To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers.

JOB DESCRIPTION

Job information as shown on organisation chart

Job Title: ICT Service Desk

Analyst

Directorate: Transformation &

Technology

Post No:

Division/

Department: ICT Operations,

ICT Service Desk

Grade: HC4

Section/

Location: ICT

Operations

Organisational information:

Responsible to: ICT Service Desk Team Leader

Professionally responsible to: ICT Service Desk Team Leader Dimensions:

Responsible for: Staff – None Budget – None

1. To be part of the team logging the 60000 calls made to the ICT Service Desk annually 2. To be part of the team undertaking 1st line support in resolving the 60000 incidents logged

annually, working to established and set processes and procedures to resolve incidents satisfactorily and within SLA timescales for users

3. Responsible for 1st line support and resolution of incidents in relation to desktop devices, applications and enabling user access to systems, in accordance with established processes and policies, across Herefordshire Council, Herefordshire NHS organisations and other Hoople customers.

4. To provide excellent customer service to Herefordshire Council and NHS end users of ICT and other Hoople customers

Key relationships/Functional links with:

Internal:

 Other ICT Services colleagues and management

 All users of ICT within Herefordshire Council, NHS Herefordshire organisations and other supported organisations

External:

 Herefordshire Schools

 Herefordshire GP practices

 Herefordshire Partnership colleagues

 Suppliers of Council and NHS IT equipment

 Suppliers of Council IT and NHS software

 Outside service providers

 Customer Contact Centre

 Other Councils, Primary Care Trusts and hospitals

 Other Herefordshire partner organisations (e.g. voluntary sector, other public sector, other healthcare providers)

Main Purpose of Job:

To provide an effective, professional and customer focussed ICT Service Desk service to the customers of the Council, NHS and all Hoople customers.

To provide effective front line telephone support, processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress

Main Responsibilities / Accountabilities / KRA:

 To answer the telephone in a professional and customer focussed manner to deal with ICT end users’ queries

 To log support requests and other requests in the ICT Service Desk software as accurately as possible with as much detail as possible so as to have enough information to assess and resolve the support request

 Prioritise customer calls and liaise with customers to ensure priorities are clearly understood and matched to real business requirements.

 Provide 1st line problem resolution for desktop support issues and applications

 Remote loading of software in accordance with licensing law, and departmental guidelines

 Ensure customers are updated on the status of calls

 Promote and adhere to corporate ICT policies and strategies

 To provide technical support using remote administration tools

 To enable end-user access to systems according to organisational policies and procedures

 Where not possible to resolve support requests within the ICT Service Desk, to assign the support request to the appropriate 2nd line support group for resolution

 Logging asset and equipment information into relevant databases for equipment and warranty management

 To escalate high priority issues appropriately within the department for resolution

 To maintain customer contact and update customers on the progress of support requests until resolved

 Interpret technical or procedure manuals on behalf of non-technical users and provide routine training in normal usage of systems, products and services, providing information on the full range of capabilities

 Promote and adhere to corporate ICT policies and strategies.

 Observe information security, data protection and network security guidelines, reporting breaches to ICT Services management.

 Adding to and maintaining the existing technical knowledgebase relating to desktop systems deployed and supported.

 Set up and maintain user access and network access to systems

 Manage own workload in an efficient and timely manner, prioritising work in line with customers’ business requirements.

Job Activities:

 To answer the telephone to deal with ICT end users’ queries

 To provide the customer with a solution to his/her query or problem at the first point of contact, whenever possible.

 To provide an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident

Frequency

Daily Daily

analysis

 To provide the customer with relevant information including support request reference and details of likely resolution timescales, providing information to enable problem resolution and promptly allocate

unresolved calls as appropriate

 To provide technical support using remote administration tools and assist users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advise of known solutions where applicable

 To work through the work lists of logged support requests and resolve requests according to agreed processes and procedures

 To assign priority levels to support requests logged, according to severity and impact, and where required, highlighting high priority items to senior management or other ICT teams for swift resolution

 To log asset and equipment information into relevant databases for equipment and warranty management

 For all products, services and systems within the area of responsibility, demonstrate, install and commission desk-top systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc

 To enable end-user access to systems according to organisational policies and procedures including network account administration, including email configuration, user account maintenance, security assignment and resource allocation such as sharing network printers.

