a JOB DESCRIPTION Job Title: Division: Department/Region/Section: Location: Reports to: Responsible for: Grade: Service Desk Analyst Financial Services and Support Information Systems & Support HQ, Southwater Lead Service Desk Analyst N/A Management Staff One 1. Purpose of the job The post holder will act as the central point of contact between RSPCA customers and ISSD Service Management. They will handle technical Incidents and requests, and where appropriate, provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level and ISSD Service Continuity Management. 2. Dimensions The following dimensions are correct at the time of writing (2008 figures): Number of IS customers supported 1993 Annual budget of department 3.4 M Number of pieces of desktop equipment - 1400 Number of servers 150 Number of staff in Service Desk team within which this post sits 2, plus additional contract staff as and when required. The Society operates a converged voice and data communications infrastructure. In all areas of this job the post holder has a responsibility to both voice and data systems. 3. Principal Accountabilities A. CALL HANDLING Deal with incoming calls to the ISSD Service Desk ensuring requests are interpreted correctly and recorded accurately, making consistent and effective use of the ISSD call-logging software. Provide effective and positive first line customer focussed support at all times. Otherwise, where first line support is not initially provided or successful, issue customers with details of call assignment and likely resolution timescales.
Reassign or escalate incidents and requests to on-site third line support, third parties or other teams where appropriate discussing fully with colleagues. Monitor and update all Incidents and requests, including calls assigned to external suppliers. Update call-logging software at each action stage ensuring a complete and detailed history for each Incident and request. Liaise with external suppliers to ensure resolution to agreed standards and timescales. Review Incidents and requests with customers and work together to continuously improve service delivery provision. Provide a single point of contact for RSPCA customers and deliver route requests to correct resource as appropriate. To deal directly with requests and complaints alike and escalate where necessary. B. SERVICE DESK Provide first line support through the call-logging software and on-site, as appropriate for all Incidents and requests where these mainly relate to: Desktop software and hardware Systems and applications software Server and client operating systems Data and voice communications Networking ICT security Ensure Incidents and requests are resolved and implemented to agreed standards and timescales by working remotely through the call-logging software itself and delivering services directly at RSPCA HQ. Advise and support colleagues with complex and less common support Incidents and requests to ensure resolution to issue. Encourage and maintain a positive employee culture of good communications, customer care and continuous improvement within team members. Advise the ISSD Lead Service Desk Analyst on any operational management issues. C. CUSTOMER SERVICE Consult with customers, colleagues, suppliers and other external organisations on all aspects of first line ISSD service delivery including: Standard ISSD Services One-off and special service requirements Monitor and measure ISSD service provision to customers using a variety of performance measurement tools:
Service Desk call review meetings Benchmarking exercises SLAs Participate in the development and promotion of continuous improvement and best value for ISSD services in general. Play a key role in the continuous improvement of the ISSD Service Desk and its responsibilities and the customer experience of contacting ISSD. Participate in other service development and improvement areas, as appropriate. Ensure development of and compliance with ISSD best practice standards and methodologies. D. RECORD KEEPING Update and maintain information on the call-logging software. Work with colleagues, with particular reference to continuously develop knowledge base information within the software. Maintain and update procedures and system documentation. E. SYSTEMS ADMINISTRATION Perform agreed system/database administration and housekeeping tasks and routine operations to agreed standards and timescales. F. HEALTH AND SAFETY While at work all staff are required to: Take care of their own health and safety and that of others who may be affected by their acts and omissions. Co-operate with Society policies and procedures for health and safety Be familiar and comply with Society policies and procedures for health and safety In addition to the above all line managers are required to; Ensure, so far as is reasonably practical, the health, safety and well-being of their staff and others who may be affected by the Society activities. Be familiar and comply with Society policies and procedures for health and safety. G. OTHER DUTIES Undertake any other duties as requested.
4. Knowledge, skill and experience Please refer to the attached person specification (Appendix A). 5. Organisation Please refer to the attached organisational structure (Appendix B). 6. Job Context This post sits within the wider Services Team within Information Systems and Support. It is key in ensuring the smooth running of IS facilities across the Society. The post reports to the Lead Service Desk Analyst who will supervise work on a daily basis. The post holder must take responsibility for their call allocation, taking the appropriate action to resolve Incidents, ensuring quality information is maintained within the call-logging system, taking guidance as required. The post holder will be responsible for providing advice and support directly to customers (RSPCA employees based at HQ and regional sites). Where necessary, they will be able to refer to the line manager or technical escalation points in other teams for guidance, particularly in relation to new problems not encountered before. While a dedicated ISSD technical support team handles third line and some second line calls, where necessary this post holder may have to take on some second line duties to supplement the service. The post holder is required to have full knowledge and understanding of the Society s Data Protection policy, and ISSD s policies and procedures. Reactive work is assigned directly by the call-logging software, emails and telephone calls from customers. Proactive work is assigned by the line manager. 7. Additional information The post holder is required to carry out the following additional duties: Undertake occasional travel including some overnight stays. To attend Services team and project related meetings To be an ambassador for the RSPCA and ISSD in order to maintain its brand image To help the whole department make incremental improvements in the quality of the service it offers and to enhance the professional functioning of the department.
