Job description
ICT technician
Directorate / Post Number
Team / Business Improvement & Customer Focus / Grade
Job Purpose / Support delivery of strategic priorities by contributing to the development of the ICT Service Improvement Plan and its delivery throughout the organisation, ensuring innovative, flexible and cost effective technical solutions.
To maintain and develop new and existing Housing software and hardware systems required to support the business.
To provide a first line helpdesk service, and second line support to all staff on a broad range of equipment and software packages.
Special Requirements / Attendance outside normal office hours to suit the business operation
Responsible to / Strategic ICT Coordinator
Responsible for / N/A
Main Duties and Responsibilities
  • Develop, implement and maintain various diverse ICT systems to support the company’s business needs. e.g. the housing management system, intranet, ICT ticketing system and ad hoc databases, including quality assurance of externally supplied software.
  • Develop custom queries from various systems using both system commands and desktop reporting tools. To provide meaningful data to assist with service delivery and improvement.
  • Creating and deleting user accounts, deploying and removing security policies and access rights to ensure that staff and systems are effective in meeting the organisations objectives.
  • Ensure all ICT equipment and fileservers are kept up to date with the latest antivirus software and group policies. Performing reliable backups daily to ensure the smooth running of the organisation’s systems. To enable all ICT equipment to be logged and disposed of in line with statutory policies.
  • Analyse all requests received via the ICT ticketing system and conduct complex fault resolution andprovide technical advice and assistance to meet the requirements of the ticket. These cover all aspects of ICT Hardware and Software installation, problem solving and identifying new development projects/prototyping of new software solutions for ICT ensuring timescales are maintained.
  • Support and train staff in the Housing Management Information System (currently Simdell) and Microsoft Office applications and other core applications to ensure that staff are effective in meeting the organisations objectives.
  • Contribute to the improvement of ICT services by identifying improvements to systems, assisting with the production and delivery of the SIP, policies and development of user manuals. Taking the lead on projects, planning and implementing changes. Attendance and facilitation of user group meetings. To ensure ICT adapts to changing needs and the organisations systems approach.
  • To provide cover for the ICT Manager to allow for continuous service provision.
  • Maintaining effective working relationships with external suppliers, including Bury Council’s IT Department
  • The post holder will be required to carry out any other duties of a similar calibre that are commensurate with the role

Company Values
All employees of Six Town Housing are required to adhere to and actively promote our company values in the way in which we work with each other, our customers and partners
In it together /
  • together in partnerships
  • working together to make a difference

New ways /
  • of thinking
  • of working

Self aware /
  • and improving
  • taking responsibility

Proud /
  • to work for Six Town Housing
  • of what I do

I can /
  • do better than I ever imagined
  • make things happen

Respect /
  • each other
  • differences

Excellence /
  • in everything

PERSON SPECIFICATION
ict technician
Directorate / Post Number
Team / Business Improvement & Customer Focus / Grade
Criteria
Qualification / Essential/Desirable / Method of Assessment
1. Relevant computing qualification i.e. European Computer Driving Licence/CLAIT Plus/NVQ Computer Business Management
2. Microsoft Desktop Support Technician / D
D / Production of certificate & application form.
Production of certificate & application form.
Knowledge and Experience
1. Experience in an IT user support role
2. Experience of producing and delivering training packages
3. Working knowledge of web technologies and authoring
4. Knowledge of infrastructure and operating systems with practical experience, including an up to dateknowledge of Windows security in a networked environment.
5. Experience of maintaining user accounts and permissions
6. Experience of working to deadlines and managing a varied and demanding workload / D
D
D
E
D
E / Application form/Interview
Application form/Interview
Application form/Interview
Application form/Interview
Application form/Interview
Application form/Interview
Skills and Abilities
1. Excellent technical skills in the use of Microsoft Office applications.
2. Diagnose and provide solutions to users’ problems
3. Excellent communications skills; both written and verbal.
4. Ability to communicate effectively, including technical issues to non technical staff,with people at all levels, in person, over the telephone and using e-mail
5. Well developed project management skills / E
E
E
E
E / Test
Interview
Application and interview
Application form/Interview
Application form/Interview

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Q:\HR\Job Evaluation\JE 2013\Job Descriptions\BI & CF\ICT Technician 240113.doc