This document includes information about the role for which you are applying and the information you will need to provide with the application.

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Further Particulars

1. Role details

Vacancy reference: 11846

Job title: IT Support Assistant (Helpdesk)

Reports to: IT Helpdesk Manager

Salary: £21,391 to £24,057

Terms and conditions: Secretarial and Clerical

Grade: 5

Duration of post: Permanent

Working hours: 37

Location: Walton Hall

Closing date: Midday 7 January 2016

Type of application form accepted: Full + Covering letter Number of referees required: 3

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2. Summary of duties

To provide support and advice to users of IT services primarily through the IT Helpdesk. Receiving queries from internal business partners, logging requests, and providing solutions. Where solutions are out of scope escalating as appropriate to the relevant support teams. To lead on IT-related projects working with colleagues in IT and relevant stakeholders within the business. To take service improvement initiatives from conception to making live. These will be small scale projects but with a small audience.

To be involved in the provision of user documentation and guidance materials, where required. To undertake day-to-day responsibility for own projects/activities, under the guidance of the IT Helpdesk Manager.

3. Person specification

To provide user support services via the IT Helpdesk

a) Provide helpdesk support and resolve incidents and service requests within agreed Service levels..

b) Respond to requests quickly and efficiently (with agreed targets) via telephone, personal call and via self-service and monitor/respond to service queues

c) To work within defined key performance metrics

d) To maintain a knowledge base and drive through improvements to service. To keep outward facing information and procedures up-to-date

e) To take ownership of incidents and service requests where appropriate, and ensure regular communication with business partners is maintained through the lifecycle of the incident or request.

To undertake project work and other responsibilities as required

a) To oversee all activities within the project scope;

b) To work with colleagues in IT, and those external to both IT and the University, where appropriate;

c) To ensure that business stakeholders are kept informed with regard to project progress and outcomes.

To maintain appropriate skill set and awareness in relation to IT products and services

a) In conjunction with line manager to ensure that adequate skills are developed and maintained to support the job role.

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 Grades (A-C) at GCE/GCSE or equivalent. (E)

 ITIL qualification or equivalent qualification in IT or related subjects. (E)

 Evidence of on-going self-development, including relevant hardware/software training. (D)

2. Work & Other Relevant Experience (including training)

 Demonstrable knowledge in a range of relevant IT topics. (E)

 Ability to understand and relay technical information to a lay audience. (E)

 Experience within an IT user support or IT helpdesk role. (E)

 Experience of Windows user account administration (e.g. Active Directory and share administration). (E)

 Demonstrable high level knowledge of Windows operating systems. (E)

 Demonstrable understanding of ITIL principles (E)

 Experience in the co-ordination of IT projects. (D)

 Able to demonstrate keen interest in the support and use of ICT. (D)

 Good general administrative skills. (D)

3. Personal Qualities and Abilities e.g. initiative, leadership, ability to work on own or with others.

 Good communication skills both oral and written. (E)

 Good interpersonal skills and ability to deal with staff at all levels. (E)

 Good team player. (E)

 Ability to maintain a good level of expertise with regard to the appropriate technologies. (E)

 Ability to work unsupervised. (E)

 Good organisational skills. (D)

 Ability to use own judgement, and seek advice when knowledge/decision is out of personal scope. (D)

 Ability to liaise knowledgably at a variety of levels (e.g. with Managers, IT specialists, users etc.). (D)

4. Other

 The post may require travel to the University’s Regional Centres, working outside core hours and at weekends. (E)

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4. Role specific requirements e.g. Shift working

5. About the unit/department

INFORMATION ABOUT INFORMATION TECHNOLOGY (IT)

The Higher Education sector in England is undergoing dramatic change as institutions adjust to serious reductions in state funding for teaching and students have to bear more of the cost of their education. As well as these cost drivers, the entry of more private providers to the sector and the increasing consumer power of high fee-paying students will put a premium on service delivery and cost efficiency. In turn, this will throw emphasis on the development of robust, efficient, enterprise-scale IT systems to increase efficiency and customer choice.

Information Technology provides and supports all central University IT services and is responsible for the institution's Technical Infrastructure. In addition to this service and support provision, it develops systems to support the business requirements of the organisation.

IT Service Delivery is a team of approx. 60 staff who operate, support and improve the

core Open University student learning and support systems. Available 24x7 these systems are one of the main ways in which our 250,000 students interact with the University. We are also responsible for support of all desktop and mobile computing, and help desks for the 6000 OU staff. Our other key role is to manage the service relationship between IT and the Business Units and Faculties.

6. How to obtain more information about the role or application process

If you would like to discuss the particulars of this role before making an application please contact Ginny Maguire on 01908 652304 or email ginny.maguire.open.ac.uk.

If you have any questions regarding the application process please contact Glyn Bailey on 01908 653285 or email: [email protected]

7. The application process and where to send completed applications

Please ensure that your application, including covering letter and CV, reaches the University by: Midday 7 January 2016

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Berrill L1N Milton Keynes Post Code: MK7 6AA

8. Selection process and date of interview

The interview panel and date of interviews is to be confirmed.

We will let you know as soon as possible after the closing date whether you have been shortlisted for interview. Further details on the selection process will also be sent to shortlisted candidates.