SERVICE DESK & INFRASTRUCTURE MANAGER CANDIDATE INFORMATION

Transcription

1 SERVICE DESK & INFRASTRUCTURE MANAGER CANDIDATE INFORMATION Contents: Advert text Job Description Candidate Profile Employee Benefits How to apply

2 Service Desk and Infrastructure Manager Salary c 38,000 The Wine Society is one of the country s leading wine merchants and stocks more than 1,500 wines, ranging from under 5 to over 500 a bottle. It is a mutual selling only to its members and exists purely for their benefit. Member satisfaction is paramount; maximising profit is not. This is a newly created post in which you will report directly to the Head of Information Systems. Candidates will have a hands-on approach to resolving user queries and this will be combined with the management of a small team. Your focus will be on delivering superior customer service, recommending strategies for change and developing strong relationships across the business. You must have previous experience in a similar role including the application of monitoring systems, measuring and delivering to agreed service standards and a good understanding of Windows and VMWare operating systems. Your technical knowledge should be supplemented with a good balance of interpersonal and influencing skills. You will have the ability to challenge current systems and processes and make recommendations for change whilst developing a strong team ethos. Please visit for more information and for details of how to apply. Closing date for applications is Friday 20th th April 2012 and first interviews will be held on Thursday 3rd May 2012.

3 JOB DESCRIPTION Job Title: Service Desk and Infrastructure Manager Department: Information Systems Responsible to: Head of Information Systems Responsible for: Service Desk Analyst, Infrastructure Analyst Job Purpose: To deliver an effective and helpful Service Desk function To ensure the systems infrastructure runs smoothly and is updated for changing business needs Duties and Responsibilities: Manage Service Desk and Infrastructure team, ensuring agreed targets are met Deliver superior customer service and develop that culture within the team Develop and enhance cooperative interdepartmental and vendor relationships Implement methods to improve call handling and resolution e.g. new software, procedures Responsible for monitoring and reporting for early identification of issues Manage scheduling to provide cover during business hours and support for infrastructure changes outside hours Provide user support for the wide variety of hardware and software systems in use Develop policies and ensure adherence including security, web, telephone and usage Software Asset Management IS representative on the Operations Team Make required hardware, software and equipment purchases Ensure that infrastructure is updated for new business needs and for changes in the external environment e.g. new versions of Microsoft software Identify, detect and take action to respond to and resolve information security threats Carry out ongoing PCI DSS compliance obligations Carry out Disaster Recovery tests and improve and update DR plans The Society reserves the right to vary or amend the duties and responsibilities of the post holder at any time according to the needs of the Society s business. March 2012

4 CANDIDATE PROFILE Key Skills Service Desk Manager experience including ITIL exposure Clear understanding of the importance of customer service Experience in a formal environment of call logging/incident management Interest in monitoring systems to solve problems before they effect people Good understanding of Windows, VMWare and Unix operating systems and environments Good understanding of IT security, firewall and network technologies Interest in new technology and finding better ways of doing things Excellent numerical and analytical skills Ability to persevere in solving technical infrastructure problems Ability to work across a wide variety of hardware and software technologies Strong team player Able to communicate technical information to a non-technical audience Able to balance short term demands versus long term priorities Working Hours Typically 35 per week Monday to Friday - to be worked during core hours of 7.30 am and 5.30 pm. Some additional hours will be required to cover periods of holiday and/or other absence for which time in lieu will be accrued. Where extra hours exceed eight per week, consideration will be given to additional pay at standard rate. On Call Responsible for ensuring on call provision is adequately provided. This will typically result in being on call for one Saturday in three on an ongoing basis and for up to four Sundays per annum. As a Managerial post, further flexibility will be required on occasions where other cover is unavailable. Whilst on call you would be required to be available by telephone between the hours of 9.00 am and 5.00 pm. It would also be expected that you would be no further than one hours travel time away from the office in the event that a query required on site attention. An on call allowance of per day is payable for each day that you are required to be on call. Out of Hours Working Some out of hours working including evenings and weekends will be required for which time in lieu will be accrued.

