Job Description
[pic]
Job Description
Job Title: 1st Line IT Support Technician
Reference: SUS2799
Salary: Grade E: £21,947 (pro rata) per annum
Hours: up to 37.5 hours per week
Fixed Term: Permanent
Base: Sustrans offices in central Bristol
Purpose of Job:
To provide first-line IT support to Sustrans’ staff, logging tickets and resolving common technical issues affecting staff and systems. To help deliver a customer-focussed IT helpdesk service to the charity within agreed SLAs and meeting relevant KPS. To work with the IT Support Manager and the rest of the IT team to ensure issues are resolved in a timely manner or escalated where necessary.
Place in Organisation Structure:
The postholder will report to the IT Support Manager.
Key Relationships:
Internal: IT Support Manager
Head of IT
2nd and 3rd Line Support Technicians
IT Project team
All other Sustrans staff
External: Suppliers and service providers
Key Responsibilities:
1. To work with the IT Support Manager and the rest of the IT support team to delivery an efficient, customer-focussed IT helpdesk service within agreed SLAs and meeting or exceeding relevant KPIs.
2. To respond to incoming requests for IT support by phone, e-mail or face to face within an agreed timeframe and in a polite and helpful manner.
3. To accurately log tickets using the IT helpdesk ticketing system.
4. To maintain ticket queues using prioritisation and time-management in order to ensure tickets are dealt with in an efficient and timely manner.
5. To use the IT call logging software to help ensure IT issues are logged and resolved in line with agreed levels of service.
6. To provide technical support and advice relating to IT to all staff.
7. To undertake systems administration of Windows desktops, laptops, applications and Windows Active Directory management.
8. To undertake basic configuration of network components including switches and routers.
9. To diagnose and resolve software and hardware problems on desktops, laptops and networks.
10. To support fixed line and mobile telecommunications.
11. To escalate hardware and software issues to other members of the IT team and external parties.
12. To assist in specific areas of IT security, including patching and anti-virus.
13. To develop and maintain documentation on all aspects of the IT operation.
14. To develop and support IT across the organisation through regular office visits and remote support.
15. To train staff in aspects of IT.
16. To promote the effective use of IT within Sustrans.
17. To undertake other ad-hoc tasks commensurate with the role as necessary.
Communication and marketing
18. To support and comply with the charity’s guidance on branding, tone of voice and key messages, positively contributing towards raising Sustrans’ profile.
Training and personal development:
19. To attend essential Sustrans training as required by the Charity.
20. To ensure own personal development by working to objectives set as part of the Charity’s appraisal process.
Health & Safety, Safeguarding and Equality, Diversity and Inclusion:
21. To support and comply with the organisation’s policy for the management of Health and Safety.
22. To support and comply with the organisation’s policies for the management of safeguarding.
23. To support and comply with the organisation’s policy and procedures relating to Equality, Diversity and Inclusion and apply principles of best practice in own role.
Other
24. To perform any other duties consistent with the nature and grade of the role as agreed with the line manager.
Working Conditions:
The role is based in an office in the centre of Bristol. Regular visits are required to other Sustrans’ offices throughout the UK.
Special Note:
This job description does not form part of the contract of employment, but indicates how that contract should be performed. The job description may be subject to amendment in the light of experience and in consultation with the jobholder.
Compiled by: Head of Information and Technology
Date: March 2019
1st Line IT Support Technician (SUS2799)
Personal Specification:
|Criteria |Essential |
|Qualifications, education and|Good standard of education or equivalent relevant IT training such as Comp TIA, Microsoft |
|training |Certified Professional (MCP) or similar. |
|Experience |Previous experience in similar role with broad experience of IT Support Service – taking calls, |
| |logging and completing support tickets, fault-finding and resolution, trouble-shooting. |
| |Working to SLAs and managing service tickets to ensure KPIs are met.. |
| |Windows 7 and 10 desktop support and basic Active Directory management. |
| |General IT 1st line support. |
|Skills and abilities |Able to identify and prioritise work efficiently. |
| |Excellent verbal and written communication skills. |
| |Excellent problem analysis and solving skills. |
| |Good time management and prioritisation. |
| |Ability to remain calm under pressure. |
|Knowledge |Helpdesk ticket systems. |
| |Trouble-shooting Windows 7 and 10. |
| |Installation and configuration of MS Office (2010 or later) and similar software packages. |
| |Workstation, laptop and mobile device hardware – fault finding and resolution. |
| |Anti-virus and security products such as Sophos, Symantec and others. |
|Other |Committed to the ideals of the organisation. |
|Criteria |Desirable |
|Qualifications, education and|Training towards MCSA, MCSE or other professional qualifications. |
|training | |
|Experience |Experience of Sustrans Infrastructure, IT systems and custom processes. |
| |Exposure to Virtualisation technologies - VMware |
| |Windows Operating System deployment via WDS to facilitate software deployment. |
| |Networking technologies such as; DNS, DHCP or other associated Internet technologies. |
| |Exposure to basic network hardware and experience of patching. |
|Other |Familiar with Intranet Solutions such as Orchidsoft or similar. |
................
................
In order to avoid copyright disputes, this page is only a partial summary.
To fulfill the demand for quickly locating and searching documents.
It is intelligent file search solution for home and business.
Related download
- draft flying start parenting annex
- executive summaries of performance during 2008 2009 under
- kilmore primary school
- kalamazoo county board of commissioners
- bics updated directory and isaaa and kc staff
- ministry of health
- job description
- foreword home kent county council
- milchar jan feb 2004 issue
- kalkaska public schools
Related searches
- job description requirements
- job description vice president marketing
- job description vice president nonprofit
- vice president job description small busin
- vice president job description us
- job description vice president operations
- vice president job description sample
- vp marketing job description samples
- vp operations job description sample
- job description vice president manufacturing
- job description finance manager
- job description chief financial officer