Promoting and safeguarding the welfare of children and young persons for whom you are responsible and with whom you come into contact.

Transcription

1 Repton School - ICT Dept. Job Description ICT Helpdesk Manager The School is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment, therefore the following shall be deemed to be included, in addition to the duties that you may be required to perform: Promoting and safeguarding the welfare of children and young persons for whom you are responsible and with whom you come into contact. Background Information Repton School, founded in 1557, is a leading co-educational School situated in the historic village of Repton. Five miles from Burton upon Trent and eight miles from Derby, Repton lies in the very centre of England. The School boasts a consistently fine academic record and is active and successful in a wide range of other activities. The School s 650 pupils, both boys and girls, are predominantly boarders. Each belongs to one of the ten boarding houses. Repton prides itself on its long and close association with the village. The Repton School ICT 10GbE network extends around the whole village using 10GbE fibre optic links, providing network access with wireless provision and wired sockets in classrooms and in the pupils studies in boarding houses. The network provides digital video streaming, VLE content, Internet, facilities and access to centrally held files to around 800 PCs. Pupils are required to provide their own networked machines for use in their studies. Microsoft Office 365 is provided to all pupils to facilitate their studies. The ICT Department comprises three teaching rooms and four offices. There are 75 computers, running Windows 8/8.1, in the ICT Centre. All machines are linked to Colour Multi-Function devices. The network hosts an impressive array of teaching resources and also facilities for administration staff. The Network is serviced by some thirty Windows Servers using both on Premise and Microsoft Azure Cloud. These provide Internet and Mail services as well as sophisticated software filtering of both. All inbound and outbound traffic is filtered by our multiple hardware Firewall solutions and our is scanned in real-time. Every machine is covered by a site-wide anti-virus solution with central monitoring and we

2 also provide Database services, School Intranet, school library management, a digital video solution and remote access for every user; amongst many other services. All the machines are connected to the Internet by a 250Mb/1Gb dedicated line. Pupils and staff all have their own Office 365 accounts, addresses and the School has a web presence at ( Department staff comprise of a Director of ICT, a Network Manager, an ICT Helpdesk Manager, and two ICT Technicians. The ICT Department commands a high profile within the School and receives an equally high level of support and financial investment from the Governing Body. Repton School is a Microsoft Showcase School. Job Summary The ICT Helpdesk Manager will work as part of the Network support team, to provide Hardware and Software support for Whole School ICT services. The ICT Helpdesk Manager is responsible for all aspects of technical operations and service delivery relating to the function of the ICT Service Desk. The role exists to assist the Director of ICT and Network Manager to deliver an effective, first class ICT service. It should be noted that this post is a varied and rewarding position that involves a wide range of Support and Technical roles to provide support for Teaching Staff, Support Staff and Pupils, as well as Parental enquiries. The ICT Helpdesk Manager will also manage and deliver the Staff ICT Training Programme under the guidance of the Director of ICT and Deputy Head Academic. Responsible To The ICT Helpdesk Manager will be directly responsible to the Director of ICT. Main Duties/Responsibilities The School is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment, therefore the following shall be deemed to be included, in addition to the duties that you may be required to perform: Promoting and safeguarding the welfare of children and young persons for whom you are responsible and with whom you come into contact. Under the Sexual Offences Act 2003 it is a criminal offence for a person over 18 (e.g. teacher, matron, sports coach) to have a sexual relationship with a child under 18 where that person is in a position of trust in respect of that child, even if the relationship is consensual. This applies where the child is in full-time education and the person works in the same establishment as the child, even if s/he does not teach the child. Moreover, whatever the age of the pupil, a sexual relationship between an employee and a pupil will be considered an abuse of a position of trust and gross misconduct, likely to result in dismissal.

3 Specific Duties will include: Manage the Helpdesk team, ensure processing of incoming calls to the Helpdesk via both telephone and to ensure courteous, timely, and effective resolution of end user issues Ensure inbound work is assigned to the team member most able to deal with it, monitoring progress and communication with the end users whilst managing quality control. Ensure adequate information is recorded in the Helpdesk system by all team members Drive the continuous improvement and support service programme to ensure the highest levels of support are provided across the School. Instil an exceptional support service ethic in all Helpdesk staff Has overall responsibility for help desk staff and the activities associated with the identification, prioritisation and resolution of reported incidents Manage and deliver the Staff ICT Training Programme under the guidance of the Director of ICT and Deputy Head Academic To work within and create / make recommendations to improve Repton s ITIL processes, working practices and performance to improve service levels and support satisfaction Act in a supervisory and hands-on capacity to ensure the service desk function supports the smooth running of ICT systems across the School To lead the technical support team to deliver a high quality, cost effective support service Track all issues to resolution and ensure callers are kept updated on progress and expected time to resolution To act in a technical capacity providing advice, completing projects and technical support both remotely and face to face Own the Incident Management Process Document processes and procedures Initiate improvements to raise the quality and efficiency of service to end users To support Repton staff in the appropriate use of ICT, through advice and training To work with the Director of ICT, Network Manager and ICT Technicians to deliver ICT support, plan and execute projects and develop ICT in line with strategy plans Develop and maintain formal procedures for consistency and increased productivity Implement methodologies to improve first call resolution, manage end user perceptions, and build strong internal relationships To support the ICT technicians in performing their day to day duties, by providing technical and procedural advice To help develop and train the Service Desk team, overseeing projects and managing Repton ICT support operations To build ICT Support relationships with Senior Management, Heads of Departments, Teaching and Support Staff To maintain service delivery and operations within agreed SLAs focusing on driving down response and fix times To manage and escalate service requests to the Network Manager and Director of ICT as necessary