5 EMPLOYEE BENEFITS At The Wine Society we are proud of our benefits package; here are some of the benefits you could enjoy as an employee: Holiday Holiday entitlement varies according to length of continuous service as shown below: Complete years of service as of 1st April Holiday entitlement (per annum) 0 23 days days days days days days 20 plus 30 days You are also entitled to paid leave for Bank and Public Holidays. The leave period runs from 1 st April to 31 st March each year. Employees starting or leaving employment during the year are entitled to leave proportionate to the number of completed calendar month s service during the year. Pension Plan The Society offers a Pension Plan to which both employee and The Society contribute. These contributions are invested by external investment managers to create a fund for retirement. Contribution Table: Member Contribution Society contribution for employees with less than 5 years service Society contribution for employees with more than 5 years service 3% 6% 8% 4% 7% 9% 5% 8% 10% 6%+ 8% 11% Life Assurance Life assurance is effective from the start of employment at the rate of four times salary. Private Medical Insurance Scheme The Society offers all its employees the protection of a private health insurance scheme currently operated by Aviva. It is free to employees (although it is a taxable benefit) and you are able to include your partner and/or children at a discounted rate. Permanent Health Insurance The scheme, a discretionary benefit since 1st April 1986, is designed to provide the security of continuing income if sickness or injury results in long-term absence. If an employee becomes unable to perform their usual job through sickness or accident, subject to qualification, you will be paid an annual benefit equal to 65% of your predisablement earnings, less the state Single Person's Incapacity Benefit at the current rate.

6 Staff Discount Employees are eligible to enjoy staff discount immediately upon joining! The discount rate is: 20% for table wines 10% for spirits, champagne, sparkling wine, fortified wine, accessories and bin ends and all wines bought in Montreuil 50% for storage charges (for which staff must also be members) Simply Health (formerly HSA) The Society operates an alternative Health Insurance Scheme through Simply Health. On joining Simply Health, employees may contribute weekly or monthly to buy health benefits (e.g. optical, dental and maternity treatment) Company Sick Pay Sick pay is dependent on length of service. The table below gives details and is based on a full time contract. The amount of sick pay is your normal salary less any state or similar benefits you are entitled to claim. Length of service Maximum sick pay during any 12 month period up to 6 months First three days no pay - statutory sick pay is applicable from day 4 of absence over 6 months up to 1 year 10 days over 1 year up to 2 years 20 days plus any not taken in year 1 over 2 years up to 3 years 30 days plus any not taken in year 2 over 3 years 10 days for each completed year of service plus any not taken in the previous year to a total maximum of 26 weeks Staff Interest Free Loan Scheme The loan scheme is intended to allow staff to borrow money for a specific purpose and for expenditure that would not be classified as part of a regular household budget. Eligible staff can borrow up to a maximum of 20% or 5,000 which is the greatest. Sports & Social Club The Social Club is run on a voluntary basis by employees for employees. A Committee is elected each year. Those wishing to join are required to fill in an application form agreeing to a monthly subscription being deducted direct from pay Childcare Scheme The Society has a childcare voucher scheme in conjunction with Busy Bees. This is to offer employees a scheme whereby part of your total remuneration can be taken in childcare vouchers. Typically, on a salary of 20,000 per annum, these benefits would be worth 1,850 per annum. Further details on all of the above benefits can be obtained from Human Resources upon joining The Society.

7 HOW TO APPLY Please submit a comprehensive CV, detailing your most significant achievements, together with a covering letter that addresses the criteria in the candidate profile. You should also include details of your current salary package and notice period. Applications may either be ed to mortonc@thewinesociety.com or posted to the address below: Christine Morton Head of Human Resources The Wine Society Gunnels Wood Road Stevenage Hertfordshire SG1 2BT Should you have any questions or wish to discuss any aspect of our recruitment process please contact Christine Morton, Head of Human Resources, on KEY DATES Closing date for applications is Friday 20th April First interviews will be held on Thursday 3 rd May Please do let us know in your application of any specific dates that you will be unavailable. Cm/