Job Profile

Job title:Service Desk Analyst (Technical)

Reporting to:Systems Support Lead

Accountable for:N/A

Salary Band:Band G

Hours:36 per week

Purpose:

To provide operational support both over the phone and face to face for the IT Service Desk. To ensure that all incidents and problems are recorded on the service desk management tool and are resolved in a timely manner.

  • To take calls and provide assistance both over the phone, in person and to record them on to the service desk management system.
  • Provide assistance to end users on all applications within the Microsoft Office Suite, Windows XP, Windows 7, Windows 8, Windows 10, Windows Mobile and any other client application used by the Group.
  • To monitor, maintain and update the asset database in accordance with the IT policy
  • To book out and monitor loan IT equipment to staff
  • Ensuring that daily operation checks are completed and appropriate action taken where necessary
  • To escalate and monitor faults to 3rd party vendors when required and ensure they are resolved in a timely fashion
  • To create/update/delete user accounts using the UMRA forms system/Active Directory.
  • To update and maintain the Cisco VOIP system (system updates, install & setup new handsets)
  • Report any data security issues to the appropriate line manager
  • Perform backup and restore procedures upon request.
  • To conduct regular visits to site offices to perform on site health check of IT equipment.
  • To assist on office moves to uninstall and reinstall equipment
  • To provide assistance in setting up multimedia equipment in meeting rooms both on and off site.
  • To raise purchase orders for equipment on Documotive, placing orders with
    suppliers, receipting goods and installing as and when necessary
  • To provide password resets for end users after security verification
  • To manage file and folder security within UMRA forms/Active Directory
  • To aim to resolve 80% of all incidents upon first contact with the end user
  • To resolve all incidents and problems in accordance with the Groups SLA
  • To undertake any duties falling within the general purview of the grade as determined by the line manager
  • This job description is current at the date shown, but in consultation with you, it is liable to variation by management to reflect or anticipate changes in or to the job. It is expected the post-holder will when required undertake other duties commensurate with the post and salary grading if required.
  • ForViva has defined standards of performance to meet external and internal customer requirements. All staff are expected as part of their day to day job role to meet and where possible exceed customer expectations of service and seek value for money in all aspects of their work
  • ForViva each year sets out its corporate and service plans that detail projects and initiatives to achieve its objectives. All employees will contribute to these plans by their particular skills and attitudes. Employees are also encouraged to seek out new ways of improving services and working practices which can be implemented as part of our service operations.
  • Diversity, Respect and Equal Opportunities are key aspects of our Values. The company expects employees to work within the Company’s Equality & Diversity and People Management Performance Policies ensuring that these are complied with throughout all activities within the scope of this role to ensure the highest standards of customer care. All job holders need to work in a way that reflects the company’s Values.
  • Duties may involve having access to information of a confidential nature that may be covered by the Data Protection Act, be commercially sensitive or relate to client information. In such circumstances confidentiality must be maintained at all times in accordance with the company’s policies. If you are unclear at any time, refer the matter to your manager.
  • The Health, safety and welfare of anyone working with ForViva Group and those we work with are of vital importance to the company. Our Board approved a Health and Safety Policy and Statement and the structure of regular meetings will ensure the right resources and training are provided, that people understand their responsibilities for services and each other, and that high standards of health and safety are delivered, monitored and regularly reviewed.
  • Undertake all reasonable personal development activity designed to support you in your role.

Under the Equality Act 2010, where the post holder is disabled, every reasonable effort will be made to supply necessary aids, adaptations or equipment to allow them to carry out all the duties of the job. If, however, a certain task proves to be unachievable, job redesign will be fully considered.

I acknowledge that I have a received a copy of this job description and accept that the responsibilities attached to the post are as indicated

Signature:…………………………………………………... Date:………………………

Print Name ……………………….

Version date: v 300315

Person Specification: Assessment Key: I = Interview T = Test/Assessment AF = Application Form
QC = Qualification Certificate
Area / Requirement
(All criteria are Essential unless defined as Desirable.) / Assessed by:
Qualifications or Training /
  • GCSE equivalent standard in Maths and English
  • CCNA Qualification ( desirable)
  • ITIL v2 or v3 Qualification (desirable)
  • MCP or equivalent qualification (desirable)
/ AF
QC
QC
QC
Experience and knowledge /
  • Excellent face to face and telephone communication skills
  • Proven ability to changing technologies
  • Established fault diagnosis & troubleshooting skills
  • In depth knowledge of industry standard Microsoft products (XP, Windows 7/8/10, Windows Server, Windows Mobile, MS Office Suite)
  • Knowledge of structured cabling
  • Networking protocols, Dell desktop & laptop computers and peripherals
  • Ability to extract the required information from end users in order to diagnose and fix faults
  • Knowledge of wireless technologies and equipment
  • Experience within a social housing IT environment (desirable)
  • Experience of working within a busy IT Service Desk environment (desirable)
  • Experience of Active Directory administration(desirable)
/ AF/I
AF/I
AF/I
AF/I
AF/I
AF/I
AF/I
AF/I
AF
AF/I
AF/I
Skills and abilities /
  • Effective written communication skills & attention to detail
  • Ability to work unsupervised and prioritise workload
  • Excellent PC Support experience in a multi site single domain environment
  • Proven ability in safe lifting and handling techniques in order to transport equipment
  • Knowledge of wireless technologies with the ability to configure and troubleshoot
  • Knowledge of service desk logging systems (desirable)
  • Knowledge of Cisco VOIP System (desirable)
  • Knowledge of VMWare technology and administration (desirable)
  • Knowledge of Cisco Wireless Networks. ACS/WCS/Access points/Management Console (desirable)
/ AF/I
AF/I
AF/I
AF/I
AF/I
AFs
AF
AF
AF/I
Personal Qualities /
  • A strong commitment to high quality customer service
  • Methodical in approach to problem solving
  • Friendly and patient manner with all customers
  • Willingness to learn new technologies and go the extra mile
/ AF/I
AF/I
AF/I
AF/I
Other /
  • On occasion be available to work outside normal office hours if requested by line manager
  • Hold a current valid driving licence and have a vehicle available for work at all times
/ AF/I
AF/I

Version date: v 300315