Job description
Communication and information technology services (c&its)
Job Title: / Desktop Support TechnicianGrade: / Scale 3
Hours of Work: / 37 hours a week
Work Base: / Designated campus
Responsible To: / The Desktop Support Manager via the local Desktop Support Engineer
Responsible For: / N/A
Purpose of Job: / To support staff and students in the use of approved computers, peripherals, applications and software.
In pursuit of the above: to recommend, implement, install, configure, maintain, support and upgrade approved computers, peripherals, software and applications in accordance with University policies, priorities and objectives
To deliver this support an efficient, effective and timely manner, fulfilling the business needs of the University
Liaison With: / University staff and students and other external bodies as agreed with local line manager.
Main Duties and Responsibilities
1 To complete Desktop Support tasks logged via the client task logging database in a timely manner and within any agreed service level.
2 To support staff and student use of approved computers, peripherals, applications and software, including:
· Unpack, setup, install, configure, reconfigure and upgrade approved computers, peripherals and software, following C&ITS agreed procedures
· Investigate, diagnose and resolve issues or provide appropriate alternate solutions in order to deliver an integrated University computing service to the client
· Support and document such solutions, using agreed guidelines
· Document guides to working solutions as tasked by line management
· Work in cooperation with other C&ITS staff, APU departmental technicians and IT liaison staff to promote awareness of such solutions
· Provide appropriate advice and support to clients, using agreed methods including online self-help, documentation and individual guidance
· Provide advice and guidance to staff concerning disposal of equipment, directing them to the appropriate University Disposal Policies
· Provide all advice and support in a manner conducive to empowering staff and students in the development of their personal IT skills, in accordance with the policies of the University.
3 To log all client inquiries on the task logging database and where appropriate direct them to other C&ITS teams for assistance. To assist in the call logging rota within the department.
4 To provide first-line support, diagnosis and advice to APU staff in respect of repair, by approved maintainers, of computers and peripherals wholly owned by APU.
5 Maintain clear and concise records of work undertaken during daily duties, following agreed guidelines
Share, as appropriate, received knowledge and information with members of the local team and other C&ITS staff
Document and submit for approval to the Desktop Support Engineers and Manager, any reoccurring problems or any issues that may lead to client dissatisfaction.
6 To ensure a full knowledge of APU Health and Safety guidance and procedures required for their work and to adhere to these at all times..
7 Ensure currency of appropriate knowledge and skills and be adaptable and flexible.
8 Undertake appropriate training and staff development, as agreed with the local line manager through the appraisal process, to complete approved business related tasks and projects.
9 Undertake specific projects in accordance with the APU priorities and objectives, via the appraisal process.
10 Give such assistance as may be reasonably required in the operation of other aspects of C&ITS.
11 If requested, given reasonable prior notice, to work an agreed amount of evening and weekend work, following APU policies and procedures.
12 Undertake allocated tasks at other APU Campuses and APU defined locations as prior agreed with the local line manager.
13 Such other duties temporarily or on a continuing basis, as may reasonably be required, commensurate with your grade.
This is a description of the job as it is presently constituted. It is normal University practice to review periodically job descriptions to ensure that they are relevant to the job currently being performed, and to incorporate any changes which have occurred or are being proposed. The review process is carried out jointly by manager and employee and you are therefore expected to participate fully in such discussions. In all cases, it is the University’s aim to reach agreement to reasonable changes, but where it is not possible to reach agreement the University reserves the right to make reasonable changes to your job description that are commensurate with your grade after consultation with you.
Desktop Support Technician
Communication and Information Technology Services
Person Specification
The post is part of a team that provides a rapid response to the client population and may be required to work in environments – such as departmental offices – the design and layout of which are beyond the control of C&ITS.
