JOB DESCRIPTION CORPORATE SERVICE CUSTOMER CARE & ICT. Information Communication Technology. Engineering Support Assistant (Temporary)

Transcription

1 JOB DESCRIPTION Group: Division: Section: Sub Section: Post Title: CORPORATE SERVICE CUSTOMER CARE & ICT Information Communication Technology Front Office Engineering Support Assistant (Temporary) Vision Post Number: Grade: Responsible to: Post reporting to this post: Team: CRB Required Level: Location: G6 Senior Officer (Engineering) None Service desk & Engineering No Ty Bronwydd/Ty Elai/Ty Sardis TBC Date of Description: February 2013 KEY OBJECTIVES The post-holder s primary role is to assist in the operational support, reactive installation and maintenance of the authority s Front Office systems and associated peripherals and technologies. It also includes the use of the relevant management tools to support these systems. The post-holder will also assist the Senior Support Officer in the provision and delivery of the Authority s Front Office infrastructure & services. These systems include Desktops, (Hardware / Software), peripherals, Microsoft O/S, related software/its configuration, and related security systems.

2 SPECIFIC RESPONSIBILITY 1. The operational support and maintenance of Hardware \ Software, its configuration and installation services for PCs, laptops, PDAs and related peripherals, using remote tools as required. 2. To assist the Senior Support Officer in liaising with system users and Front Office Support and to assist in developing service improvements. 3. To assist the Senior Support Officer in managing and maintaining accurate records of hardware and software systems and service configurations and incorporate into the ICT Change Management Process. 4. Under the guidance of the Senior Support Officer provide user departments advice for the optimum use of hardware and software and associated technologies. 5. To monitor the efficient use of Front Office services and to address the nature of any misuse of the Authority s resources. 6. Liaise with ICT staff for the installation and provision of ICT hardware systems and software. 7. To liase with the officer responsible for the CMDB, maintaining asset management records of all ICT equipment in the Authority including new procurement, recording of moves and changes and disposal assets equipment in accordance with agreed procedures. 8. To ensure that all logged incidents are consistently acknowledged, prioritised, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement. 9. Ensure that all changes in the live environment are controlled through Change Management procedures - where applicable. 10.Attempt to resolve reported incidents at the first point of contact with set procedures and to customer needs, utilising remote support tools where possible 11.To assist the Service Manager - Front Office Support to advise, instruct and on operational issues. 12.To maintain to a high standard the operational security of the authority s Front Office systems. 13.To assist with Front Office services design and installation. 14.Provide ad-hoc support to other officers of the Service and/or a support role on specific projects. 15.Ensure that all activities are carried out in compliance with Council's Standing Orders and Financial Regulations and any other legal requirement (e.g.

3 Health & Safety, Data Protection, Access to Information etc.) or relevant organisational guideline (e.g. Information Security Policy). 16.To involve yourself in the development of objectives and to ensure, through use of the Performance Plus (or similar) process, that there is clarity on the contribution that is made and that training and development will be made available as necessary to make that contribution. 17.To maintain a good working knowledge of statutory regulations and Council Policies governing the services directly provided by ICT and to coordinate the provision of expert advice in accordance with the Council's ICT & Information Management Plans. 18.To take responsibility for your own learning and development and to take part in any training considered relevant to this role To carry out health and safety responsibilities in accordance with the Groups Health & Safety Responsibilities document. To undertake such duties and responsibilities commensurate with the grade, as may be reasonably required by the Director, or as a mutually agreed development opportunity. THE CONTENTS OF THE DOCUMENT WILL BE THE SUBJECT TO REVIEW FROM TIME TO TIME IN CONSULTATION WITH THE POSTHOLDER. JOB DESCRIPTIONS MAY BE AMENDED TO REFLECT AND RECORD SUCH CHANGES. Protecting Children and Vulnerable Adults is a core responsibility of all staff. Staff are expected to alert their line manager to any concerns they may have regarding the abuse or inappropriate treatment of a Child or Young Person, or Vulnerable adult.

4 PERSON SPECIFICATION This Person Specification sets out the knowledge and / or qualifications, past experience and personal competencies that would be ideal for this particular post. The Knowledge/ Qualifications and Experience sections describe what is required in terms of the technical ability that is needed to do this job successfully. The Competencies section describes the kinds of non-technical skills, abilities and personal characteristics that the ideal person for this particular role would have. The competencies describe how that person would ideally work with other people and how they would approach their responsibilities. The Special Conditions and Professional Requirements section describes any other qualities appropriate to the particular circumstances associated with this role. ATTRIBUTE ESSENTIAL DESIRABLE KNOWLEDGE / EDUCATION Knowledge of Configuration, installation and maintenance of Desktop, Hardware, Software, Computing systems, peripherals and associated technologies Fault finding techniques Information Security and controls Customer Relationship Management LAN, WAN, Ethernet networks and TCP/IP protocol and related services. Microsoft Windows XP/7, SMS/SCCM, Active Directory/Citrix Basic Administration Security/Management Systems & Reporting

5 EXPERIENCE Experience with customer engagement and communication skills Experience of supporting & maintaining End User Computing systems on a variety of architecture platforms Experience of analysing system problems and providing accurate and meaningful advice to both users and other ICT staff Experience of working within the Public Sector Experience of implementing plans Experience of providing specialist guidance to professionals Experience of the application of procedures in line with policies according to predefined criteria and documentation COMPETENCIES 1. Working with Others 2. Meeting Customers Needs 3. Demonstrating Technical Ability Knows the role of other teams and individuals and uses this to help resolve Service Users issues Is tactful, polite and respectful Always puts the Service Users needs first Takes responsibility for resolving customer queries Ensures they have collected all the necessary information to move things forward. Demonstrates excellent levels of Computer skills. Takes responsibility for keeping job-relevant knowledge up-to-date. 4. Achieving Results Understands data protection and doesn t disclose private information inappropriately. Takes initiative and can work without close supervision. Is flexible about re-arranging priorities to account for changes and new information 5. Maintaining Safety and Well-being Takes responsibility for complying with all relevant H&S procedures and legislation Anticipates and reports any risks and faults to the correct people quickly

6 6. Demonstrati Professionalis m 7. Communicating Effectively SPECIAL CONDITIONS AND PROFESSIONAL REQUIREMENTS Is responsible, trustworthy and reliable and takes personal accountability for work. Is resilient and works effectively under pressure Passes on accurate information to other service areas. Uses style of language that others can clearly understand. Ability to travel independently across the County Borough