Key Accountabilities
Key Activities:
1. To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and email.
2. Offering advice to end users and customers on all areas of IT, on how to troubleshoot and ensuring Trust standards are met. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
3. Work closely with the IT Training, Support and Administration Teams on user issues to provide problem workaround and to provide cover when required.
4. To ensure effective communication within IT teams, users and third parties.
5. To actively promote and market IT, including assisting with quality assurance and customer satisfaction surveys.
6. To support the development and improvement of IT Service Desk (First Line Support)
7. To improve users confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.
8. Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
9. Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
10. To participate in an on call roster, providing a 24 hours, first line support service to users.
11. Provide support and advice on Applications and other IT related issues including hardware and software, additional functionality on existing processes, ensuring the best use of corporate information technology systems within the workplace, influencing changes to working practices where a need is identified, to help the trust realize the benefits of investment in these systems.
12. Working with the IT Service Manager, help to understand and identify the learning needs of the individuals and groups of staff for the information to be escalated to the IT Training team to establish their current skill level.
13. To analyze information / data and respond appropriately to trends offered from that information.
14. To work closely with the Project team / Administration team via the IT Service Manager to ensure that as phases of Projects go live have relevant support documentation in place to ensure the transition from a project phase to Production is effective to the organization’s needs.
15. To support the IT Service Manager with strategy developments and service improvement.
16. To ensure that the IT Service Desk is supportive of and complimentary to organizational requirements.
17. To ensure all Service Desk incidents are prioritized to agreed standards, monitoring completion timescales and reporting timescales and outcomes to business.

Minimum Qualifications / experience/ Knowledge / Skills.

Minimum Qualification
• A university degree in business or technology. BS in Computer Science, Computer Engineering, Business or similar fields is highly desired with MSc or MBA preferred.
experience
• experience of at least 4 years working within a busy IT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
• experience of Customer Relation Management.
Knowledge / Skills
• Proficient in Microsoft Visio 2010
• Understanding of ITIL working practices.
• Broad knowledge of IT products, services and terminology.
Certificate / License required
• Certified Business Analyst Professional.
• Certified Unified Modeling Language Professional.
• Training or certification in PMI (PMP), Six Sigma or similar formal methodologies is preferred.
Core Competencies
• Team Worker
• Logical thinking
• Operational and Situational Awareness
• Analytical approach to troubleshooting.