Our values – Accountable, Open and United
Ein gwerthoedd – Atebol, Agored, Unedig
Job Description
Date April 2013Post Title Schools IT Senior Analyst
Post No.
Grade Grade 7
Section Schools IT Services/User Support
Service Area Customer & Information Services
Service Grouping Corporate Services
Responsible To Schools IT Services Manager
Job Purpose
Under the general direction of the Schools IT Services Manager, the post holder will play an active role in the move towards a service management culture in IS&C. The postholder will be responsible for the day to day operations of the schools service desk and response services, leading a customer-focussed team responsible for managing and prioritising the workload of the Schools Service Desk and the management of the schools central infrastructure.
All IT staff will assist the development and implementation of a service management culture with strong performance management
Key Results Areas
1. To implement, coordinate and manage the day to day operation of the Schools Service Desk function receiving, prioritising and responding to customer incidents, problems or issues and facilitate local and centralised computing, remote access and mobile computing.
2. To oversee the process that ensures all Incidents/ Requests for Change are managed in the most cost effective and efficient manner, and ensure that escalation procedures are followed.
3. To take a lead role in IT Problem/Release Management processes, ensuring that school service desk procedures comply with Incident, Change, Problem and Release Management process requirements.
4. To provide notification of significant proposed changes to the schools infrastructure to the Schools IT Services Manager and Technical Support managers.
5. To ensure that the schools desktop infrastructure and central services comply with processes for Change and Release Management in line with departmental processes and security requirements.
6. To manage central IT applications and user account administration for schools curriculum and administrative systems in line with departmental requirements for Change and Release Management processes.
7. To support IT performance management for the school service desk function, including the Availability and Capacity Management of schools central systems
Our values – Accountable, Open and United
Ein gwerthoedd – Atebol, Agored, Unedig
8. In conjunction with the Schools IT Services Manager and Technical Support managers, provide technical assistance and development for hardware and software to meet school requirements and industry advances.
9. To have an in depth knowledge of the schools Service Desk customer base and to carry out research and development into new technologies, in order to provide a high quality support and development service.
10. To provide advice and support to the Schools IT Services Manager and Technical Support managers to ensure that IT Service Continuity is maintained.
11. To maintain personal and professional development to meet the changing demands of the job and to support the central schools infrastructure.
12. To support and maintain the schools Service Desk and to be responsible for schools centralised infrastructure documentation.
13. To update customer information for publication on the Authority’s Intranet relating to system failures and periods of planned downtime.
14. To assist with ICT projects as required.
15. Such other duties as may reasonably be required by the IT Management Team.
Qualifications and Experience
Postholder should have 3 years’ experience in the Information Technology field specialising in schools IT services support. The postholder must be educated to degree or have the equivalent experience, and have the ability to work with minimal supervision
Supervisory Responsibilities
Responsible for the supervision of a team of Schools IT Service Analysts, and manage a rotational system for school service desk support and schools infrastructure support in conjunction with the Schools IT Services Manager.
Supervision Received
The postholder reports to the Schools IT Services Manager
Principal Contacts
1. The postholder may be required to work outside of normal office hours to provide operational support.
2. The postholder may be required to work at any of the Authority’s sites on an ad hoc basis.
3. As a member of the IT service, the postholder will be part of a team responsible for delivering support services and as such may be required to work at specific hours during the extended working day created by the Authority’s flexitime scheme. 4. The postholder may be required to take leave to coincide with school holiday and
Our values – Accountable, Open and United
Ein gwerthoedd – Atebol, Agored, Unedig
Special Conditions
Disclosure and Barring Service Disclosure
This post will result in you having substantial contact with children, the elderly, sick or disabled. The Authority, therefore, requires that by virtue of the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975, the Children’s Act 1989 and/or the Police Act 1997, you reveal any criminal convictions, bind over orders or cautions, including those which would normally be regarded as spent. You must complete the relevant section on the application form – your application will be returned if this section is incomplete. If successful in your application you will subject to a Disclosure and Barring Service Disclosure. Further information about Disclosure and Barring Service Disclosures and the
Council’s approach to recruiting ex-offenders should follow the application form, if not contact the person named in the advertisement.
This job description sets out the main duties of the post at the date when it was drawn up. Such duties may vary from
time to time without changing the general character of the post or the level of responsibility entailed. Such variations
are a common occurrence and cannot of themselves justify a reconsideration of the grading of the post.
Our values – Accountable, Open and United
Ein gwerthoedd – Atebol, Agored, Unedig
Job Requirement
Date April 2013Post Title Schools IT Senior Analyst
Service Area Customer & Information Services
Requirement Essential or
Desirable
How Tested (S) used at Shortlisting
Education/Qualifications/Knowledge
1.1 Degree in relevant IT discipline or 5 years IT support experience
1.2 Able to demonstrate knowledge and application of relevant technologies.
1.3 Understanding of schools IT support services
E
E
E
Application Form (S)
Application Form/ Interview (S)
Application Form/Interview (S) ___________________________________________________________________________________________________________________________________
Experience
2.1 3 years IT services/ support experience
2.2 Experience in schools, Local Government or relevant large organisation
2.3 Proven experience of developing, managing and administering Microsoft environments, including email services
2.4 Understanding of ITIL and IT Management processes 2.5 Understanding of server environments
E D E D E Application Form/Interview (S) Application Form/Interview
Application Form/ Interview (S)
Interview
Application Form/ Interview (S) ___________________________________________________________________________________________________________________________________
Aptitudes and Skills
3.1 Ability to communicate effectively with team members, internal clients and suppliers.
3.2 Problem solving skills.
3.3 Ability to set priorities and manage workloads.
E E E Application Form/Interview (S) Interview Application Form/Interview ___________________________________________________________________________________________________________________________________
Personal Attributes
Our values – Accountable, Open and United
Ein gwerthoedd – Atebol, Agored, Unedig
customer care and best value. 4.2 Ability to meet deadlines.
4.3 Able to work with limited supervision.
E E Interview Interview ___________________________________________________________________________________________________________________________________
Circumstances
5.1 Must be prepared to work flexibly to meet needs of the service.
5.2 Hold a current, full, UK driving licence. 5.3 Welsh Speaking E D D Interview Interview Application Form ___________________________________________________________________________________________________________________________________
Equal Opportunities
6.1 Understand and demonstrate a willingness to promote positively the Equal Opportunities Policy of Newport City Council
E Interview