4 To manage the creation of training resources and organise the delivery of training end users, identifying ways to enable self-help through FAQ s and knowledge bases To ensure that purchases follow the ICT Purchasing Process, are processed in a timely manner, have the appropriate sign-off and are re-charged where necessary To identify opportunities for productivity and service delivery improvements To work with the Network Manager and Director of ICT to make sure cover is always provided during required hours To log incidents and proactively manage the teams support queues on our ITIL compliant Service Desk software, prioritising service requests To act as the escalation manager for the Service desk team To oversee the registration, setup and support of all Pupil Laptops To be the Primary contact for all ICT related support calls for Repton School To provide a hands-on approach to all ICT support requests where necessary Ensure good communication with the Network Manager/Director of ICT in all of the above mentioned areas Carrying out such other reasonable duties as may be required by the Network Manager/Director of ICT Technical Skills The successful candidate will have a hands-on approach and will be experienced with the following: Windows and Mac workstations and laptops Windows, ios and Android mobile devices Windows Active Directory and Group Policy Windows Server, Exchange Server and SQL Server Firm understanding of networking topologies and protocols (Ethernet - TCP/IP, Fibre, Security, Switches, Routing, VLANs) Experienced supporting computers in a networked environment Applications software skills such as Office 2016 and Office 365 Working knowledge of HP Server Hardware and Management utilities Cat5/Cat6 cabling installation experience Backup and archiving systems knowledge Security policy and procedure enforcement Asset-tracking, budgeting and other departmental processes Documentation including network diagrams and logs Technical training programs Special project management as needed Sound knowledge of PC Architecture. (Memory, Hard Disks, PCIe cards, Motherboards etc.) PC assembling, configuration and maintenance Ability to troubleshoot Network/Hardware/Software problems

5 Should be able to show: An ability to identify opportunities for process improvement An ability to logically and systematically diagnose problems and progress to resolution An ability to estimate and plan workloads for line reports An ability to efficiently record incident and service requests over the telephone or in person from users of the School s computer systems An ability to develop and maintain user/process documentation An understanding of School procedures and provide guidance to users on system functionality Escalation of Incident Management within the department Personal Skills The position will manage a team of Helpdesk Support Technicians by providing daily direction, performance monitoring, mentoring and coaching. In addition, the position will also perform the assessment and distribution of incoming help tickets, provide escalation support and ensure a high level of responsiveness to Whole School ICT support. It will also involve the management and delivery of a Staff ICT Training Programme. The ideal Candidate would be an experienced service delivery practitioner, highly organised, proficient in a variety of computer applications and motivated towards continual process improvement. Experience of ITIL service strategies/process is advantageous Will manage, motivate and mentor Helpdesk team members Be enthusiastic with a positive attitude Show ability to use initiative, prioritise work and finish to a high standard Well-presented and business-like Flexible at all times Emphasis on interpersonal skills Able to conduct research into networking issues and products as required Ability to present ideas in user-friendly language Charismatic personality with strong verbal & written communication skills High levels of attention to detail Be motivated through the delivery of a quality service Qualifications / Experience The successful candidate should ideally possess a Computer Science/Computing Degree or higher with MCSE/MCSA experience and will be able to demonstrate a thorough understanding of their profession. They should have at least 5+ years professional experience within ICT and 2+ years of experience in a management or supervisory capacity.

6 Salary, Hours of Work and Holidays Salary will be 30,238 per annum. Salaries are reviewed annually, although a review does not necessarily imply an increase. Term Time Normal hours of work during term time (34 weeks), will be 40 hours per week: Monday to Friday: 8.30am 5.30pm with one hour lunch Alternate Saturdays* 8.30am 12.15pm *An afternoon off will be granted in the week preceding a working Saturday, whereby that particular day you would work 08.30am 1.45pm with no lunch-break. School Holidays Normal hours of work during School Holidays will be: 31 hours per week, flexible hours to be agreed with the Director of ICT, but typically; Monday to Thursday: 9.30am 5.00pm with one hour lunch Friday: 9.30am 3.30pm with one hour lunch There is no Saturday morning work during School holidays. Holiday - 5 weeks holiday may be taken annually, in addition to bank holidays and the Christmas closedown. The timing of holidays should be agreed in liaison with the Director of ICT. Holidays are not normally approved during term time. Starting Date Ideally, we would wish the successful candidate to begin as soon as possible by mutual agreement. Health The successful applicant will be required to complete a Health Declaration once a formal offer of employment has been made and accepted. They should be capable of lifting 50+lbs. Children Act and Referees Successful appointment will be dependent upon statutory criminal conviction checks including an enhanced DBS Check in accordance with the Children Act, as well as favourable reports from two referees. It will be assumed that the School may contact your nominated referees without further reference to you, unless you specify any alternative arrangements.

7 Applications Applications will only be accepted on the School s official application form. This should be sent to The HR Manager at Repton School, Repton, Derbyshire; DE65 6FH. The closing date for accepting applications at Repton will be Friday 3 rd February We respectfully advise that should you have not been contacted by Friday 10 th February, your application will not be taken further.