HH15/136
IT Service Desk Analyst
Explorer Road, Dundee
Hours per week: Full Time (35.25 hours)
Salary: £17,968 - £22,460 Per annum
Contract Terms: Permanent
Closing Date: Friday 26th June 2015 at 12 Noon
The IT Service Desk Analyst post is a permanent position within the IT Department. The successful candidate will require an aptitude for working with applications and systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes the HQ in Dundee as well as remote users at other offices and home workers.
To discuss the job further you may contact either Mark Flattery (IT Manager) on 01382 564850 or Jim Conacher (Senior IT Officer (Infrastructure)) on 01382 564861.
Application packs for this position can be obtained by calling the Recruitment line on 01382 564727 or you may email quoting the Job Reference Number as detailed above. Alternatively you can apply online at www.hillcrest.org.uk
Please note we cannot accept C.V’s.
Working towards equality of opportunity.
Applications are welcome from all minority groups.
Hillcrest Housing Association is a registered Charity No. SC006809
Hillcrest Housing Association Ltd.
JOB DESCRIPTION
Job Title: IT Service Desk Analyst
Department: IT Department
Salary: Points 16 – 19 (£17,968 - £22,460)
Responsible to: Senior IT Officer (Infrastructure)
Responsible for: N/A
Outline of Role
The IT Service Desk Analyst post is a permanent position within the IT Department. The successful candidate will require an aptitude for working with applications and systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes the HQ in Dundee as well as remote users at other offices and home workers.
Responsibilities
1. Act as a single point of contact for phone calls and emails from Group staff regarding IT issues, queries & service requests and recording these calls into the Service Desk Call Logging System (currently ManageEngine ServiceDesk Plus). Taking ownership of these calls and following up on the status until either the call is escalated to Infrastructure or Application support or the call is resolved.
2. Maintaining the Asset system and tracking any changes
3. 1st and 2nd Line support and troubleshooting of IT related problems from both in-house software and hardware, such as Blackberry’s, Laptops, PCs, Printers, zero terminals, remote working hardware etc.
4. Troubleshoot basic network issues such as ADSL broadband issues and switch issues.
5. Escalate unresolved calls to either the infrastructure support team, the applications support team, or any relevant external supplier.
6. To maintain a high degree of customer service for all support queries and adhere to all service management principals.
7. Publishing support documentation to assist staff with requests for information and customer self-service.
8. At regular intervals throughout each working day, check the Email Filter to delete emails that have been correctly identified as Spam, Virus or otherwise unwanted material and release emails that have been wrongly held.
9. Acting on written instructions from Managers or the HR department, maintain user accounts and passwords in the Microsoft Active Directory, the QL system and in the Telephone system.
10. Assist in the upgrading of the various software packages used by the Group.
11. Assist in the maintenance of the telephone system by monitoring its operation, updating user details, adjusting hunt groups, etc. and preparing reports. When necessary, pass details of queries / faults to the supplier’s Help Desk and monitor their responses.
12. Any other duties as required.
Employee
Signed : ……………………… (IT Service Desk Analyst) Date : ………………….
Line Manager
Signed : ……………………… (Senior IT Officer (Infrastructure)) Date : ……………………
Personal Specification – IT Service Desk Analyst
Attribute / Essential / Desirable / Method of AssessmentPresentation / · Smart Appearance.
· Confident. / Interview
Qualifications / · Minimum HNC in an IT related discipline, or suitable experience working in an IT support role. / · IT Vender Exams (e.g. Microsoft, CompTIA, Cisco, Citrix).
· ITIL v3 Foundation Course. / Application Form
Certificates
Experience / · Experience of performing a customer-facing role responsible for delivering high quality and time critical service(s).
· Experience of working in an IT Service Desk function in an organisation of comparable size and complexity.
· Experience of working to Service Level Agreements and Targets. / · Understanding of and experience of using ITIL processes for Incident and Problem Management. / Application Form
Interview
Technical
Skills & Abilities / · Strong knowledge of Microsoft based technologies with emphasis on Windows 7, Office 2010 and Remote Desktop environments.
· In depth knowledge of Active Directory administration, setting up users, resetting passwords, working with Organisational units, etc.
· Experience of Microsoft Outlook and Exchange 2010.
· Detailed knowledge of PC related hardware with excellent PC and Laptop troubleshooting skills. / · Experience using Service Desk Plus, or other service desk logging systems.