Essential / DesirableEducation
· HNC/D in a computing-related discipline or relevant experience / · ECDL
· CNA and/or MCP or similar qualification
Experience
· Demonstrable experience with generic software packages including Microsoft Office Professional / · Practical experience in a similar service environment
· Experience of the Microsoft Office Professional Applications Suite
· Experience of PC hardware networking and/or the internet
· Approximately 2 years recent relevant experience
Skills
· Good communication skills
· All round PC and software/applications knowledge and practical skills / · Capable of, maintaining personal standards of quality assurance
· Ability to communicate with technical and non technical users in an appropriate manner
· Ability to analyse complex problems and provide solutions / · Technical Documentation skills
Specialist Knowledge
· Microsoft 32-bit Operating systems / · Other OS
· Experience of a Novell Netware enterprise environment
Disposition
· Approachable, with a commitment to client services
· Customer oriented
· Accessible and responsive / · Cheerful
· Team Player / · Proactive
· Self directed, able to work independently when necessary
· Flexible with an ability to accept new concepts and technology
· Methodical
· Reliable
Other
· Committed to professional self-development / · Current driving license
· An awareness of current technologies
These brief notes for applicants give an overview of the role of the Communications and Information Technology Services Department at APU.
The essentials
What we do:
Communications and Information Technology Services (C&ITS) support both staff and students in their use of IT and media. We provide a wide range of services including:
Open access IT provision for students / University Wide Area Data NetworkClassroom support / Telephony
Media Production / Support for desktop computers for staff
Studio and Edit Suites / IT skills development for staff
Support of central administrative systems / University web presence
Members of C &ITS work with staff throughout all other departments of the University to meet their needs.
Where:
C&ITS staff are based at Cambridge and Chelmsford, and provide a service to all APU departments on all sites.
When:
Full time staff hours fit a "window" of 8.00 am to 5.30 pm Monday to Friday. The central service (ieservers) is available 24 hours a day, 7 days a week, subject to the constraints of system work. The open access facilities' opening hours are posted in the appropriate areas.
Structure
The functions of Communications and Information Technology Services fall into four main areas:
Learning Services
Focused towards supporting excellence in learning and teaching
Client Services
Supporting staff and students in offices and learning spaces
Communications Services
Communicating through effective graphic design and web communications
Technical Services
Providing a technical infrastructure and supporting business systems
Staff within any one of these groups may have a responsibility for an area of work across the whole University or may have a site-based responsibility. The groups are headed by members of the service management team who are responsible to the Directors of Communications and Information Technology Services.
C&ITS staff are involved in a wide variety of projects and disciplines. Staff are expected to be able to work flexibly within their team, to interact with users of varying levels of IT experience, and to remain calm and professional under pressure.
Desktop Support Technician
Communication and Information Technology Services
Conditions of Service
The terms and conditions of employment are the responsibility of the Board of Governors.
These details are for broad information only and must not be taken as a complete or authoritative statement. In no way do they constitute a contract of employment.
(a) Salary
Scale 3, £16,217 - £20,909 per annum paid monthly in arrears by credit transfer. Commencing salary will be determined according to qualifications and experience.
(b) Hours and Time of Duty
The normal hours of work are 37 hours per week (Monday to Friday) at times as agreed with the Head of Department. If the nature of the work so requires, the jobholder may from time to time be required to attend meetings or do other work outside normal hours. Remuneration for overtime may be payable.
(c) Holiday
The holiday year runs from 1 September to 31 August. In addition to the Statutory
Bank Holidays, local discretionary holidays, and days when the University is closed in the interests of efficiency, annual holiday entitlement will be 24 days. If employment commences part way through the holiday year, entitlement will accrue on a pro rata basis for each complete calendar month. Holiday entitlements for part-time staff will be calculated according to the number of days and/or hours worked.
(d) Medical
Unless otherwise stated, the appointment will be subject to medical clearance.
(e) Pension
The jobholder will be eligible to join the Local Government Pension Scheme.
(f) Probationary Period
The first 6 months of the appointment will be a probationary period during which your
suitability for the position to which you have been appointed will be assessed. The
University reserves the right to extend your probationary period if, in its opinion,
circumstances so require.
(g) Date of Appointment
The position is available immediately once all conditions have been met.
(h) Closing date
The closing date for this job is 20 April 2005 (12 noon).
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