JOB DESCRIPTION

Title:ICT Support Specialist

Department:ICT (Finance and Corporate Services)

Reports t0: ICT Operations Manager

Main function:Reporting to the ICT Operations Manager you will have responsibility for the day-to-day support of all ICT equipment in the head office and offices throughout NI and ROI. You will provide onsite and remote technical support for end-users across the Group, ensuring a professional, high quality and security focused service to meet end user and business requirements. The post-holder will work with the ICT Operations Manager to develop and implement appropriate operational and security policies and procedures across the full range of ICT services to facilitate the achievement of corporate objectives.

  1. Main duties and responsibilities are to:
  1. Provide 1st, 2nd and 3rd level onsite and remote ICT support to all end users including identifying, logging, prioritising, evaluating and resolving problems across the Group within allocated budget and timescales.
  2. Ensure all installations and configurations adhere to and are conducted in line with best practice security policies and procedures.
  3. Installing and configuring computer hardware, operating systems and applications.
  4. Diagnosing and troubleshooting faults with system hardware, software, server, network and audio visual conference equipment.
  5. Supporting the roll-out of new systems and engage in projects as required to meet business objectives.
  6. Setting up and maintaining user’s accounts and profiles across various systems in line with security policies and procedures.
  7. Proactively monitor ICT related systems to ensure availability for users and integrity of data and applications.
  8. Act as technical liaison for the supported range of systems between users and suppliers.
  9. Adopt a proactive approach in the identification and resolution of potential ICT problems and ensure high levels of quality and efficiency.
  10. Tokeep up to date on current technology and security developments within the ICT field.
  11. Adopt a proactive approach to the identification of opportunities for developing solutions, enhancing systems and security to meet the ICT needs of Inspire.
  12. Manage the hardware/software inventory and procurement ensuring timely and accurate asset register management.
  13. Ensure the effective maintenance of all ICT information and documentation.
  14. Carry out any other duties which are appropriate to the post as may be reasonably requested by senior management.
  1. Principal Activities:
  1. Logging support cases including evaluating and prioritising issues a timely manner.
  2. Document all activity and correspondence within the support call system to provide full traceability.
  3. Reporting any suspected or actual security breaches to nominated data protection officer.
  4. Coordinate ICT procurement activities with users and suppliers as required.
  5. Perform ICT site audits, produce and maintain appropriate documentation.
  6. Carry out technology and security health checks and pre-emptive services.
  7. Ensure contact is made with users and issues resolved with users within agreed timescales.
  8. Prioritise, escalate and track unresolved ICT support calls to relevant suppliers.
  9. Provide systems and security monitoring and reporting with suppliers as required.
  10. Provide remote and onsite user support activities across all Group sites.
  11. Perform ICT hardware and software procurement, configurations and installations.
  12. Process equipment warranty and support calls as required with suppliers.
  13. Evaluate new products and services as required and report conclusions.
  14. Identify actions that would improve the delivery of ICT support services.
  15. Participate in the creation and enhancement of ICT processes and procedures.
  16. Deliver ICT in-house skills, competencies and knowledge workshops.
  1. General
  1. Members of staff are expected to treat those with whom they come into contact in a courteous and respectful manner in accordance with the Dignity at Work Procedure.
  2. Staff are expected to demonstrate their commitment to Inspire by their regular attendance and the efficient completion of all tasks allocated to them.
  3. All staff must comply with the Smoke Free Policy and associated procedures.
  4. All Staff must take care of their own health and safety and that of people who may be affected by what they do (or do not do).
  5. All staff must co-operate with others on health and safety, and not interfere with, or misuse, anything provided for their health, safety or welfare.
  6. All staff must follow the training they have received when using any work items their employer has given them.
  7. Inspire iscommitted to equality of opportunity and to selection based on merit. The ICT Support Specialist is required to adhere to Inspire’s Equal Opportunities Policy and associated procedures throughout the course of his/her employment.
  8. The ICT Support Specialist will endeavour to ensure the on-going confidence of the public.
  9. The ICT Support Specialist will maintain high standards of personal accountability.

This job description is neither exhaustive nor exclusive and may be reviewed and amended in the future to include any other reasonable duties, projects or tasks as may be requested from time to time and to reflect changing organisational requirements, changing staffing levels, etc.

Last Reviewed: March 2018