Service Support Analyst Job Profile About the HCPC The Health Professions and Care Council (HCPC) is the regulator of 16 different health and care professions, set up to protect the public. To do this, we keep a register of health professionals who meet our standards for their training, professional skills, behaviour and health. The organisation employs around 200 employees, who work in nine departments - Registration; Fitness to Practise; Education; Communications; Policy & Standards; Operations; Human Resources; Finance and IT. About the IT Department The IT department is made up of seven members, and divided into two teams: Service Support and Infrastructure Support. - The Director of IT heads up the department and is a member of the Executive Management Team (EMT), taking responsibility for the strategic aspects of IT and the work plan/ agenda. - The Service Support Manager reports into the Director of IT and is responsible for managing the functions and processes of the Service Support team such as the service desk and management of the Service Support Team. - The Infrastructure Support Manager reports into the Director of IT and is responsible for the overall design of all IT infrastructure and management of the Infrastructure Support Team. Vacancy - We currently have a vacancy for a Service Support Analyst to join the team. The Service Support Analysts report to the IT Service Support Manager and are responsible for providing 1 st line and 2 nd line support to employees. 1
Application & Selection Process Applicants for the Service Support Analyst role must complete the HCPC application form in full. Please note: any CVs submitted will not be seen by the panel for the purposes of shortlisting, but will be provided to them if you are selected for interview. Applicants for the role will be shortlisted by a panel during w/c 26 May 2014 Successful candidates will be invited for an interview on TBC Please try to ensure your availability on this day, as it may not be possible for the panel to see you at another time. Completed applications should be sent to: Alternatively they can be posted to: recruitment@hcpc-uk.org Human Resources HCPC Park House 184 Kennington Park Road London SE11 4BU Enquiries should be directed to: HR - 020 78409735 The closing date for applications is Tuesday 27 May 2014 at Midnight. 2
Job Description Service Support Analyst Department: Reports To: Salary Band: Information Technology Service Support Manager Band D Main Purpose of Job As part of the Service Support Team provide an IT Service Desk function being the primary interface between the IT department and the Users Provide 1 st line support to Users who have raised Incidents and Service Requests. The scope to include but not limited to all PC, telephony and application issues Design, develop and operate the Incident and Problem Management processes for the IT department Provide 2 nd line support for PC lifecycle management including all installed applications and telephony services Monitor and manage the license provision for software distributed in the IT environment, working closely with the Infrastructure Support team. Own the consolidated license record document that specifies the licenses that HCPC own and how they have been assigned Attain the agreed levels of performance for Incident and Problem management as detailed in the appropriate service level agreements Position in Organisation Liaises with employees at all levels within the organisation External liaison with relevant suppliers and external stakeholders which include (but are not limited to) professional bodies, other regulators and government departments. 3
Scope of Job To be the primary point of contact with the IT service Users To provide consistent and repeatable services through application of common processes and procedures To be the acknowledged expert for IT PC and telephony services within HCPC Prioritise Support requests effectively to ensure compliance with agreed Service Levels Ensure IT coverage of the HCPC working day (08:00-18:00) by working a shift rota system By agreement with the Director of IT or Service Support Manager work outside of standard office hours to minimise adverse business impact when instigating IT changes Actively seek and understand IT industry trends and developments and identify potential service improvements within HCPC Dimensions and Limits of Authority Refer complex Incidents and Problems to external vendor support. Coordinate internal effort and manage the external support to resolve the issue. Budgetary approval and able to order goods or services from existing suppliers to a value defined by the Director of IT and the HCPC financial policy Skills, Knowledge and Abilities Essential Education to degree level or equivalent knowledge and abilities A high standard of interpersonal and communication skills, and the ability to handle confidential information Demonstrable competency to manage relationships with key stakeholders and a strong customer service focus Proven ability to adapt to a changing working environment with a flexible approach to working Excellent broad understanding of IT concepts, technologies and trends Excellent experience in providing 1 st line support to end users, who have raised incidents and service requests through a service desk system. 4
Experienced in providing 2 nd line support for PC lifecycle management including all installed applications and telephony services A relevant industry qualification or equivalent knowledge in Microsoft technologies e.g. - MCSA, MCTS, MCITP, MCSE Demonstrable experience in applying networking technologies such as Active Directory to a desktop/client infrastructure. Experience of Microsoft SharePoint or Microsoft Dynamics Desirable Qualified in ITIL to foundation level Experience of supporting an email service (preferably Exchange ) Experience of supporting an IP telephone system Experience of supporting Blackberry Enterprise Server Experience of software packaging and deployment tools Duties & Key Responsibilities Your principal duties and key responsibilities will be those set out below. In addition to those duties, HCPC reserves the right to require you to undertake additional or other duties within your capacity as may from time to time be reasonably required and necessary to meet the needs of the HCPC. General Support requests for data extracts from the core applications Support the technical induction of new HCPC employees Ensure IT coverage of the HCPC working day (08:00-18:00) by working a shift rota system As required support any and all aspects of the IT service provision at HCPC on a best endeavours basis To carry out the responsibilities of the post with due regard to the HCPC's Diversity Policy and to treat colleagues and other HCPC stakeholders with respect and dignity at all times. 5
Service desk Be the primary support contact between the business and the IT function Perform first line support responding to requests by phone, email and web; logging, prioritising, responding and coordinating the user request Monitor and manage the license provision for software distributed in the IT environment working closely with the Infrastructure Support Team Coordinate support with external contracted support suppliers, tracking issues and problems, maintaining first point of contact and escalating within HCPC where necessary Collate and produce the appropriate statistics to support performance against service level for all IT service levels agreements Ensure that the business community are fully informed of all IT changes Incident and Problem Management Develop and operate the ITIL Incident management processes Meet service level targets for Incident management closure Meet service levels for closure of assigned service desk tickets Escalate and then coordinate Issues and Problems to external third party support Support the Problem Management process; be part of a virtual team to resolve individual Problems when required by the Problem Manager. Configuration Management Maintain configuration information relevant to applications, PC and telephony infrastructure Document policies and procedures relevant to the support and maintenance of the PC, telephony and application infrastructure Maintain the IT asset register Change and Release Management Adhere to the agreed ITIL Change procedure for all changes within the IT Infrastructure 6
Ensure effective release procedures for changes to the PC, applications and telephony infrastructure Service Level Management Report against service level targets Capacity and Availability Management Put in place processes and procedures for the effective Capacity and Availability (Security) management of the telephony and PC infrastructure IT Service Continuity Management Support the IT Continuity plan by providing expertise, documentation and support for both the preparation and invocation of the plan Application Management Perform second line support for all business applications as listed in the IT software library Perform second line support for PC infrastructure including configuring and upgrading hardware, installing software and performing system administration Perform second line support for the telephony systems including configuring and upgrading hardware, installing software and performing system administration Project Management Perform the role of Technical Lead for HCPC major projects ensuring delivery of an appropriate IT solution Support the User Acceptance Testing phase of the Major Project delivery plan Manage and deliver IT projects within the IT directorate to quality, time and budget 7