Post Title / Service Desk Analyst
Line Manager / Service Desk Manager
Location / Chalk Farm Road
Department/Team / Business Services and Solutions
Grade / 2
Budgetary Responsibility / None
Version Control / Version: 01 Date: Feb 2016
Job Purpose and Background
The Business Services and Solutions department incorporates the ICT Service Desk, Infrastructure, Business Solutions, Facilities and Health & Safety. It is a dynamic, fun and fast moving department that provides a highly valued service to the whole of One Housing. We play an important role in helping the organisation to meet its ambitious plans – which means we are ambitious in our plans too! We have numerous technical projects that are being delivered throughout the business and regularly provide significant value for money savings for our stakeholders.
You will be responsible for providing 1st / 2nd and 3rd line desktop support, either onsite or via telephone, to a diverse user base, with the aim of improving the levels of service to the organisation. You will be responsible for supporting all desktop applications and dealing with hardware faults on laptops, PCs, printers and across the network. You will deal with all calls and correspondence in a highly professional manner delivering an efficient and high quality service to all staff and customers.
Shifts will be between 08:00 and 18:00 Monday through Sunday (usual week Monday to Friday).
Principle Outputs and Responsibilities
MAIN RESPONSIBILITIES:
- Provide technical support up to a 3rd line level to internal customers on Incidents/Requests/Problems.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Perform root cause analysis for Incidents/Problems.
- Log all ICT Incidents/Requests received on the Service Desk. Ensure they are owned and managed through to resolution whilst ensuring the agreed SLA and KPI’s are met.
- Bring in experience of Windows 7, and Office 2010 design, deployment and migration.
- Have in depth knowledge of Citrix XenApp and/or XenDesktop environment. Able to configure, manage and deploy applications.
- Have experience of designing and deploying SCCM for discovery, deployment and imaging a desktop environment.
- Have strong administrative skills to manage assets, licences, knowledge base and produce documentation to a high standard.
- Have experience of supporting a thin client, virtualised environment.
- Undertake work on projects and initiatives as directed by the ICT Service Desk Manager.
- Liaise with 3rd party providers as required, escalating service/contractual issues as necessary.
- Be part of an on-call emergency weekend rota covering 08:00 – 18:00 weekends, bank holidays and other non-specified days.
- Ensure service desk ticket journal entries are regularly updated with clear written English, with no jargon or the use of acronyms.
- Maintain knowledge of current news, system information, problems, changes and updates relevant to our user community, including research techniques and resources.
- Other duties include, but not limited to:
- Developing PC builds
- Maintain and enhancing existing support documentation
- Desktop configuration
- Printer installation
- Ad hoc project involvement.
- Carry out other duties appropriate to this post as deemed necessary by senior IT management.
- Work flexibly which may on occasion involve out of office business hours including early morning, evenings and weekends.
- Adhere to One Housing’s Diversity Policy at all times.
- Fully comply with One Housing’s Health and Safety Regulations at all times to include carrying out physical tasks such as lifting boxes/equipment up to 23kg, climbing ladders, manipulating small hand tools and able to work in cold temperatures and noisy environments such as datacentres and comms. rooms.
Essential Knowledge, Skills and Experience
Personal Skill Set
- Self-motivated and able to work as a team player
- Good communication skills both on the telephone and face to face
- Good customer service skills
- Good time management
- Ability to prioritize and organize your own schedule.
- Positive attitude towards learning and development, demonstrated by a record of continuing professional development
- Strong knowledge of Microsoft based operating systems, Windows 2003 / 2008 Server and Exchange Server 2003 / 2010
- Supporting Microsoft Office Suite 2010
- Windows 7 deployment and support
- Configuring and installing desktop deployment tools using SCCM 2007
- In depth knowledge of Active Directory 2003 / 2008
- Configuring and troubleshooting Citrix XenApp/XenDesktop 6.5 environments
- Knowledge of databases and application support
Desirable Knowledge, Skills and Experience
Personal Skill Set
- Project management
- Knowledge of Storage (SAN) and Network concepts.
- Knowledge of Cisco switch configuration
- Virtualisation experience (VMware ESX, Site recovery manager, VCB Backup)
Professional Qualifications and Membership
Essential
- BSc Computer Science or equivalent experience
- MCITP/MCSA/MCSE (inc Windows 7)
- ITIL Foundation qualified (minimum)
- CCNA
- Full clean driving license
- MOS 2010 Qualified
- PRINCE2 Foundation (minimum)
Decision Making Accountability
- You will be responsible for providing service and support to colleagues throughout One Housing including One Direct, One Support, Arlington, Season and Citystyle.
- You will be accountable to the Service Desk Manager, the Head of Technical Services and the Director for Business Services and Solutions.
Other Duties
- Ensure that responsibilities for Health and Safety are properly understood and discharged as defined in One Housing’s Health & Safety Policy and that Health & Safety concerns are promptly and clearly communicated to the appropriate people.
- Comply fully with One Housing’s policies and procures including the standing orders and financial regulations.
- Comply with the Equal Opportunities and Diversity Policy.
- Comply with the Data Protection Act (all employees will not disclose or make use of for their private advantage any information held on record which is not available to the public).
- Carry out any other reasonable duties as required.
Behaviours Framework
Collaboration / We have the drive and energy to become a more united workforce and to develop effective working relationships with our colleagues, our customers/residents and other stakeholders. We share our knowledge and resources to maximise opportunities and outcomes to benefit the organisation.
Engagement / We proactively and creatively engage with and involve staff, customers/residents and other stakeholders to increase levels of involvement and participation, particularly with those that have not previously been participating in One Housing's work.
Excellence / We show continual hard work, dedication and commitment and go above and beyond the remit and responsibilities of our role on many occasions. This includes excellence in terms of customer service and cases and dealing well with difficult situations to achieve a positive outcome.
Respect / We have a feeling of appreciation for others; who has trust, openness and honesty, values the equality and diversity of colleagues and customers and has the highest of integrity and levels of esteem in self and others. We show appreciation, openness and courteousness towards other staff members, residents/customers, stakeholders and the organisation as a whole.
Ambition / We have a flair and ability to think outside the box to come up with innovative ways to improve existing processes and ways of working. We encourage suggestions that will increase efficiency, lead to cost savings and improve the service we deliver to stakeholders. We also have the personal drive and desire to grow in the organisation for ourselves and others.
Progression Pathway
This role can provide progression to Infrastructure or Project Management roles for suitably qualified candidates.
Collaboration / Engagement / Excellence / Respect / Ambition