This job description is a statement of the job content as agreed at August 2008. It should not be seen as precluding future changes. Job holder s signature:.. Date: Line manager s signature: Date:
APPENDIX A Person Specification for Service Desk Analyst Criteria Essential Desirable Professional/T echnical Qualifications A level standard Technical qualification in Computer Systems and /or recognised IT qualification to diploma level Willingness to participate in professional development specific to role Working towards or attainment of a professional IM&T qualification or Degree standard Experience & Job Knowledge Knowledge of Information Technologies, including the following: edirectory administration PC hardware Windows workstation Email Internet & intranet MS office Databases Experience in providing customer service support in an IT environment Experience in using helpdesk applications to log and monitor support calls 2-3 years experience of Call Centre, Helpdesk, Service Desk or other telephone based service or support function Can show evidence of personal development Exposure to remote control software for fault diagnosis and fixing An understanding of ITIL, IT Infrastructure Library Good knowledge of technologies including: LAN/WAN technologies Linux CommVault Zen Works GroupWise Cisco Works 2000 Novell Thin Client Experience of working with third parties Front line Service Desk experience within a similar/large organisation
Skills & Competencies Personal Qualities Special Circumstances (if any) Team player Able to work using own initiative Excellent communication & interpersonal skills, written and oral Good documentation skills Attention to detail & quality Pleasant, confident and professional telephone manner Having a general technical aptitude Ability to solve problems Strong customer service ethic Very organised Willingness to undergo training and learn new skills Excellent communication skills ability to explain technical details to non-technical customers Ability to prioritise Ability to work under pressure and tight deadlines Positive can do approach Attention to detail Ability to maintain professional working relationships with team and customers Valid driving licence
APPENDIX B Partial Organisational Structure for Service Desk Analyst Head of ISSD Services Manager Service Desk Lead Service Desk Analyst x 2
A Service Desk Analyst INFORMATION TO CANDIDATES SUMMARY OF MAIN TERMS AND CONDITIONS OF EMPLOYMENT The following information is intended as a useful guide to applicants considering joining the Society. Full details are supplied with an offer of appointment. 1. ELIGIBILITY TO WORK IN THE UK In order to comply with legal requirements, as part of our selection procedure we ask all potential employees to prove their eligibility to work in the UK. If you are invited to interview you will be asked to bring to interview the appropriate original documents. 2. HOURS The basic working week is 35 hours. Normal office hours are between 9.00 am and 5.00 pm, Mondays to Fridays, with a one hour lunch break each day. 3. SALARY Candidates will normally be offered a starting salary as indicated in the advertisement. Salaries are paid on the 15th of each month by credit transfer to a bank or building society account. 4. HOLIDAYS The holiday entitlement is 23 days per calendar year (1 January to 31 December) rising to 25 days after 3 years service. Bank and Public holidays are taken in addition to this. 5. PROBATIONARY PERIOD The first six months of your employment will be counted as a probationary period. During this time the Society will make an assessment of your suitability for acceptance to a permanent position. 6. REFERENCES An offer of employment will be subject to the receipt of satisfactory references.
We require two employment references, one of which must be from your present or most recent employer. These should, if possible, cover a period of at least the last five years. The Society reserves the right to contact your previous employers before an offer of employment is made. Unless your permission is granted, your present employer will not be approached until an offer of employment has been made and you have left their employment. 7. NOTICE During your probationary service the period of notice to terminate your employment is one week by either party. Following successful completion of your probation period, the notice period becomes four weeks in writing on either side. 8. OTHER BENEFITS Upon satisfactory completion of your probationary period other benefits may be available to you. These include a healthcare scheme, childcare vouchers and employee assistance programme. Further details of these schemes can be obtained on request. 9. MEDICAL As part of the Society's selection procedure for employment, we ask all prospective employees to complete a pre-employment medical questionnaire. The purpose is to fulfil our responsibilities under the Health and Safety at Work Act 1974 and ensure that the proposed employment does not present any particular risks from a medical point of view. No formal offer of appointment will be made until the Society, through its Chief Medical Adviser, is satisfied about your medical fitness to undertake the job. Further details about this will be sent to you following the initial interview. NB Unfortunately the Society is unable to contribute towards the cost of relocation if this is necessary. InfocanuptoMS2 assimm.hq Aug 2005