Job Title: Help Desk Officer
Post Number: PO HDO
Division/Department/Section: Support Services/Organisational Help Desk Team
Line Manager Angie Nock, Help Desk Manager PO4001
1. PURPOSE
A single point of contact on behalf of all departments for the provision of employee support services, receiving phone calls, emails and post from across the Force.
To provide a quick and efficient solution to any issues reported.
Keeping the Force updated on the progress of any outstanding issues.
Providing help and guidance to staff throughout the Force to ensure they get the most from the equipment, systems and services provided.
2. POSITION IN THE ORGANISATION
People who work directly for this post
Not Applicable.
3. MAIN RESPONSIBILITIES
(INPUT) (OUTPUT)
To act as the central point of contact for all Force employees and external partners seeking support or services from Support Service departments.
Satisfying internal and external contacts with an immediate solution or giving reassurance that their request will be progressed and that they will be kept informed of progress.
This will allow staff to return their focus to their primary roles and departments being relieved of the burden of day to day queries/tasks.
Recording all contacts on a Help Desk system, categorising and prioritising each of them and tracking their progress.
When major services are affected then keeping the online status board updated with progress.
To resolve the majority of queries and requests directly with the caller and without having to refer to support departments.
Initial prioritisation & categorisation ensures sufficient resources are used to appropriately resolve the issue.
By tracking progress the Help Desk are able to reassure callers and help them to determine any temporary solutions so that they can continue to function effectively.
The online status board pre-empts the need for employees to contact the Help Desk and gives them appropriate advice and reassurance.
To maintain an extensive knowledge of the Force and of the broad range of Support Services provided.
Particularly of any recent or forthcoming changes that will undoubtedly generate an increase in queries to the Help Desk.
A prompt and knowledgeable service will remove any further burden on departments, allow employees to be more productive and facilitate the smooth introduction of change.
To proficiently use the systems and tools provided to research requests that are
unfamiliar to the post-holder, to find a solution or appropriate course of action.
A prompt efficient service that’s capable of resolving far more than any individual could master alone.
To use their initiative and experience, whilst working within appropriate policy, to suggest a suitable solution for any new issues raised. Consulting with an eService Officer to verify suitability and thereby contributing to online knowledge resources.
Enabling a prompt efficient service and contributing towards online resources that will support colleagues should the same issue reoccur.
To support eService Officers by contributing service improvement ideas and writing employee advice for publication online.
A proactive role to reduce the number of contacts to the Help Desk by enabling employees to help themselves.
The post-holder will be expected to undertake other related duties, such as performing the Help Desk Assistant role, as directed by line management.
A flexible approach is required to provide help in other areas of the team when demand dictates, and at regular intervals to maintain knowledge of such tasks.
4. CONTACTS
1. All the employees of the Force
2. Colleagues within the Organisational Help Desk team
3. Key contacts in other departments, where procedure dictates the escalation of an issue.
4. External service providers (utilising maintenance and support contracts)
5. Partner agencies (CPS, Courts, other forces, etc…)
5. HEALTH MONITORING
Not applicable.
6. HEALTH AND SAFETY TRAINING
VDU Assessment
Your line manager has the responsibility to refer to the risk assessments appropriate to your role to identify any additional health and safety training required e.g. manual handling training, VDU assessment, Control of Substances Hazardous to Health (COSHH) etc.
7. VETTING
Management level vetting is required due to the role having the ability to allocate security permissions and the potential for access to sensitive data. Any offer of appointment will be conditional on receiving the appropriate level of clearance.
8. TERMS OF APPOINTMENT
The commencing salary will be within Scale C £17,88 rising by annual increments to a maximum of £18,343
The Help Desk will be open between 0800hrs and 1700hrs Monday to Thursday and between 0800hrs and 1600hrs on Fridays. Help Desk Officers will be expected to cover the opening hours between them on a rota basis with a minimum of 30 minutes for lunch, the rota being organised by the Help Desk Manager.
Staff will be required to work 7 hours 30 minutes Monday to Thursday, and 7 hours on a Friday.
There will also be a limit on how many team members can be absent on any one day and breaks must be staggered to maintain an operational service.
A flexi-time system is in operation and will require approval from the Help Desk Manager before increasing the allocated hours as indicated on the rota. Staff will then be eligible to claim these additional hours in lieu on such occasions, in accordance with the PSC Handbook.
Essential Criteria
Criteria to be measured
Competencies Required
Criteria A
Good verbal communication skills, including telephone techniques, active listening & questioning and with negotiation skills. Confident when communicating with staff of all ranks. Firm but diplomatic. Able to give guidance clearly, patiently and with empathy.
Criteria B
Good written communication skills. Able to concisely convey accurate information in an easy to read format and utilising links to online material. Able to respond to written communications on behalf of the team and with sufficient clarity so as to avoid continued unnecessary correspondence.
Criteria C Quick to learn new skills and acquire and maintain knowledge through online
resources and with the support of colleagues.
Criteria D Relevant professional qualifications or equivalent experience in customer
service (NVQ) and in training others.
Criteria E
Qualifications or equivalent experience to the following European Computer Driving Licence standards:
ECDL Module 1 – Basic concepts of IT
ECDL Module 2 – Using a computer and managing files ECDL Module 3 – Word processing (advanced)
ECDL Module 4 – Spreadsheets (advanced) ECDL Module 7 – Using the Web and email
Able to apply these skills to aid personal productivity and to support the development of these skills in others.
Desirable Criteria
Criteria to be measured
Competencies Required
Criteria F
Relevant professional qualifications or equivalent experience in Help Desk and incident management (ISEB ITIL).
Criteria G
An extensive and up to date knowledge of the Force and of the broad range of support services provided. Maintained by studying general orders, intranet news and relevant Force policies.
Criteria H
Qualifications or equivalent experience to the following European Computer Driving Licence standards:
ECDL Module 6 – Presentations ECDL Module 12 – IT Security
Advanced user-level knowledge of Force IS systems, computer account management and the use of Help Desk and other service management systems.
Able to apply these skills to aid personal productivity and to support the development of these skills in others.
