IT Services - IT Service Desk - Service Desk Administrator Job Description May 2013 V1.0 1
Job Description
Job Title Service Desk Administrator Function IT Services – IT Service
Desk
Reporting to IT Service Desk Manager Direct Reports None
Working Hours Standard 35 hours per week
Normally working Mon – Fri, this role forms part of an early / core / late shift system of 8am to 4pm, 9am to 5pm and 10am to 6pm.
Flexibility is essential as weekend plus out of hours work is required on an on-going, ad-hoc basis as is cover for team members on e.g. holiday
Job Purpose
To provide 1st line IT desktop support via the efficient and effective use of PPL's support desk software in order to provide an excellent level of customer service to the business.
Context of the Role
The IT Service Desk team are responsible for providing support, maintenance and enhancement to the PPL desktop, server and network infrastructure. This covers:
- Desktop Software - based around Office 2010
- Windows Operating System - operating on Windows7
- Desktop PCs - routinely replaced on a rolling three year schedule with dual screens - Local Area Network - on modern, high quality network equipment currently being
upgraded to 10Gbps for faster connection to servers and storage
- Server Software - Exchange 2010 deployed along with Blackberry Enterprise Server 2010 and Mimecast
- Virtual Servers - recently replaced physical host servers doubled the capacity with VMWare upgrade in progress
- Shared Storage - new SAN being rolled out during 2013
- Firewall / URL Filtering - new managed Firewalls recently deployed with improved security and removal of proxy
- Wide Area Network - 2 x 100 Mbps Colt circuits.
This role entails providing support for the PPL desktop estate and as such, this role will require frequent reactive and proactive communication with any staff member in order to give and receive updates on outstanding tasks and Incidents.
The applicant will require the ability to learn key processes and gain an understanding of IT systems and how to support them.
The role requires a high level of customer service. As communication will, at times, be directly with PPL’s executive, the candidate needs to have a professional yet friendly and approachable manner.
The role will involve working co-operatively and consultatively with all aspects of PPL's business including the Public Performance, Member Services, International, Music Reporting, Distribution and Finance teams. A close relationship with other parts of the IT department will also be essential to the success of this role.
This role lies within the IT Service Desk team in the IT Services department, reports to the IT Service Desk Manager, has no management responsibility and works within defined procedures and processes. Internal contact will be with all PPL's departments. External contact will be with 3rd party hardware and software vendors as well as service suppliers.
IT Services - IT Service Desk - Service Desk Administrator Job Description May 2013 V1.0 2 Organisation Chart Head of IT Services IT Service Desk Manager Desktop and Systems Administrator Desktop Administrator Service Desk Administrator Desktop Administrator
IT Services - IT Service Desk - Service Desk Administrator Job Description May 2013 V1.0 3
Key Accountabilities
Systems and applications development, support and deployment
• carry out agreed database maintenance and administration tasks to ensure the information contained is up to date
• receive and respond to requests for support following agreed procedures in order for the requests to be resolved in a timely and efficient manner
Maintain strong relationships
• assist in the investigation and resolution of issues relating to applications in order to assist the team in providing a high level of customer service
• build and maintain strong relationships with stakeholders, key business users, colleagues and external suppliers in order to provide a professional customer service approach
• communicate clearly, fluently and effectively to both individuals and groups by telephone and in person, via both verbal and written communication, in order to assist in the provision of a high level of customer service, including the provision of technical advice and guidance on matters using non-technical language if required
• ensure that support calls are monitored and updated efficiently and effectively, proactively communicating with the business in order to provide updates on outstanding incidents or projects
• work positively and communicate professionally across the team in order to make an effective contribution to team tasks and team spirit
Other responsibilities
• create, modify and delete user accounts across multiple systems and software applications in order to ensure that accurate employee accounts are held
• ensure that personal objectives documentation is kept updated and current throughout the course of the year
• maintain knowledge of new and emerging technologies that might have application to PPL • maintain records of requests in order to advise relevant team members of actions to be taken • maintain the hardware and software asset registers to ensure new acquired hardware and
software are recorded accurately and within good time
• proactively manage personal development in order to increase performance levels and provide opportunities for career development
• respond to requests for support by providing information to team members in order to enable problem resolution, whilst promptly allocating unresolved calls as appropriate
• share knowledge and experience with other team members to contribute to the overall improvement of team capability and increase productivity
The above outlines the key accountabilities of the role and the company reserves the right to vary these to suit the requirements of the business.
IT Services - IT Service Desk - Service Desk Administrator Job Description May 2013 V1.0 4
Person Specification
Job Title Service Desk Administrator Function IT Services – IT Service
Desk
Reporting to IT Service Desk Manager Direct Reports None
Working Hours Standard 35 hours per week
Normally working Mon – Fri, this role forms part of an early / core / late shift system of 8am to 4pm, 9am to 5pm and 10am to 6pm.
Flexibility is essential as weekend plus out of hours work is required on an on-going, ad-hoc basis as is cover for team members on e.g. holiday
FACTOR ESSENTIAL DESIRABLE
Education & Qualifications
A minimum of 5 GCSEs or equivalent, grades A-C
A recognised qualification in computer science or a related subject
Experience 1 year minimum experience in a
similar 1st Line Support Desk role
Experience of providing customer service over the telephone
Experience of using a Support Desk Incident logging package (e.g. Richmond, Remedy, Heat, etc.)
Media industry experience, ideally music industry related
Skills
Knowledge ITIL or similar service
management methodologies
Behavioural Competencies
Customer Service
Ability to meet and strive to exceed the needs of internal and external customers by producing quality work and service
Drive for Results
Able to go the ‘extra mile’ to achieve tasks, objectives and targets. Demonstrates good attention to detail across all areas of work
Teamwork
Able to work together with colleagues to pool skills, ideas and resources to achieve
objectives and resolve problems
Initiative and Problem Solving
Able to take ownership of area, accepts issues and follow up with actions to rectify
IT Services - IT Service Desk - Service Desk Administrator Job Description May 2013 V1.0 5
Managing Projects and Resources
Ability to effectively deal with changing priorities or obstacles and to provide alternative options or solutions
Planning and Organising
Able to work to important deadlines and manage time effectively
Analytical Thinking
Ability to systematically break apart complex problems (written, verbal or numerical)
Other Keeps abreast of current
developments and trends in area of expertise
Keeps up to date on training and continuous personal