 Desktop software fault analysis, diagnosis, repair, upgrade and resolution

 Configure and support desktop software according to specified requirements and local procedures

 Chase call resolution in line with customers’ business need.

 Release approved All Email Users/Global email messages on behalf of the Council

 Maintain integrity of the Helpdesk database by ensuring all information logged is accurate

 Liaise with external companies to support ICT service delivery, for example placing warranty calls and service calls

 Provide advice to users prior to office reshuffles or moves, and support to re-establish network facilities

 Provide advice and guidance on the use and purchase of IT equipment and software ensuring maximum benefit is obtained from existing and new technologies

 Ensure that relevant ICT policies are being applied and followed in the customer community

 To carry out administration tasks of associated Service Desk processes and procedures



Daily Daily Daily Daily Daily Daily Daily Daily Daily Daily Daily As required As required As required As required As required As required As required

Other information:

Disclosure type: Standard

Working pattern: The post holder is required to work on a rota basis between 8am and 5.30pm Monday to Friday. It is possible that these hours will be extended or amended.

Post term: This is a permanent, full time post.

Line Manager Name:

Line Manager Signature:

Date:

PERSON SPECIFICATION

Job information as shown on organisation chart

Job Title: ICT Service Desk Analyst

Directorate: Transformation &

Technology

Post No:

Division/

Department: ICT Operations,

ICT Service Desk

Grade: HC4

Section/

Location: ICT

Operations

All candidates will be considered on their ability to meet the requirements of the person specification

Essential criteria

Method of

Assessment*

Experience

Experience in using IT Support software to log and manage support requests

Proven experience of working in a customer focussed environment and direct customer contact

Experience of IT system fault analysis, diagnosis and resolution in a workplace setting

Relevant experience of hardware and software desktop maintenance, including carrying out hardware and software desktop upgrades, installation and commissioning

Demonstrable experience of supporting Microsoft business applications including the MS Office suite in an enterprise (business) environment (Office 2003, 2007 and 2010)

Evidence of supporting Microsoft operating systems Windows XP and Windows 7

Experience of network account administration

An ability to use Microsoft Office to at least an intermediate level Good working knowledge of Microsoft operating systems

Good working knowledge of Active directory and Exchange 2010

Application form Interview References Skills and Abilities Including personal attributes

Knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT

applications and service processes used within own organisation Ability to solve complex technical problems, including identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps

Promotes and manages change as a means to secure continuous improvements

Recognise fault trends and apply logic across technical boundaries Application form Interview Interview test References

Ability to manage resources & information and deliver to targets Excellent written and oral communication skills, including the ability to communicate and deliver in a clear and concise manner Establish relationships and maintain contacts with people from a variety of backgrounds

Ability to advise, guide and communicate technical issues to non technical staff

Ability to convey the messages in an authoritative yet polite and cooperative manner and exercise political awareness

Ability and commitment to provide customer focused services Ability to develop and maintain helpdesk systems in response to changing circumstances

Ability to log and maintain accurate records

Ability to follow documented processes and procedures Prioritise and productively undertake allocated workload in an organised, logical manner

Excellent team player

Ability to work under own initiative, and to work under pressure and in complex and demanding environments

The ability to present oneself well

Qualifications

and Training

including professional qualifications

5 GCSEs or equivalent including Mathematics and English A-level or NVQ level 3 or equivalent in IT/Computing related discipline or equivalent experience

CompTIA A+, Microsoft MCDST or equivalent experience Numerate and literate

Application form Interview References Certificates

Other Factors

e.g. ability to work shifts, physical requirements (with adaptations where appropriate), ability to drive, agility to travel around county etc.

Flexible working pattern to cover all business hours Ability to work shifts outside of normal business hours Ability to travel to other locations within the county, to visit customers under exceptional circumstances, as the business dictates.

Application form Interview References

*Method of Assessment: AF = Application Form; I = Interview; S = Selection Method; P= Presentation