JOB DESCRIPTION
Job title:Systems Support Analyst
Directorate:Information Management and Technology
Grade:4
Post holder:Vacant
Responsible to:Service Desk Manager
Hours:35
The Department
The IT department is responsible for a network of 200 PCs running from 60 servers, supporting a range of applications that include the provision of office automation (MS Office), electronic mail (Outlook/Exchange), Internet and custom database applications. Further responsibilities include the management of the College Telephone Systems and the suppliers thereof. The post holder will be required to work as part of a small team in providing technical support, installation and general administrative assistance for the provision of IT and Telephony to the College.
Purpose
Describe the overall objective of the role and how it fits into the College
To provide IT Service Desk support to users across the College and at remote locations. To work in accordance within the SLAs and other criteria set by the Service Desk Manager.
Main duties
Outline areas of responsibility
•To help ensure the smooth day to day running of the network and services including PCs, VOIP telephone handsets and printers across the RCOG site
•At all times to give priority to the protection of data, security and virus risk within the College’s IT infrastructure and to bring to light any risk posed to these areas by immediately notifying the head of department.
•To proceed with due caution in relation to risk whilst working on live systems.
•To be responsible for logging and progressing calls made to the IMT Service Desk.
•To provide first and second line support for all network devices and applications including hardware and software troubleshooting.
•To be proactive in identifying current faults and potential problems to the network and bringing any such items to the immediate attention of the IMT Service Desk Manager.
•To configure and install new desktop equipment including PCs, servers and printers as well as ancillary equipment.
•Provide hardware and software troubleshooting; assigning rights and permissions for file systems; restoring files from back-ups.
•To provide basic system administration to the College.
•To perform configuration and movement of PCs for the College's internal and external events.
•To maintain and update all relevant procedures and logs in regard to equipment updates, fault reporting and standard working procedures.
•To ensure the College Telephone system is maintained and appropriate for College needs, rectifying faults and/or reporting them to the third party supplier of these services.
•To be responsible for office administration and records management including hardware and software asset registers, remote access assignments, data management and maintenance agreements.
•To assist the IMT Service Desk Manager with the preparation of reports on progress, work trends and problems.
•Ensure that all support calls are recorded and allocated in accordance with the agreed support strategy and service levels.
•Continually look for opportunities to improve IMT services and advise the team.
•Support the Service Desk Manager to seek opportunities to improve Service Desk performance by tracking current developments in IT technologies.
•Maintain a customer service ethos within the Service Desk team.
•Ensure that College meeting rooms are equipped with the necessary technologies.
Other duties compatible with employment may be given by the IMT Service Desk Manager.
The post holder will be required to work a mix of early (8am-4pm) and late (10am-6pm) shifts. On occasion, working outside the normal working hours may be required in order to achieve the responsibilities of the post. Time off in lieu will normally be applied.
Note: This job description reflects the present requirements of the post. As duties and responsibilities change and develop, the job description will be reviewed and be subject to amendment in consultation with the job holder.
Signed: ______Date: ______
PERSON SPECIFICATION
Education requirements
Essential criteria / Desirable criteria- Twelve months experience in an IT support role within a Microsoft Windows based environment
- ITIL Foundation or equivalent
- MCSA or higher equivalent
Experience
Essential criteria / Desirable criteria- Experience in a customer facing role.
- Experience in the management and configuration of antivirus protection.
- Experience within a similar educational or medical establishment
- Experience of SLA usage
Skills and abilities
Essential criteria / Desirable criteria- Good all round IT skills and familiarity with a range of PC Windows based IT systems and software within a medium-sized business environment
- Good skills in Windows and Mac OS based systems, primarily 7/8/10 workstation, 2003/2008/2012 Server and OSX 9/10. Experience in installation, configuration and management of PC’s and servers
- Strong skills in setup and troubleshooting of Microsoft Office 2013/365
- Knowledge of network infrastructure and general troubleshooting (IP based networking)
- Knowledge of LAN and WAN, Microsoft Exchange Server, Active Directory, SQL Server and Firewalls
- Ability to assist user base on a range of IT software packages
- Knowledge of network infrastructure and general troubleshooting (IP based networking)
- Knowledge of LAN and WAN, Microsoft Exchange Server, Active Directory, SQL Server and Firewalls
Other requirements
Essential criteria / Desirable criteria- Ability to work well within a team, to share knowledge and work together to resolve any technical problems, calling on additional technical assistance either internally or externally when required.
- Ability to relate to people at all levels.
- The post holder must be willing to enhance and develop their skills by attending training courses as identified by the IMT Service Desk Manager.
- Ability and eagerness to learn and adapt to new products and technologies.
- Ability to lift, carry and move equipment i.e. PC’s, printers etc.
- Exposure to Avaya VOIP Telephone Systems
Competencies
- Personal effectiveness
- Takes ownership and organises self to deliver results
- Is reliable, consistent and demonstrates a positive “can do” attitude
- Solves problems by selecting from well-defined procedures
- Quality
- Is skilled and knowledgeable in own functional area
- Seeks improvement and takes responsibility for self-development
- Communication
- Communicates courteously, clearly and effectively with colleagues and external customers
- Adjusts communication style to suit situation and audience
- Working together
- Builds good working relationships
- Contributes to the success of the team
- Demonstrates a commitment to equality of opportunity and dignity at work
- Customer focus
- Provides a high quality customer service
- Builds rapport with customers and treats them consistently and well
- Managing change
- Adapts to and manages change effectively
- Is open-minded and seeks innovation