Job Title:Modern Apprentice - ICT Service Desk

Location:HQ, Dundee but will be expected to travel to regional offices of the Care Inspectorate as required.

Responsible to:ICT Service Desk Technician

Principal Working Contacts:

Customer Support Manager

ICT Business Improvement Manager

Chief Technical Officer

ICT Infrastructure Manager

Desktop Support Analysts

Care Inspectorate / SSSC Staff

External Agencies / Service Providers

Job Purpose

To provide a knowledgeable, skilled, polite, helpful and professional first point of contact to all customers of the ICT Service Desk. Initially the MA will undertake a range of basic ICT duties with a view to building knowledge and understanding of the organisations, teams and technologies they support. Once an understanding is evident the MA will be set objectives to undertake a range of tasks to support their team deliver against their plan.

Key Accountabilities

Operational Management

  • Provide a professional and helpful point of contact for customers contacting the service desk during its hours of operation.
  • Log and record all support tickets and associated actions using ticket management software.
  • Categorise and prioritise all support incidents and requests, escalating as required by process, priority and workload to ensure timely resolution in line with service level agreements.
  • Manage escalated support tickets monitoring progress to ensure that tickets are closed in a timely manner according to priority.
  • Provide 1st Line support to customers to resolve support tickets.
  • Assign network and application security permissions and ensure that security permissions are correctly implemented in line with authorisation approval and principle of least access.
  • Maintain the ICT Asset register.
  • Provide basic administration of Microsoft Active Directory, Microsoft Exchange and Lotus Notes Systems.
  • Prepare, repair and upgrading of ICT equipment throughout the lifecycle.
  • Provide basic administration for internal telecoms systems.
  • Provide 1st line support and administration of line of business applications.
  • Liaise with third party suppliers where appropriate to resolve support tickets.
  • Arrange and administer delivery and receipt of ICT equipment via external couriers.
  • Update and create required ICT service desk documentation.
  • Update and create customer facing documentation including instructions and FAQ documents.
  • Identify weak areas of infrastructure or process resulting in recurring incidents and managing the related problem tickets from logging to resolution.

Relationship Management

  • Project a professional image for the ICT Department when dealing with colleagues and care service providers.
  • Build and maintain positive relationships with team colleagues, service desk customers and third party suppliers.
  • Demonstrate enthusiasm for delivering excellent customer service.
  • Demonstrate a commitment to the Care Inspectorate’s aims, vision and values and to the Care Inspectorate’s overall objective of improving care in Scotland.

Other Duties

This job description is a broad picture of the post and is not an exhaustive list of all possible duties. It is recognised that jobs change and evolve over time. The post holder will be required to carry out any other duties to the equivalent level that are necessary to fulfil the purpose of the job, and to respond positively to changing business needs.