Job Description

Job Title : Service Delivery Technician

Date:18.11.16

Department: IT

Responsible to :IT Director

Location : Reform Street, Dundee

Job Purpose

The IT Service Desk is the central point of contact for all IT related incidents and service requests.

The Service Delivery Technician is responsible for resolving Incidents as well as meeting customer satisfaction and continuous service delivery demands. Planning and organisation are both key requirements and you will be able to think outside of the box

Key Responsibilities

  • Respond to end-user issue support requests from our helpdesk system
  • Provide technical support and fault diagnosis
  • To install and ocnfigure new IT equipment
  • Maintain appropriate utilities to protect agaisnt Malware/Anti-Virus
  • Escalating incidents to other support teams / management where necessary
  • Manage tasks/initiatives as assigned by senior management
  • Liaise with third party suppliers to escalate and resolve any support issues
  • Assist with the administration, installation and configuration of various Microsoft Window Operating Systems
  • Resolve incidents with printers, copiers and scanners
  • Support mobile phone use for the business
  • Implementing of appropriate security measures (Bit locker and NTFS permissions)
  • Providing easy to understand advice for staff in the business
  • To ensure that Safe Working Practices are adhered to, in accordance with Health and Safety Legislation and Blackadders LLP

Qualifications, skills, knowledge and experience

  • Formal qualification in an IT related field
  • Knowledge and a proven track record in supporting users
  • Is familiar with the windows systems and typical problems associated with the implementation of informationsystems
  • Has a systematic and disciplined and analytical approach to problem solving.
  • Possesses good interpersonal skills, especially in handling contacts of all types and at all levels.
  • Has a comprehensive knowledge of a range of IT areas
  • Desktop support and installation
  • Excellent communication skills with ability to describe technical information in easy-to-understand terms
  • Hardware and Windows OS knowledge
  • Up-to-date security knowledge (end point protection, data protection, encryption tools)
  • Discretion (since confidential data is held on computer systems)
  • Excellent problem solving skills
  • Excellent written skills for the production of internal IT documentation
  • Knowledge of: Active Directory/Group Policy

Microsoft SCCM

Virtualisation (Hyper-V)

TCP/IP

Windows Server 2012 R2

SQL 2012

Other Duties

There may be the requirement to perform duties other than those given in the job description for the post. The particular duties and responsibilities attached to posts may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations would not of themselves justify the re-evaluation of a post. In cases, however, where a permanent and substantial change in the nature of the duties and responsibilities of a post occurs consistent with a higher level of responsibility, then the post would be eligible for re-evaluation.

C:\Users\gst\Documents\Apprentice IT Systems Engineer.docx