Job Description

Role Purpose - To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents. Key Accountabilities \xef\x82\xb7 Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs). \xef\x82\xb7 Business Awareness. Develops an understanding of customer\xe2\x80\x99s environment and service delivery requirements to enable the delivery of a first class service. \xef\x82\xb7 Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed. \xef\x82\xb7 Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are \xe2\x80\x98beyond them\xe2\x80\x99 and escalates so they can be resolved. \xef\x82\xb7 Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis. \xef\x82\xb7 Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team. \xef\x82\xb7 Personal Development Takes ownership of own development and has a development plan in place. Key Performance Indicators \xef\x82\xb7 Feedback from customers, colleagues and team managers. \xef\x82\xb7 Technical assessments if applicable \xef\x82\xb7 Evidence of sharing and re-use of knowledge. \xef\x82\xb7 Correct management of processes followed to deliver the service. \xef\x82\xb7 Percentage of customer problems resolved within required timescales. \xef\x82\xb7 Meeting service level requirements. Competencies Refer to SFIA Framework for Professional Competencies \xef\x82\xb7 Service Desk and Incident Management (USUP) Level 2 \xef\x82\xb7 IT Operations (ITOP) Level 2 \xef\x82\xb7 Change Management (CHMG) Level 2 \xef\x82\xb7 Service Level Management (SLMO) 2
Nature Of Business; OTHER INFORMATION TECHNOLOGY SERVICE ACTIVITIES
N.E.C.
Bachelor\'s or Equivalent