· Supporting VoIP telephone systems (preferably Splicecom). / Application Form
Interview
Test / Written Exercise
Skills & Abilities / · Ability to work under pressure and adapt to changing scenarios whilst meeting high customer expectations.
· Good organisational skills and methodical in approach, paying close attention to detail.
· Aware of confidentiality.
· Excellent communication skills and telephone manner, being personable and diplomatic at all times. / · Able to identify potential improvements to processes and communicate these.
· Experience of providing end user training. / Application Form
Interview
Disposition / · Full Disclosure / PVG check required.
· Able to work, both as part of a team and individually using your own initiative.
· Committed to continual personal and professional development.
· Flexible attitude that does not compromise standards, aims or objectives.
· Full Driver’s license and use of own car. / · Flexible with working hours – willing to work additional hours and weekends when the need arises. / Interview
References
Hillcrest Group of Companies
CONDITIONS OF SERVICE
Hours: Hours are 35.25 hours per week. Where additional hours are worked, overtime will be paid (must exceed full time hours if part time) or time off in lieu given, depending on the organisational requirements. A flexi system is in operation.
Contract: Permanent. All posts are subject to a 6 month probationary period. A formal review will take place at 2, 4 and 6 months.
Salary: Salaries are paid monthly, directly into a bank account of your choice. The salary for the post is £17,968 - £22,460 per annum. It is policy to commence on the first point of the salary scale unless, at the Manager’s discretion, an alternative agreement is reached.
Pension: The Organisation has a Pension Scheme, which new employee’s will have the option to join. Employee’s contribute 8.5% of salary to the Pension fund, and the Employer’s contribution is 8.5%.
Health Plan: Employee’s are automatically given free admission to the Health Plan Scheme. The cost for this is met by the Employer. Details will be sent out with the Contract of Employment.
Child Care Vouchers: The Hillcrest Group of Companies offer employee’s the opportunity to participate in the Child Care Voucher Scheme. Details will be sent out with the Contract of Employment
Annual Leave: Leave year runs from 1st January - 31st December. Annual Leave entitlement is 25 days per annum, rising to 30 days over a 5 year period. 5 days Public holidays have been included in this annual leave entitlement. Managers will commence on 30 days. A further 7 days will be paid over the Christmas and New Year shut down period. Annual leave is calculated on a pro rata basis for part time staff and will be transferred into hours.
General: Hillcrest have their own system in place for negotiating annual pay increases. All employees have the right to join a trade union if they so wish.
Smoking: The person appointed will be working in a non-smoking environment. There are no designated smoking areas within the office. Smoking is permitted outside the building and should be out of view of clients/customers. Employee’s who are required to carry out their duties in buildings which are outwith the control of the Association are jointly responsible for minimising their own exposure to risk factors such as passive smoking.
Qualifications: Any offer will be subject to proof of qualifications essential, and where appropriate desirable, to the post.
Rehabilitation of If you have any criminal convictions you must declare
Offenders Act 1974: this on your application form.
Due to the nature of the work for which your are applying, this post is exempt from the provision of Section 4(2) of the Rehabilitation of Offenders Act 1974 by virtue of the Rehabilitation of Offenders Act Exceptions Order 1975. Applicants are therefore not entitled to withhold information about convictions which for other purposes are “spent” under the provisions of the Act, and, in the event of employment, any failure to disclose such convictions could result in dismissal or disciplinary action by the Association. Any information given will be completely confidential and will be considered only in relation to any applications for positions to which the order applies.
Please note that all successful applicants will be subject to a Disclosure check through Disclosure Scotland.
HAVING A CRIMINAL RECORD WILL NOT NECESSARILY DEBAR YOU FROM WORKING WITH HILLCREST HOUSING ASSOCIATION. THIS WILL DEPEND ON THE NATURE OF THE POSITION, TOGETHER WITH THE CIRCUMSTANCES AND BACKGROUND OF YOUR OFFENCES.
Equal Opportunities: Hillcrest Housing Association Ltd is striving to be an equal opportunities employer and has adopted a Policy which aims to ensure that no job applicant receives less favourable treatment on grounds of race, colour, ethnic and national origins, marital status, gender, age, religion, disability, political or sexual orientations, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
Applications: Please forward applications before the closing date C.V.’s will not be considered.