PART 1:JOB PROFILE

DIRECTORATE:Finance and Infrastructure

TEAM:IS Team

JOB TITLE:IT Support Assistant (Service Desk)

LAST UPDATED:May 2014

  1. MAIN PURPOSE OF JOB

This new role will be part of the Service Desk function in the IS Team providing 1st and 2nd line Desktop support for employees of the Central Charity located in one of 4 national offices as well as national, regional and branch volunteers.

Branch support will be predominantly to support the applications used by volunteers to support our telephone, email and SMS caller services.

  1. POSITION IN ORGANISATION
  • Reports into: IT Service Desk Manager
  • Line Manages: None
  • Liaises with: Staff and volunteers at all levels within the organisation and its branches, external suppliers and support providers
  • Works within:the IT Service Desk function (3) as part of the IS team (7)
  1. SCOPE OF JOB, DIMENSIONS AND LIMITS OF AUTHORITY
  • Provide IT support to members of staff, trustees and senior regional volunteers
  • Provide technical support for branches
  • Plan and arrange installation appointments with Branches
  • General duties of an IS team member
  • General duties of a Samaritans staff member
  1. QUALIFICATIONS
  • Applicable IT Qualifications would be an advantage.
  • Demonstrable work experience relevant to role ( I.e. Service Desk , Desktop, IT Support)
  1. SKILLS, KNOWLEDGE AND EXPERIENCE
  • Approachable & organised.
  • Excellentcustomer service and communication skills ( in particular over the phone)
  • Knowledge of Service Desk support tools – triaging/diagnosis and call allocation
  • Experience of first line IT support preferably in a Service Desk Environment
  • Prepared to work alongside agreed timeframes to address issues raised by branches.
  • A competent level of support for of IT systems skills/knowledge.
  • PC set up and installation ( Windows 7 OS)
  • Working knowledge and experience of Active Directory
  • Experience of Desktop Support
  • Basic knowledge/ understanding of broadband routers and fixed line telephony services
  • Experience of print management
  • Experience of remote management software
  • Previous experience of customer support
  • A willingness to follow guidelines from GO IS, Operations teams and the Connect Project Team to ensure that there is maximum consistency of use across the Samaritans estate.
  1. PERSONAL ATTRIBUTES
  • Interpersonal and diplomacy skills
  • A commitment to the success of the Service Desk and willingness to work with the GO IS Operations team
  • Desire to share knowledge and information with colleagues across the organisation to meet its business needs
  • Experience of managing and owning support issues through to resolution of support issues
  • Ability to prioritise work and focus on priorities, and meet deadlines
  • Collaborative, flexible and resilient
  • Positive, customer-focussed attitude
  • Empathises with Samaritans’ values
  • Is willing and able to work flexibly to meet the needs ofvolunteers, this may mean working occasional weekends and evenings, and to travel within the UK and ROI when required

PART 2: DUTIES & KEY RESPONSIBILITIES

Provide IT support to members of staff, trustees and senior regional volunteers

  • Provide 1st and 2ndline Desktop support and assistance to General Office staff
  • Where appropriate allocate to 3rd line or 3rd parties for further investigation
  • Respond to support requests via telephone, face to face and via the Service Desk tool within SLA’s
  • Diagnose, trouble shoot and resolve IT support related issues, by either referring to support documentation provided or escalating to a relevant team
  • Provide support to the team for any new projects and / or services
  • Create and manage users and objects in Active Directory
  • Assist the IT Systems Manager and Systems Administrator where required

Provide technical support for branches

  • Assist to monitor and manage issues logged via the Service Desk queueto ensure a timely turnaround of appropriatesupport requests,
  • Use remote management software to resolve issues
  • Refer to documentation to resolve branch issues at first line or where appropriate or seek guidance from 3rd line support
  • Support centrally provided applications to the branch, namely Connect and the SMS, earmail services.
  • Assist in the communications to branches relating to IT issues and general readiness for Connect
  • Provide practical advice and support to Samaritans branches about getting ready for any subsequent new services
  • Diagnose telephony issues and where appropriate escalate to 3rd party support partners
  • Manage and own complex issues through to resolution

Plan and arrange installation appointments with Branches

  • Respond and communicate with branches to arrange appointments as required for support calls and /or installations of Connect applications
  • Assist with remote PC installations following a standard set up guide

General duties of an IS team member

  • Contribute to the efficient running of the Service Desk function.
  • Ensure and encourage the use of the Service Desk for all IT service and support related requests.
  • Attendance of IS team meetings.
  • Perform administration tasks and liaise with team on third party issues, contracting and purchasing requests.
  • Contribute to the continual improvement of the IS team and the use of technology within the organisation
  • Provide input to support documentation
  • Provide support and assistance to other members of the IS team where appropriate or as requested by the IT Service Desk Manager

General duties of a Samaritans staff member

  • Contribute to the effective and efficient running of the General Office as appropriate.
  • Participate, as appropriate, in staff forums and meetings.
  • Adhere to all Samaritans’ polices and procedures.
  • Represent the General Office appropriately across Samaritans to the wider community as appropriate.
  • Treat all colleagues, volunteers and members of the public with dignity and work within and adhere to Samaritans’ equal opportunities statement and polices.
  • Carry out any reasonable requests made that are within the broad remit of the role.

Signed by employee: ______Date: ______

This job description is a statement of requirements at the time of writing and is not contractual. It should not be seen as precluding future changes after appointment to this role. When the job description is updated please a signed and electronic copy to HR.