The technical resources for which the IT Support Analyst provides support and management include:

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1 Job description Post IT Support Analyst Grade 5 Hours 35 hours per week To fulfil the demands of this post, the post holder will need to work flexibly in response to service requirements. Early starts or late finishes and some evening and weekend work may be required from time to time, with prior notice. Any additional time worked in a given week will be compensated by time off in lieu where operationally feasible, overtime pay or a combination of both, by agreement with the Head of IT. Accountable to IT Services Manager The King's Fund is an independent charity working to improve health and care in England. We help to shape policy and practice through research and analysis; develop individuals, teams and organisations; promote understanding of the health and social care system; and bring people together to learn, share knowledge and debate. Our vision is that the best possible health and care is available to all. Our values We expect everyone to demonstrate an understanding of and to apply our workplace values. Our vision, mission and values can be seen at: Job purpose This is an important role as it is the first point of contact for issues and requests related to our IT infrastructure and services and will be important in helping to deliver improvements in those areas. There are two aspects to the role reactive and proactive: Reacts in a timely, helpful and professional way to technical challenges as they arise, with the emphasis on customer service. Proactively builds on experiences from meeting those challenges to help shape service improvements, e.g. by highlighting areas where training, systems or documentation could drive improvement. Main responsibilities The technical resources for which the IT Support Analyst provides support and management include: devices including: desktop PCs; laptops; tablets; smartphones; desk phones; other comms devices (e.g. conference phone, ISDN mixer) software including: standard desktop applications, e.g. Office 365; specialist applications; mobile apps network services including: cabling; patching; Active Directory; wired and wireless LAN; some VPN services; data and voice services; anti-virus software

2 services including: helpdesk; consumables supply; provisioning equipment; user education and support Analytical / Information Provides high-quality first-line support to customers of IT services, including staff, associates, tenants, visitors and venue customers: organisers, exhibitors, speakers and delegates Provides first-line support for the following systems, resolving issues where possible or escalating either internally or to approved external support agencies: desktop computer systems and peripherals on-site, including upgrades, rebuilds or other device configuration, trouble-shooting standard operating systems and software, including Windows 7, Office 2013, Office 365, installation, upgrade, troubleshooting; also some software installation and upgrades for systems supported elsewhere, e.g. NAV mobile solutions, e.g. smartphones or tablets, including device configuration, basic training of users, administration tasks on the management console Helps customers get the best out of business systems supported by IT by working with them to understand requirements and to deliver the best solution in each case Reflects on service issues arising out of support requests and other interactions with customers, and feeds back to the IT team to help improve services Actively records and manages support requests in the service desk system and ensures that requests are followed up and resolved in a timely manner Maintains other features of the service desk as required, e.g. update the asset register Undertakes administration tasks on the telephone management software for all supported customers Works with the Audio-Visual team to provide and support IT resources as part of a seamless service to Venue Services customers Undertakes hands-on cable patching and other approved infrastructure modifications in support of delivering network services to specific locations Physically installs or removes hardware from time to time and ensures that any IT equipment is deployed in a manner consistent with health & safety guidelines, and takes action to ensure compliance with these guidelines, as required Assists in the maintenance of appropriate documentation for technical resources, e.g. knowledge base Monitors resources in the IT store and ensures that all equipment is stored tidily and in a good state of repair, that adequate spares are available and re-orders consumables and other equipment as required Undertakes identified routine maintenance tasks on the network, e.g. checking event logs Reports to the IT Services Manager and assists the IT Services Manager in introducing and maintaining formal systems, processes and documentation to improve the delivery and development of IT services to all customers Management of people and resources Ensures that relevant systems are in place and actively contributes to effective communication within the team and with others across the Fund. Ensures that the organisation s business and information systems are utilised for the benefit of the team, directorate and Fund. Manages finances in compliance with related policies and procedures. Effectively manages project/business performance by planning, co-ordinating, delivering, evaluating and communicating as appropriate. Other

3 Actively learns and develops to stay up to date with developments in area of expertise and to meet the changing needs of the job, team and organisation by participating in appraisal and appropriate learning activities. Encourages and supports the development of others, the team and the organisation by engaging in and contributing to the Fund as a learning organisation and to its positive culture Represents the team and Fund in a professional and positive manner with both internal and external stakeholders and in doing so reflects the values of the organisation. Undertakes any other duties that may reasonably be required, and are commensurate with the grade of the job, in furtherance of the objectives of the Fund. Ensures compliance with The King s Fund s policies, procedures and contract of employment. Date: October 2018

4 Person specification Supporting Evidence You must demonstrate your experiences, skills, abilities and values by giving specific examples for the criteria within the person specification. Training and qualifications Knowledge and experience Essential Desirable How Tested Relevant degree or Application equivalent training and experience Practical knowledge and Experience of using Application proven experience of structured language tools providing high-quality for querying or scripting, IT support to e.g. Microsoft SQL or customers, supporting PowerShell would be an and trouble-shooting IT advantage requirements in a range Intermediate or of environments, e.g. advanced SharePoint office-based desktop, administration skills. remote & mobile working and event hire Experience of customer liaison and commitment to customer care and satisfaction, applied to a range of customers with expectations based on SLAs or other criteria Experience of supporting and administering core Microsoft systems, including Windows servers, Windows desktops, Active Directory, Office 365 software and other key applications Experience of working with a service desk system to log and track support requests Experience of working within agreed governance frameworks, e.g. data protection, health and safety, safe systems of work etc. Skills and abilities Able to understand and empathise with the differing needs of Interview Skills test

5 Essential Desirable How Tested different types of customers, appreciate their priorities but deal with them consistently and fairly Able to communicate well with customers and colleagues, using language appropriate to the technical understanding of the audience Able to problem solve with an analytic approach, whether tracing ongoing problems in downtime or finding fast solutions in crucial periods before or during an event. Able to contribute effectively in a small team handling support and development of IT systems Able to work as part of a team but also independently where necessary, using own initiative Able to work collaboratively and sustain effective working relationships with diverse colleagues, partners and clients Able to organise their own work and time productively Understands the qualities and processes of excellent people management Understands The King s Fund s values and their application to this role Has an appreciation of the work of the Fund and the contribution of this role

6 Personal qualities Essential Desirable How Tested Customer focus, with a Interview keenness to deliver good service Commercial awareness Willingness and flexibility to work unsociable hours in support of customers and events, when necessary Smartly presented Enjoys working in and for a busy team, but works responsibly unsupervised Committed to providing a high standard of work and continuous improvement Appreciates the value of diversity Has a proactive approach to addressing challenges Committed to continued learning and supporting the learning of others Willing to accept responsibility and opportunities appropriate for the role Has a flexible approach to their role and to change Other