Job Purpose: To perform routine operational activities in support of Service Delivery Team functions.

Transcription

1 Job Description Title of the post: Technical Support Officer Department: Service Delivery Team Job Purpose: To perform routine operational activities in support of Service Delivery Team functions. To provide operational support and technical assistance on the use of: hardware (desktops, laptops, mobile devices, audio & visual devices, conferencing, peripherals, and other IT equipment) in the support of the business and educational practices to include installations, configuration and setup, deployment, repair, troubleshooting, and maintenance; software applications and operating systems that are either department specific and Commercial off the Shelf (COTS) software. To undertake Service Request, Incident Management, Problem Management, and other Service Desk duties. To provide instruction on the use of business technologies. To provide occasional technical guidance on the use of Harper Adams information technology platforms. Key Accountabilities/Primary Responsibilities Responsible to: Service Delivery Manager Operational Undertake 1st and 2nd Line technical tasks. Assist in the maintenance of the virtual desktop system. Assist in the maintenance of business and educational software images. In liaison with the Technical Support & Business Liaison Officers, support the use of software tools, applications, equipment and/or resources by the provision of documentation, assistance, and training materials as appropriate. To include: creating instructional documentation and information leaflets; creating documents and procedures to support the Service Delivery Team; conducting learning sessions through a combination of: formal teaching sessions and informal development activities; consultancy; informal seminars; forums. Page 1 of 6

2 In liaison with the Service Desk Officer and Service Delivery Manager participate in the review of, and control changes to, documents used by the Service Delivery Team and associated third parties. Assist the Service Delivery Manager with scrapping and disposal of IT equipment. Undertake daily backup duties. Undertake periodic checks of workstations and laptops reported as unserviceable by the Technical Development and Support Coordinator. Undertake software licence administration tasks as detailed by the Technical Development & Support Coordinator. Undertake the Service Desk Operator role when required to do so by the Service Delivery Manager. Undertake consumable stock control and ordering. To undertake any other duties as required by the Head of Information Services. Planning Participate in the Service Design, Transition, and Operation lifecycles in preparation for the inception of software and hardware systems. Assist in testing new procedures and checking associated documentation created before introduction into service. Along with other members of the Service Delivery Team, assist the Service Delivery Manager to undertake Continual Service Improvement (CSI) of the Service Desk provision, Service Delivery, and the suite of Service Management tools. Internal and External Relationships The post holder will be expected to undertake the duties as part of an integrated support team and will be expected to adopt priorities and engage in activities which promote the effective working of the whole team. The post holder will be expected to liaise with colleagues within the department, members of staff, with software and service suppliers as appropriate, and with colleagues in other institutions and related organisations. It is expected that the duties will be performed in the light of the relevant activities in Higher Education generally. The post holder will be expected to be aware of the activities and initiatives being formulated nationally within the relevant specialist area and will be expected to take part in such activities should they be relevant to and of benefit to the work being undertaken locally. Special Requirements To maintain the relevant level of professional expertise and qualifications to discharge the duties of a professional specialist and to agree with the Service Delivery Manager on a relevant professional development programme. There may be a requirement to work varying core hours, or on occasion to work outside normal hours, to ensure that service commitments are met. Person Specification Page 2 of 6

3 Criteria Qualifications, Knowledge and Experience: Essential Desirable (in order of desirability) 1 st & 2 nd line support in a primarily (but not exclusively) Wintel networked PC/VmWare View environment. Familiarity with use and installation of common off-the-shelf IT applications. How assessed certificates, work experience, Planning and Organising: Contribution to useful documentation of methods, configurations and a shared knowledgebase Problem Solving and Initiative: Good fault diagnosis and troubleshooting skills with logical and pragmatic thought processes., work experience Management and Teamwork: Familiarity with ITIL approach to service delivery practices and procedures Communicating and Influencing: Customer-focused approach to seeing issues and requests through to a satisfactory conclusion. Basic user instruction in individual or smallgroup settings Other Skills and Behaviours: Flexible and open to change yet with the ability to prioritise and focus on delivery Confidence, experience and skills to take initiative, but know when to refer queries upwards Eagerness to research current market place and keep up to date with developments Page 3 of 6

4 Criteria Special Requirements: Essential The post-holder will be required to occasionally work outside normal office hours Desirable (in order of desirability) How assessed Department Structure Conditions of Service The national recommendations which have arisen from the negotiations between UCEA and the unions recognised at national level, the Joint Negotiating Committee for Higher Education Staff (JNCHES), directly affect the terms and conditions insofar as they have been adopted by the Board of Governors. Salary The commencing salary will be within the range 20,400-22,249 per annum. The point of entry will be dependent upon relevant qualifications and experience. Salaries are paid monthly, in arrears, by credit transfer. Page 4 of 6

5 Hours of Work Holidays Sick Leave Pension Criminal Convictions The routine working week is 37 hours over Monday to Friday, inclusive. There may be an occasional requirement for overtime working and time off in lieu will be allowed for hours worked in excess of 37 per week. The annual holiday entitlement is 20 working days, plus Bank Holidays and 3 University closure days. After 5 years continuous employment by the University, the annual holiday entitlement will increase to 25 working days. The holiday year runs from 1 April to 31 March and in the holiday year in which the employment commences or terminates the holiday entitlement will accrue on a pro-rata basis for each complete week of service. The timing of holidays is subject to the agreement of the Line Manager. During periods of certified sickness the post-holder will be eligible to receive sick pay in accordance with the University Sick Pay Policy. The payment of sick pay is subject to compliance with the University rules for the notification and verification of sickness absence, details of which will be provided to the successful applicant upon commencement of employment. The post-holder will be entitled to join the Local Government Pension Scheme (LGPS), subject to its terms and conditions. Full details of the Scheme will be provided to the successful applicant upon commencement of employment. The post involves substantial opportunity for access to children and young persons under the age of 18. For this reason the University is entitled to take into account any criminal convictions, cautions or impending case(s) that it considers to be relevant to the post. The post is exempt from the provisions of the Rehabilitation of Offenders Act This means that applicants are not entitled to withhold information about convictions which for other purposes would be considered spent under the provisions of the Act. Applicants must therefore complete the part of the application form declaring any criminal convictions and cautions from any court or police authority. It will be necessary for you to obtain a Disclosure & Barring Service Check (formally known as Criminal Records Bureau CRB) to confirm that you do not have any criminal convictions relevant to the post and that you are not banned from working with children. Full details will be provided once an offer of employment is made. Exclusivity of Service You are required to devote your full-time attention and abilities to your duties during working hours and to act in the best interests of the University at all times. Accordingly, you must not, without written consent of the University, undertake employment or engagement including external consultancy, which might interfere with the performance of your duties or conflict with the interests of the University. It follows that, regardless of whether you are employed on a full-time or part-time contract, you are required to notify your line manager of any employment or engagement which you intend to undertake whilst in the employment of the University (including any such employment Page 5 of 6

6 or engagement which commenced before your employment under this contract). Your line manager will then notify you within 10 working days whether such employment or engagement is prohibited. References Candidates should ensure that they provide full details of the name and postal address of their referees. Please include addresses and telephone numbers wherever possible. Referees should include your present, or most recent, employer. References will normally be taken up immediately in respect of candidates shortlisted for. If you do not wish any reference to be taken up at this stage, please enter an X in the relevant box provided on the application form. Application Procedure: All applications should be completed and submitted using the Harper Adams e-recruitment programme at to arrive no later than Thursday 3 December 2015 Page 6 of 6