Job Band / C3
Reporting to / IT Service Desk Team Leader
Employees reporting to role / None
Financial Responsibilities / Nil
Purpose of Job / To assist in the maintenance and support of all aspects of the Commission’s IT requirements. To provide first line support to Users and escalate to managers where necessary.
Key responsibilities and accountabilities
General
  • Carries out first line support for all aspects of the Commission’s IT infrastructure on all sites in person, on the phone or via remote connection.
  • Carries out fault finding and problem solving on software and hardware issues and passes more complex faults and requests to the IT Service Desk Team Leader.
  • Sets up and installs replacement IT equipment.
  • Assists with the physical IT element of office and Staff movements.
  • Carries out other administrative duties including user creation, password resetting and other related duties.
  • Monitors and acts on Service Desk call queues.
  • Checks Spam logs and relevant notifications where required.
  • Maintains the IT asset database.
  • Provides support to the Service Delivery Manager and other areas of the IT Department.
  • Represents the department and liaises with IT User Groups and drop in clinics.
  • Deliver IT training to staff as required.
  • Support of Office 365, Sharepoint Online & Project online
Team Performance (where applicable)
Project Responsibilities (where applicable)
  • To assist and participate in IT and other departmental projects where required.
Financial & Risk Management
Other Accountabilities
Key contacts and relationships
  • Responsible to IT Service Desk Team Leader
  • First point of contact for Area IT representatives
  • First point of contact for all staff experiencing IT problems
  • Liaison with Infrastructure Manager
  • Liaison with Service Delivery Manager
  • Liaison with Infrastructure Support Analysts
  • Liaison with suppliers

Knowledge &qualifications/experience required
  • Good working knowledge and experience of Windows 7 & 10, Windows Networking, Microsoft Office Suite, Microsoft Exchange, Office 365 Ms Sharepoint and Active Directory.
  • Good working knowledge and experience of maintaining current IT hardware, desktops, laptops and associated peripherals.
  • Experience of working in a helpdesk environment.
  • Broad knowledge of general current IT issues.
  • Valid UK driving licence.
  • Passport

Competencies & Key Skills (functional/technical)
  • Flexible approach to work and problem solving.
  • Excellent communication and customer service skills.
  • Ability to explain complex technical issues to non-technical staff.
  • Ability to work proactively with little direct supervision.
  • Willing to travel to carry out on-site work at any Commission site in the UK or overseas.
  • Able to work flexible hours on request.
  • Be committed to continual professional development.
  • Team player

Date of Preparation1

April 2012