VC Service Desk Analyst. National Video Conferencing Service hours per week. GRADE Band 4 ( 20,991-23,957)

Transcription

1 JOB TITLE VC Service Desk Analyst DEPARTMENT National Video Conferencing Service HOURS 37.5 hours per week GRADE Band 4 ( 20,991-23,957) CONTRACT Permanent JOB REFERENCE CR21165 CLOSING DATE 12 September 2018

2 SECTION 2 Job Purpose - the reason why the post exists. This should be a brief statement. It should not list all the tasks. To answer and respond to service desk calls (by voice, video or ) and triage as appropriate. In real time, provide 1st line support to service users throughout NHS Scotland. Where immediate resolution is not possible, escalate calls. To accurately log service desk calls, monitor the support queue and report on service levels. To fulfil service requests such as account setup, MCU bookings, password resets and provide informal training. To organise and undertake scheduled tasks such as system upgrades, installations and repair. Organisational Chart (Please identify this post clearly in the structure as a minimum show 2 levels above and 2 levels below (where relevant).

3 1 Communication and relationship skills Providing and receiving routine information which required tact or persuasive skills or where there are barrier to understanding. Level 3a. The post holder will be required to communicate with staff members and patients using phone, video conferencing and . Information received may be complex in nature and will include detailed fault descriptions relating to a range of equipment and systems. Barriers to understanding include the regular receiving and provision of technical information to non-technical staff and communicating with patients with communication difficulties (i.e. when receiving rehab following a stroke, suffering from degenerative disease, suffering from breathing difficulty such as COPD). Where calls involve a disruption to service, a degree of antagonism may be encountered. This will require empathy and re-assurance Knowledge, training and experience Understanding of a range of work procedures and practices, which require expertise within a specialism or discipline, underpinned by theoretical knowledge or relevant practical experience. Level 4. The post holder should have a sound understanding of IT systems gained through diploma or equivalent experience or a qualification such as advance European Computer Driving Licence. This knowledge will provide a suitable theoretical background on which to develop specialist video conferencing knowledge gained through on the job training. Analytical and judgemental skills Judgements involving a range of facts or situations, which require analysis or comparison of a range of options. Level 3. The post holder will be required to provide 1st level technical support on a wide range of video conferencing systems and equipment. This will involve analysing and interpreting information from a variety of sources (such as: the description of symptoms from multiple end users; information from VC management systems; and specialist information from the knowledge base to decide on a course of remedial action. Due to the real time nature of video conferencing support, requiring a high percentage of faults fixed at first point of contact, the post holder must be able to user their knowledge and experience to resolve service desk calls quickly and efficiently, only escalating a small percentage of complex calls. Planning and organisational skills Planning and organisation of a number of complex activities or

4 programmes, which require the formulation and adjustment of plans. Level 3. The post holder will plan their own day to day work and undertake planned work between calls. Where scheduled tasks are delayed due to high call volumes, the post holder will make the necessary adjustments (for example to ongoing scheduled maintenance tasks). When planning maintenance / repair tasks, the post holder will coordinate complex activities between local health board ICT staff and external service providers. This involves detailed planning to ensure the availability of a wide range of resources such as room availability, specialist staff and replacement equipment. 5 Physical Skills Physical skills obtained through practice, standard keyboard skills. Level 2. Standard keyboard skills to enter and update service desk records, VC management systems and general MS Office documents. 6 Responsibilities for patient/client care Provides general non-clinical advice, information and guidance directly to patients, relatives or carers. Level 2. The post holder may provide technical support to patients in relation to video conferencing. 7 Responsibilities for policy and service development implementation Implements policies for own area of work and proposes policy or service changes which impact beyond own area of activity. Level 3. The post holder will work with the Service Desk Manager to implement and develop ITIL based processes to improve the service. This will involve reviewing current working practices and proposing service improvements. The post holder will be guided by defined departmental policies and procedures as defined within the service desk systems and service catalogue. 8 Responsibilities for financial and physical resources Responsible for the installation or repair and maintenance of physical assets. Level 2b. The post holder will ensure the safe and effective use of equipment by

5 planning and implementing ongoing maintenance schedules for video conferencing systems. 9 Responsibilities for human resources Regularly responsible for providing training in own discipline. Level 2c. The post holder will regularly provide training in the use of standard video conferencing systems to both ehealth and non ehealth staff. 10 Responsibilities for information resources Regular requirement to use computer software to develop or create statistical reports requiring formulae or query reports. Level 3b. As part of the service desk function, the post holder will be required to utilise specialist service desk software to monitor call queues and to generate both routine and customised query reports relating to service usage. 11 Responsibilities for research and development Undertakes surveys or audits, as necessary to own work. May occasionally participate in equipment testing. Level 1. The post holder will occasionally be involved in equipment testing. 12 Freedom to act Is guided by precedent and clearly defined occupational procedures. Work is managed rather than supervised. Level 3. The post holder will plan their own day to day work and, if working on the service desk, undertake planned work between calls. Routine service requests such as new account setups, password changes and MCU bookings will be processed in line with the Service Catalogue, however a high percentage of calls will involve non-standard requests and fault resolution that will require guidelines to be interpreted. Support will be available when required from the Service Desk Manager or co-located VC analysts. 13 Physical effort There is a frequent requirement for sitting and standing in a restricted position. Level 2a. Occasional requirement to exert moderate physical effort for several short periods. Level 2d.

6 When working on the service desk rota the post holder will be expected to answer telephone calls and maintain service desk call logs throughout the shift. This will involve data entry and wearing a telephone headset while sitting in a restricted position. 14 Mental effort There is a frequent requirement for concentration where the work pattern is unpredictable. Level 3a. As the role involves undertaking both scheduled and unscheduled task the work pattern in unpredictable. For example, working on planned software upgrades then being interrupted by a busy period of service desk calls requiring immediate resolution. When responding to service desk calls, concentration is required to accurately record call details. 15 Emotional effort Exposure to distressing or emotional circumstances is rare. Level 1. Exposure to distressing circumstances will be incidental. 16 Working conditions Requirement to use VDU equipment more or less continuously. Level 2e. The role will require continuous use of VDU equipment to utilise a number of IT systems such as: service desk software, VC management systems, and MS Office documents.

7 ATTRIBUTES ESSENTIAL DESIRABLE Qualifications Diploma or equivalent experience or a qualification such as European Computer Driving Licence- Advanced HNC/HND in relevant Subject Experience Sound PC Literacy and understanding of IT systems Audio / Video Skills Special Aptitude and Abilities Excellent communications skills Ability to learn new skills Experience of telephone service desk environment Disposition Physical Requirements Ability to work on own initiative Good team player Good attendance record Standard keyboard skills Particular Requirements of the Post Prepared to work outside normal working hours