Main responsibilities and duties:
Support to users-
1. Staffing the ICT Service Desk, acting as a first point of contact for users reporting
faults/problems or requesting new or changed services.
2. Providing advice and guidance to all users as necessary.
3. Resolving reported faults/problems when possible or assigning to the relevant specialist
teams.
4. Maintaining a good working relationship with all users throughout the Service.
5. Providing on site advice to Users.
6. Liaising with 3rd party suppliers for the provision of services (e.g. repair of faulty
equipment)
7. Microsoft Active Directory and Azure administration (e.g. creating, deleting and amending
users and groups).
8. Assisting with other system administration when required (e.g. Microsoft 365, Remote
Desktop Services (RDS), e-learning systems, etc.)
9. Assisting other ICT personnel in the installation and maintenance of hardware/software.
10. Providing or assisting with user training as required.
Administration-
11. Processing purchase orders, goods received notes and invoices.
12. Maintenance of spreadsheets and databases.
13. To receive goods from suppliers
14. Administration of Internal recharging (e.g. print costs).
15. Booking of Travel and accommodation for ICT Staff.
Quality Control-
16. Creating and maintaining a log of all Incidents and Service Requests via the Service Desk
Software.
17. Maintaining an inventory of all hardware and software
18. Ensuring that internal and external recognised standards are adhered to.
19. Ensuring that all ICT policies, procedures and processes are adhered to.
20. Ensuring that all outstanding problems are pursued to a successful completion.
Generic Duties-
21. To maintain security and confidentiality of information, whether computer based or
otherwise in line with legislation, i.e. Data Protection Act and all related DSFRS’s
22. To participate in the provision of Out Of Hours ICT Support if required.
23. Other duties appropriate to the grade of the post as directed by the Service Desk Team
Leader
24. To participate in the Personnel Performance & Development (PPD) Review process to
identify any personal training and development needs and attend training events as
directed/required
25. To maintain professional knowledge by networking, attending training courses, reviewing
professional publications and maintaining Continuing Professional Development (CPD)
consistent with any professional requirements (e.g. ITIL)
26. To perform tasks in a safe manner in accordance with Health and Safety policies and
procedures
27. To comply with all other Service Policies and Procedures