JOB DESCRIPTION JOB TITLE DEPARTMENT REPORTS TO POST HOLDER GRADE
Senior Desktop Support Analyst ICT Desktop Support Manager Vacant D Upper, Role Profile 2 (Professional & Technical Job Family)
JOB PURPOSE To provide day to day support to ensure the effective and efficient operation of the ICT Desktop environment including PCs, laptops, telephones, palmtops and other local peripherals. ORGANISATION CHART
Desktop Support Manager
Senior Desktop Support Analyst
Senior Desktop Support Analyst
Desktop Support Analyst
Trainee Desktop Support Analyst
DIMENSIONS Operational • Responsible for supporting the Agency’s ICT desktop environment including PCs, laptops, palmtops, telephones and peripherals. The task is made more complex because of the number of sites involved and the use of remote computing. • Responsible for the operation of the Agency’s ICT Helpdesk which provides the gateway to ICT services. Staff •
There are no staff directly reporting but the post holder will be required to provide technical supervision to less experienced staff. PRINCIPAL ACCOUNTABILITIES 1. Configures and deploys desktop environments in accordance with the agreed standard configuration to authorised users. 2.
Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
3.
Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion.
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Installs or removes hardware and / or software using supplied installation instructions and tools.
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Conducts tests of the hardware and/or software affected using supplier test procedures and diagnostic tools. Corrects malfunctions. Documents results in
accordance with agreed procedures. 6.
Ensures configuration management records removal/installation of hardware/software.
7.
For all requests that cannot be directly resolved provides an effective interface between users and service providers. Uses judgement in applying guidelines for setting priorities for resolution, monitoring progress and applying escalation procedures for problems not progressing satisfactorily. Handles all complaints efficiently and professionally.
8.
Proactively assists users in making effective use of the facilities available to them.
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Maintain the effective and efficient operation of the Agency’s ICT networks by ensuring consistent application of the agreed desktop environment standards by regular visits to all offices.
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Manage the repair of desktop equipment through the effective management of third party suppliers.
11.
Assist the Technical Services team with network file management and advise users on management of their own files including “good housekeeping” practice.
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Liaise with the Technical Services team to ensure that user accounts and accesses are added, amended and deleted in accordance with business requirements.
13.
Contribute to the protection of Agency data through assisting with back up and anti virus processes and general network security as required.
14.
Contribute to the development and maintenance of an ongoing ICT strategy for the Agency.
15.
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Represent the Desktop Support Manager on working groups and at other meetings as requested. PLANNING AND ORGANISING • Required to plan and organise own work in a rapidly changing and technical environment. • This post requires a high degree of planning to ensure that the high volume of user requests and queries are effectively and efficiently managed. • A significant proportion of the workload will be generated by unforeseen problems that may severely impact the business. The prioritisation and resolution of these problems needs to be carefully planned and well organised. • Monitoring of desktop environment performance and utilisation will require careful planning. • Need to plan the rollout of replacement/new hardware and software patches and upgrades. DECISION MAKING • Constant decision making on priorities. • Decision making on technical matters on a regular basis to provide solutions to resolve user problems related to the Desktop environment. • Ensure problems beyond technical expertise are appropriately escalated in accordance with agreed procedures. • Assist the Desktop Support Manager in the planning of the hardware and software
replacement programmes and the standard Desktop environment configuration. INTERNAL AND EXTERNAL RELATIONSHIPS • Development of positive relationships with service providers and suppliers. • Will need to work closely with the Technical Services team to ensure a seamless ICT service is provided to staff within the Agency. • Potential contact with every member of staff within the Agency. KNOWLEDGE, SKILLS AND EXPERIENCE NEEDED • Degree in a computing related discipline preferable. • Demonstrable experience in an ICT role supporting desktop environments. • Requires a good applied and theoretical knowledge of Microsoft Desktop Operating and Application systems. The job holder should be a qualified Microsoft Certified Professional (MCP). However a commitment towards achieving MCP status within one year could be considered. • Good working knowledge of TCP/IP and Internet technologies. • Membership of the British Computer Society (MBCS) is desirable. • Requires a good understanding of the organisation so that the business impact of ICT problems can be readily understood and prioritised. • Persuasive and assertive with the ability to change behaviour to ensure the optimum utilisation of ICT resources. • Strong customer service ethos. • Highly motivated self starter, able to work on own initiative with minimum supervision and committed to self-development. • Team player. • Pro-active approach to quality. • Ability to communicate clearly and tactfully with all levels of NWDA staff. • Ability to stay calm under pressure. • Must be well organised and practical with a logical, analytical approach to problem solving. Pays careful, close attention to detail. • Must be able to manage conflicting priorities in an effective and professional manner. • Must display a responsible attitude to following procedures, keeping records and caring for equipment and other assets. • Has good experience of installing many of the items of hardware and/or software to be found within the Agency; has also acquired specialist expertise in several areas of installation. SPECIAL FEATURES • Must be able to operate in a rapidly changing, very complex and technical environment. • There may be a requirement to work outside normal office hours to undertake routine maintenance or resolve problems. • Possession of a driving licence would be desirable to facilitate travelling between the various sites that need to be supported. WHERE DOES THIS ROLE NEED TO BE BASED The post will be based at Renaissance House, Warrington, but there may be a need to travel to other offices occasionally. The position will also involve unsocial hours at times. COMPETENCY PROFILE
Communications C Enables open and participative exchanges whilst impressing o Reacts in a non judgemental and non defensive way to challenges o Uses a full range of media for communication o Uses personal examples of feelings to engage an audience o Actively values the contributions of others during meetings o Encourages participation through probing and opening questions Concern for Quality C Monitors quality of work o Systematically monitors own or others’ work to ensure high standards of professionalism. o Provides feedback and advice to others so that they can improve the quality of their work. o Checks to ensure adherence to policies, procedures, standards and regulations. o Promotes the importance of quality across the team/business area. Confidence B Able to be assured in new and uncertain situations o Able to work in situations of uncertainty o Is decisive o Willing to try out new ideas and ways of working o Able to work without direct/continuous supervision o Views errors as opportunities for learning Information Seeking A Extracts data and personally investigates o Extracts specific information from standard systems upon request. o Produces information to deadlines. o Finds and questions those that are closest to the problem or situation. o Personally investigates issues to find out more, e.g. visits, speaking to those involved. Service Orientation C Works to exceed customer expectations o Delivers more than was promised. o Matches underlying customer needs with available or customised products or services. o Offers the customer tailor-made solutions based on identified needs. o Takes action for the customer beyond normal expectations. Striving for Success C Sets and achieves targets o Regularly exceeds targets/expectations. o Sets high standards for self and/or others. o Has a drive to create and deliver own standards of excellence. o Makes changes in methods of work to improve business results. SELECTION AND ASSESSMENT Minimum process: Additional relevant process: Panel Interview R Presentation 0 Written report 0 Competency Assessment R
Group discussion 0 In-tray exercise 0 JOBHOLDER SIGNATURE: IMMEDIATE SUPERVISOR/ MANAGER SIGNATURE: DATE: