someone who can comment on your voluntary work experience. Reasons for Application In this section, you need to demonstrate clearly how your experience, knowledge, skills and abilities match those required in the job, as detailed in the Person Specification. Where possible you should give examples of when you have used specific skills and abilities or needed to develop competencies in the relevant areas. You can draw on elements from any aspect of your life, such as education, work, home or community life, as long as you focus on its relevance in comparison to the needs of this job. Equality & Diversity Monitoring Form This information will be detached from you application form, and the recruiting panel will not see any of the information that you put in this section. We ask for this information to check the effectiveness of our Equal Opportunities policies, and to ensure that we are reaching all applicants regardless of their gender, age, disability, nationality, ethnic origin, sexual orientation and religion or belief. If you are appointed, this information will not be placed on your HR File. Data Protection If you are successful in your application for employment at Bron Afon, the information that you provide on the application form and during recruitment will be kept on your HR file. If however you are not successful then your information will be held in line with the Data Protection Act and will then be destroyed securely. Part or all of your application may also be held in a computer database and used to provide information for administration and reporting purposes. You will not be identified via any information contained in reports. Submitting Your Application There are a number of ways that you can submit your application form to us. The easiest way is by email to our dedicated address recruitment@bronafon.org.uk If you apply by email, then we will take this as a digital signature, and that you are confirming that all of the information that you have provided in the application form is true and correct. Alternatively, you can post your form to our head office:
Ty Bron Afon William Brown Close Llantarnam Business Park Cwmbran Torfaen NP44 3AB If you do post your application, please make sure that you have put enough postage on the envelope a first class stamp (unfortunately!) is usually not enough. Your application will need to be with us by the closing date and time stated on the advert. We won t normally accept late applications, so please make sure you leave enough time to get it to us. We try to acknowledge every application that we get either by email or by post; so that you know that the application has been received. If you then don t hear anything from us within 6 weeks of the closing date, please assume that your application has been unsuccessful this time. Further Advice... If you need any further help or advice on completing the application form, please contact us by leaving a message on 01633 620096 and someone will return your call.