Role:Service Desk Analyst

Salary Grade:£19,592.68 - £23,946.61

Responsible To:Technical Support Manager

Responsible For:n/a

Location:Liverpool

Purpose of the Role

To provide end user support for problem diagnosis and resolution of faults.

Specific Responsibilities & Accountabilities

1.To provide high quality ICT services to managers, staff and other customers within a culture of openness, participation and performance.

2. To provide the first point of contact for ICT support issues / queries.

3. To log all problems, manage their resolution and monitor progress wherever the work is being performed.

4. To provide problem diagnosis and support for all laptop/mobile devices within the organisation.

5. To act as a management point for co-ordinating the resolution of major incidents

6.To keep up to date ICT Asset management database, this includes recording all hardware, software and mobiles.

7.To liaise with external 3rd party organisations in relation to application fault logging and monitoring of 3rd party Service Level Agreements (SLAs).

8.To support ICT team to ensure operational procedures are in place, maintained and followed as approved by the Assistant Director of ICT & Business Integration.

9.To assist in the evaluation, test & installation of system/application/database software and hardware provided by suppliers.

10.To ensure that all training documentation is kept up to date and to identify any related training needs development of appropriate documentation which include e-learning video labsand delivery of training courses.

11.To contribute to the compliance with all I.T. policy statements and procedural manuals with special reference to data protection and system security.

12.To contribute to the compliance with health and safety legislation in relation to IT throughout LMH.

13.All duties must be carried out in accordance with LMH’s equality and diversity strategy, policies and procedures

14.To ensure a positive profile for LMH through effective business relationships with partners and stakeholders.

15.To ensure a positive profile for LMH through effective business relationships with partners and stakeholders.

16. To carry out such other duties and responsibilities as are consistent with the role.

Corporate Responsibilities

  1. Have knowledge of LMH’s vision and promote the values of the organisation at all times.
  2. To maintain a comprehensive knowledge of LMH departments, services, policies and procedures in relation to the role & be responsible for maintaining effective working relationships with internal services, external agencies and organisations.
  3. Comply at all times with all LMH policies and relevant legislation includingData Protection, Information Security Management, Equality & Diversity, Health & Safety and financial regulations.
  4. To understand the key business priorities and performance indicators throughout LMH.
  5. Risk management is every member of staff’s responsibility and everyone has a role in carrying out appropriate Risk Management by adhering to the LMH Risk Framework and contributing to risk identification, assessment and control exercises.
  6. Support the delivery of value for money services, providing cost-effective, efficient, quality services to meet existing and potential customers’ needs.
  7. To have an understanding of equality and diversity, to enable the promotion of positive practices in all LMH activities.

Continuous Improvement

  1. Contribute to the development of the Service business planning process to ensure the vision and outcomes of LMH are delivered effectively.

Signature of post holder:Date:

Signature of manager:Date:

CS.IT.003.002

Role:Service Desk Analyst

Salary Grade:£19,592.68 - £23,946.61

Responsible To:Technical Support Manager

Responsible For:n/a

Location:Liverpool

Essential / Desirable / Method of Assessment
(see list below)
Education and Qualifications
Appropriate ICT qualification /  / AF/ CQ
Evidence of continuing professional development /  / AF/ CQ
Experience, Skills & Knowledge
Demonstrate a commitment to company aims and objectives, policies and procedures. /  / AF/ I
Operate as a key member of the ICT team, understanding individual tasks, priorities and set goals. /  / AF/ I
Excellent customer care skills and build good relationships with internal and external customers. /  / AF/ I
Demonstrate experience of writing and delivering training courses, based on identified training needs as well as one to one coaching. /  / AF/ I
Experience in providing 1st line support to end users on all organisation's systems. /  / AF/I
Have experience of all or some of the following:
  • Microsoft Office Professional 2007 - 2010
  • Windows 2008 Active Directory
  • Exchange 2010 administration
  • VOIP Telephone System
  • Citrix administration
  • Housing Management systems support including Orchard software
/  / AF/ I
Good oral and written communication skills, being able to communicate well with all levels within the organisation. /  / AF/ I
Demonstrate experience of creating ICT procedures and training manuals – preferably quality orientated. /  / AF/ I
Have knowledge of ICT security and auditing requirements. Also demonstrate responsibility when dealing with confidential or sensitive data. /  / AF/ I
Hold a clean driving license and willing to drive between sites. /  / AF/ I
Be committed to the principles of equal opportunities, not discriminating on the grounds of gender, race, sexual orientation, disability, age, religion and belief; and upholding and actively promoting the Group’s equality and diversity policies and procedures in all areas of work. /  / AF/ I
Competencies
Takes ownership for solving customer problems through to resolution. /  / I
Checks own work for accuracy to get things right first time. /  / I
Has ability to apply knowledge to practical decision making within own area of work in order to contribute to cost efficiencies business needs /  / I
Able to consult with colleagues, encourage team co-operation and make positive contributions to team activities /  / I
Continually reviews current standard of work and practice /  / I

Key

AF – Application Form

I – Interview (may include presentation or occupational test where appropriate)

CQ – Certificate of QualificationR – References

CS.IT.003.002