Job description. Technical Officer, IT Helpdesk. 22,175 to 26,916 per annum. Hours per week: 35. Northampton Resource Centre. Accountable for: -

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1 Job description Job title: Salary: Grade: Technical Officer, IT Helpdesk 22,175 to 26,916 per annum National D Hours per week: 35 Location: Accountable to: Northampton Resource Centre IT Helpdesk Manager Accountable for: - Introduction Stroke Association is the UK s leading stroke charity. We campaign to improve stroke care and support stroke survivors to make the best recovery they can. Our world-class research develops new ways to prevent and treat stroke. We are working to change the way people think about this devastating disease. Join us. In the UK there are over 152,000 strokes every year. That s one every five minutes. One in five strokes is fatal and it is the most common cause of adult disability. Over half of the UK s one million stroke survivors are left dependent on others for everyday activities. Stroke is one of the greatest health challenges we face today. We re taking action on stroke. Our Vision We want a world where there are fewer strokes and all those touched by stroke get the help they need. Purpose of role To ensure that all computer systems, network, telephony and peripherals at the LASC Bromsgrove remain operational and fit for purpose. All problems must be resolved quickly and effectively, ensuring minimum downtime for IT issues.

2 You will also be responsible for disaster recovery and business continuity in ensuring stability is maintained across the Life After Stroke Centre. You will act as first and second level support with backup from the IT Department at the Northampton Resource Centre on the rare occasions you need assistance. You will provide remote Helpdesk Support as cover for the National IT Helpdesk, based at the Northampton Resource Centre, when required. Key tasks of role 1. To provide expert assistance to users of the Microsoft Systems in respect of their use and availability. 2. To understand and support virtual and physical server environments. 3. To understand and become familiar with the Stroke Association s IP Telephony system to the extent you will add/amend users/call groups etc. on the system. 4. To understand and support the wireless network across the Stroke Association including Meraki Switches. 5. To provide support for BYOD devices across the regional offices 6. To process IT service requests and resolve IT Help Desk problems on IT systems installed at Northampton. 7. To update the Helpdesk ticketing system (WebHeldpdesk) with accurate information ensuing that tickets are resolved with agreed SLA s 8. You will need to assist other locations with support (on-site or remotely) e.g. Stroke Association House, Regional Offices sites and the Northampton Resource Centre when requested. 9. To create and maintain the systems documentation for the Microsoft Systems and applications used within the Stroke Association 10. To undertake operating systems and associated software upgrades when necessary and to maintain a log of these activities. 11. To maintain and develop a comprehensive and in-depth knowledge of Microsoft s Windows Server systems and the associated product range. 12. To understand and utilise Microsoft Orchestrator to aid in the automation of processes on the Helpdesk

3 13. To develop and maintain records for the IT Department s procedures and user guides. 14. To provide input to the Association s IT strategy, Telecommunications Strategy and standards. Other tasks and requirements 1. To undertake any other duties commensurate with the purpose and remit of the post. 2. To encourage people to support the Stroke Association. 3. To embrace our corporate values, mission and vision in everything we do. 4. To be willing to travel during the course of your duties with possible overnight stays away from home. 5. To follow the Stroke Association s Health and Safety policy and procedure to ensure that we work in a safe environment. November 2013

4 Person specification Education Good level of education (including GCSE passes in English and Maths) Willingness to undertake training & continuing professional development / Desirable Experience Experience in the administration and development of server side Microsoft Systems and hold, or be studying for, the Microsoft Certified Systems Engineer qualifications This experience should cover, but not be limited to, the administration of Microsoft Exchange, Active Directory and Microsoft network domain structure Experience of Windows XP 7/8 for install, configuration and administration Experience of MS Office 2003 and MS Office 2010 for install, configuration and administration, with good knowledge for user support Experience maintaining and developing networked computing systems in an IP environment Abilities and competencies Ability to effectively organise and prioritise own workload Ability to work as part of a team Ability to solve complex technical problems Other requirements Knowledge of PC and peripherals hardware Knowledge of Ethernet based LAN s Knowledge of IP Telephony Ability to demonstrate an understanding and commitment to our corporate values To be committed to the principles of equal opportunities and diversity To have an understanding of Stroke Desirable

5 Knowledge of Server Virtualisation products Desirable This information will be used as part of the shortlisting process. November 2013