INTERNAL AND EXTERNAL
SRS - SHARED RESOURCE SERVICE
TECHNOLOGY LED TRANSFORMATION
Service Desk Technician – 1
stLine (12 month Contract)
GRADE 5 POINTS 19 – 25 £17,980 - £21,734
A vacancy has arisen within the SRS for an ICT Service Desk Technician 1st Line.
The successful candidate will assist in the operation of the SRS ICT Service desk in line with the requirements of the Shared Resource Service. You will need a good knowledge of IT 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 ICT requests.
This post is subject to SC Clearance and Gwent Police Security checks.
For an informal discussion, please contact Kevin Elson on 01633 647761.
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 01495 742308, email:
[email protected] alternatively visit Torfaen’s internal website SWOOP to view and download details and an application form.
Closing date for applications: 4pm 6th February 2014 Ref No: SRS050 - 0602
Position Details
Position Title: Service Desk Technician First Line
Grade: 5
Section: Shared Resource Service Service Area: ICT
Responsible To: Service Desk Manager Responsible For: N/A
Office use only
Job Evaluation ID 1891 Date Issued:
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 2nd 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.
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 ICT support functions as and when required.
7. Undertake project work in accordance with instructions from the ICT 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 Imaging, 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
2. Appropriate ICT Technical qualification.
3. Experience of working within an IT support environment.
4. Technical knowledge and experience to enable software and hardware fault diagnosis and resolution.
5. Awareness of Microsoft Office, Applications, Networks, Server Infrastructure.
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.
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.
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
Selection Method
Essential or Desirable
Score Tested at Interview
and/or Application Form
Education/Qualifications/Knowledge
1.1 NVQ IT Qualified (or equivalent) D A / I
1.2 1st Level support experience D A / I
1.3 Knowledge of MS Office Suite, Applications, Networks, Server Infrastructure, Assets
E A / I
Experience
2.1 Working within an ICT support and customer care environment
E A / I
2.2 Hardware and Software fault diagnosis and resolution
D A / I
2.3 Knowledge of call management software and call handling process
D I
Skills and Abilities
3.1 Customer Care Skills E I
3.2 Well developed written and oral communication skills
E A / I
3.3 Ability to meet communication needs of different people and groups
D I
Personal Attributes
4.1 Approachable and relaxed style with excellent networking and negotiating skills
D I
4.2 Professional, courteous with a strong customer focus
E I
4.3 To operate in an orderly, methodical E I
and systematic manner without neglecting the need for flexibility
4.4 Strong team working values E I
Circumstances
5.1 Full drivers licence D A
Total Short Listing Score
