To use centralised systems for remote control of computers and deployment of software, system images and security updates.

Transcription

1 JOB DESCRIPTION POST: First Line Support Desk Analyst GRADE: Support Staff Grade 2/3 RESPONSIBLE TO: KEY PURPOSE: IT Manager To work as part of the ilrc team to provide on-going proactive technical and operational support, administration and maintenance to the college Desktop, Apple Mac and Mobile Device estate as well as its users. To undertake any necessary professional development to ensure that skills meet the College s needs. MAIN DUTIES 1. Service Delivery (iii) (iv) (v) (vi) To provide 1 st line operational and technical support services to staff and students across multiple college sites. Including initial management of incidents and customer requests from receipt to resolution and closure or escalation to senior team members in line with agreed Service Level Agreements. To install and maintain software and hardware relevant to the College s Desktop, Laptop, Apple, Print and Audio Visual estate including related peripherals. Ensuring efficient installation, configuration, security and maintenance in line with the agreed Service Level Agreements. To use centralised systems for remote control of computers and deployment of software, system images and security updates. To work closely with the other support desk analysts, IT Apprentice and 2 nd line Technician to provide operational services and support to the Service Desk and its customers. To collaborate with the ilrc department s Senior Systems Administrators and assist with relevant operational tasks, systems and projects. To support development of the IT Apprentice to appropriately perform their relevant tasks and responsibilities 1

2 (vii) To ensure the college IT Inventory and stock systems are kept up to date, accurate and that all stock locations are kept in an efficient, organised and tidy manor. (viii) To administer and enforce college policies on the use of IT systems. (ix) (x) To record and act on any dangerous or inappropriate practices associated with all aspects of computing, including those which may affect the continuity of the business, advising the IT Manager accordingly. To provide outstanding customer service and support. 2. General Technical Duties (iii) (iv) (v) (vi) To implement good operating practices, complete and maintain accurate documentation and follow procedures to ensure the suitability and security of all relevant college systems. All works to be done following ITIL* guidelines. To contribute towards the smooth operation of the Support Desk Facility. To manage assigned incidents within the Service Desk incident queue system through to resolution. To identify and suggest potential improvements to existing systems, support desk services and processes. To ensure College assets are accurately recorded and tracked. To ensure that only properly licensed software is used and that the College remains compliant with other legal obligations related to IT. To provide support to other members of the team in completing their assigned tasks as required. To liaise with and manage 3 rd parties as required. (vii) To achieve a reasonable level of competence in the specialist areas of the other ilrc staff, to provide cover on a temporary basis during absence due to sickness and/or leave. (viii) To take part in the ilrc teams late night cover rota. *ITIL = Information Technology Information Library 3. Research and Development (iii) To contribute in the formulation of the College s IT strategies and systems development, in a continual effort to achieve improvements in both effectiveness and efficiency and facilitate future College needs. To assist in the design and implementation of IT projects in accordance with priorities agreed with the IT Manager. To participate in and contribute to team development activities and deliver training.

3 (iv) (v) To undertake appropriate professional and personal development in order to maintain the highest professional standards and to keep abreast of new technologies. To advise the IT Manager of any specific development needs in support of specialist areas of responsibility. 4. General To adhere to College Health and Safety and Equal Opportunities Policies and comply with relevant legislation. To undertake any other duties as may be reasonably required commensurate with your grade, at your initial place of work or at any of the other College sites as determined by the Principal. SAFEGUARDING AND PROMOTING WELFARE OF CHILDREN All work in the College involves some degree of responsibility for safeguarding children, although the extent of that responsibility will vary according to the nature of the post. Fareham College is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. The post holder must be aware of the College s policies which safeguard and promote the welfare of children, and adhere to their guidelines. CONDITIONS OF SERVICE The Conditions of Service, which apply to this Post and other detailed information, is available from the Human Resources Department. This job description is not exhaustive but outlines the main features of the post. It may vary as the post evolves without affecting the nature of the duties and the responsibility level. In consultation with you, it is liable to variation.

4 PERSON SPECIFICATION POST: First Line Support Desk Analyst NO. CRITERIA ESSENTIAL/ DESIRABLE HOW ASSESSED QUALIFICATIONS 1 IT based BTEC Level 3 Diploma, associated qualification or relevant work experience 2 CompTIA A+, Network +, MCITP qualifications or equivalent in relevant technologies Certificates Certificates 3 ITIL qualifications, e.g. ITIL v3 Foundation Certificates EXPERIENCE & KNOWLEDGE 1 Demonstrable knowledge and experience in a range of desktop operating systems and their relevant services, third party software applications and management tools, including, Windows XP/7/8, Mac OS X client, ios. 2 Demonstrable knowledge and experience in supporting software and applications including Microsoft Office 2007/2010, Adobe Creative Suite 3 Demonstrable knowledge and experience in supporting Printer and Audio Visual devices 4 Knowledge and experience in PC systems management and administration including automation of patching, Knowledge of and

5 experience with wired and wireless networking technologies, equipment and protocols 5 Knowledge of basic networking topologies, configuration and operating procedures, including proxy servers, firewalls, Internet provision, security, services 6 Experience in IT hardware fault diagnosis, upgrading, repair and general maintenance 7 Experience of working in a further/higher educational (FE/HE) environment PERSONAL QUALITIES 1 Proven ability to meet tight deadlines and planned work to a high specification, in a customerfocussed environment. 2 Ability to work under pressure, to a busy schedule and working to tight deadlines. Must be a flexible team player. 3 Proven ability to manage own workload.. 4 Excellent communications and interpersonal skills, with the ability to negotiate and deal with people at all levels. 5 Demonstrate a proactive and flexible approach to working, embracing new technologies, systems and processes 6 Ability to work independently and with colleagues from within the ilrc team and across the College 7 Commitment to own personal and professional development.

6 FOR SIGNATURE BY APPOINTED EMPLOYEE: I hereby confirm my agreement to the job description for my role as set out above Print Name: Date: Signature: