IT Service Desk Analyst

Transcription

1 IT Service Desk nalyst JOB DESCRIPTION Employment status: Hours: Location: Department: Manager: Liaises with: Permanent, full time Full time hours at UCEM are 35 per week, Monday to Friday 9.00 a.m. to 5.00 p.m. Horizons, 60 Queen s Road, Reading, RG1 4BS Online Education Daniel Wyatt, IT Service Desk Team Leader UCEM Staff and Students, Third Party Suppliers Summary of the role University College of Estate Management (UCEM) is the leading provider of vocational online learning in the UK with a focus on the Built Environment. This exciting position sits at the very heart of the Information Technology s service desk team who play a crucial role in building the foundations between IT and the user, as well as helping maintain the IT infrastructure, systems and services associated with a modern, stimulating and technology-driven environment. The IT Service Desk team support around 4,000 students who take part in our online learning courses from across the world and up to 300 employees, most of whom are based at Horizons, our head office in Reading, however our agile working system means that we have employees based throughout the UK. Within your new role you will be responsible for the delivery of excellent customer service, providing a warm, friendly and attentive attitude to all users as well as providing technical support with laptops, audio-visual systems, servers and much more. s a small team, your experience will quickly flourish, and we encourage the idea of you stepping into new challenges where you can develop your skills. Working alongside our IT Infrastructure and IT Development teams, and with our IT pplication Support Engineer, you will come across a varied mixture of systems and will have the opportunity to take part in the support and maintenance of many of these as and when required. Duties and responsibilities Manage all incoming incidents and service requests within set time-frames by responding to new tickets within the service desk portal, answering the IT service desk telephone line, logging walk-up queries and logging Instant Messages as/when they arrive Work within a set Service Level greement (SL) for response times and resolution times for all tickets raised to the service desk team Ensure that once logged, all tickets receive regular updates so that the customer is informed throughout the lifecycle of their ticket Follow IT procedures, processes and guidelines to setup new machines, perform services and to provide the right service for current employees as well as new starters, changers or leavers UCEM 02/2019 Page 1 of 5

2 dhere to the escalation procedure ensuring that specific types of incidents or requests are assigned to the appropriate individual, team or manager ssist the IT Infrastructure and IT Development teams when necessary and work closely with the IT pplication Engineer when required Deliver a world-class service for students by regularly managing the student ticket queue in a separate incident management system, Student Central, ensuring tickets are logged and dealt with quickly Liaise frequently with other teams across the organisation, especially Human Resources and Facilities, to deliver a joint service for employees when necessary for shared challenges such as desk moves, recruitment and setting up IT equipment for examinations. Perform administrative tasks within IT systems such as ctive Directory when required. Line management responsibilities None Financial accountabilities You are not accountable for any financial management however you may be requested to raise purchase orders on occasion for procurement. PERSON SPECIFICTION = pplication/cv I = Interview T = Test Qualifications and training GCSE Maths and English Language at a grade C or above or an equivalent certification such as Key Skills (Level 2) (Other equivalent s will be considered) Further or Higher Education qualifications in an IT (or similar) related subject IT Qualifications including, but not limited to: CompTI + Microsoft Technology ssociate (ny) City and Guilds Certificate in IT Systems ITIL Foundation SDI Service Desk nalyst Previous experience Technical experience must include: good understanding of Windows operating systems T Desirable technical experience: Working with Windows Servers 2012 R2 and 2016 UCEM 02/2019 Page 2 of 5

3 and how to troubleshoot them including Windows 7 and 10 Exposure and familiarity with Microsoft Office applications and supporting them Basic understanding of networking, specifically Local rea Networks Experience using Office 365 dmin Centre and associated administrative portals Troubleshooting and maintaining printers (specifically MFDs) Supporting webinar and webconferencing systems Experience using ctive Directory Using education database systems such as SITS Informed understanding of hardware; laptops, desktops, servers and peripherals Understanding of V equipment and how connections between laptops and screens (TV screens for instance) work Customer service experience/understanding must include: n excellent comprehension of service delivery and a passion for delivering excellent service T ITIL experience working with Incident Management, Problem Management and Change Management in a service desk environment. cool, calm manner and confidence in dealing with difficult situations Prioritising customer satisfaction throughout day-today duties Experience in a similar role Experience in an office environment Skills, knowledge and aptitudes Excellent customer service skills, with a professional manner Good verbal and written communication Organised and able to prioritise Confident working within a team UCEM 02/2019 Page 3 of 5

4 Other or special requirements Commitment to Student Success; at UCEM we all work hard to make sure that our students are successful I VLUES we expect all new employees to demonstrate our values at work We will test these as part of the interview process Passion we care We want each and every one of our students to succeed We do the right thing by our students and customers; that means we do whatever we can to ensure that no student falls behind in their studies, and that no customer is unhappy with the service they receive Integrity fairness first We model integrity in everything we do We never compromise on honesty or trustworthiness We adhere closely to laws and compliance standards We do what we say we will do, and fulfil our promises to staff Excellence we aim high High standards drive everything we do We deliver excellence, strive for continuous improvement and respond dynamically to change Each one of us is personally responsible and accountable for the quality of whatever we do We listen to our students and understand their expectations We strive to exceed expectations in quality and delivery Support we support and respect each other t UCEM each member of staff does everything they can to help other staff and students to achieve their goals We respect others and their opinions, we are open to ideas, we trust each other We promote a supportive working environment across UCEM that extends to our students We value and reward each individual s skills, working towards common goals with shared objectives and through collaborative practice SFEGURDING ND PREVENT Please note any appointment to this post is conditional upon and subject to an enhanced certificate (criminal record check) issued by the Disclosure and Barring Service (DBS), which will also include a check of the DBS Barred Lists. If you are appointed to this post you will also be required, as part of your induction training, to undertake training relating to safeguarding and Prevent. This training will be both face-to-face and online. ny prior training in these areas is helpful, however it will not make you exempt from undertaking training with us. BENEFITS Salary circa 23,000 per annum. 24 days paid holiday (rising with service to 27) plus paid bank / public holidays and up to 5 paid closure days; all per holiday year Full Time Equivalent. Holiday buy/sell available. Salary exchange pension scheme (auto-enrolment to the People s Pension). You will automatically be opted-in to salary exchange (the term we use for salary sacrifice). You may opt-out. Life assurance provision. UCEM 02/2019 Page 4 of 5

5 Horizons: There are limited parking spaces but you may ask to join the Waiting List. Employee ssistance Programme. Cycle to Work salary sacrifice scheme and access to Tax-Free Childcare (Government scheme). Voluntary Healthcare Scheme. Charity giving. ccess to IT and retail discounts. On the jobs page of our website you will find the full list of employee benefits at UCEM PPLICTION PROCESS Preferably by to Please send the following documents: 1) Your up-to-date CV; 2) covering letter outlining your suitability for the role with your salary details; and 3) completed Recruitment Check Form, available from the jobs section of our website at Internal applicants are advised to inform their line manager of their application. Informal discussion For an informal discussion about the role please contact Daniel Wyatt on or For any other enquiries please contact HR on / 7051 or recruitment@ucem.ac.uk NO GENCIES WE DO NOT USE GENCIES NOR CN WE CCEPT CV SUBMISSIONS Closing date Friday 8 March 2019 at 10 a.m. Please note, applications may be reviewed as and when they are received, so you may be invited to interview ahead of the closing date. Interview date Dates for interview will be advised to you later in this process. Please be prepared that there may be a two-stage interview process, held on different dates. s part of any interview process with UCEM, you will meet with a member of the Senior Leadership Team; subject to availability this may be a telephone interview. UCEM 02/2019 Page 5 of 5