Part-time Help Desk Analyst (Evenings and Weekends)

Favourite RGU
Ref no: RGU01150
Closes: Friday, 29th September 2017
Published: Monday, 18th September 2017
Location: RGU Garthdee
Salary: £27,285 - £28,936 per year Pro Rata
Hours: 20.00 hours per week
Contract Type: Fixed Term
Position Type: Part Time
Organisation: RGU
Category: IT / Telecommunications
Sub-category: IT Support Engineers

Job Summary

With 15,000 staff/student accounts, 3000 desktops and 24X7 access across the globe to our core learning platforms, this is no ordinary help desk role. You'll already have some experience of delivering IT support services and relish the chance to develop your skills in a vibrant and demanding environment.

You'll be educated to at least HNC/HND or equivalent standard and familiar with operating systems – desktop and server: Windows XP/7, Apple & Citrix. We'll also expect you to be skilled in the basic use of desktop operating systems, preferably Windows XP/7 and/or Apple Macintosh and familiar with standard desktop applications and their basic use. E.g. Microsoft Office, Internet Explorer/Firefox.

This 2 years fixed term role is part time - to cover evening and weekend Help Desk operating hours - 5pm to 8pm Mon - Thu & 11am to 3pm Sat and Sun (20 hours per week) - except during the summer when the 20 hours should be worked during Mon - Fri 9am - 5pm. In return you'll enjoy 112 hours holiday and access to an excellent pension scheme.

Salary on appointment is normally to the bottom of the scale but in exceptional circumstances appointment higher up the scale may be considered.

Closing Date: 29 September 2017

Job Description

RESPONSIBLE TO: HELP DESK TEAM LEAD

RESPONSIBLE FOR: No supervisory responsibility

PURPOSE OF THE POST:

To provide a point of contact for the user community to report faults or queries, to be competent in resolving known issues directly, and to pass on other calls to an appropriate member of the IT Services Department.

PRINCIPLE DUTIES:

- To receive reported faults/queries by telephone, e-mail, or in person.
- To ensure that these reports are accurately recorded in the Help Desk Call Logging System.
- Where possible, to resolve these faults/queries directly and to record action taken in the Call Logging System.
- Where the report cannot be resolved at the Help Desk, to pass on to other relevant support team.
- Under the direction of the Help Desk Team Lead, to actively participate in the maintenance of a “knowledgebase” which documents how to resolve commonly occurring faults/issues.
- To monitor call progression and to escalate to an appropriate level of management any calls which have fallen outwith their service level targets or where progress or response otherwise falls below accepted standards.
- Where a customer complaint is received, to record this immediately in the customer complaint system and ensure that it is brought to the attention of the Help Desk Team Lead.
- Where reported problems/faults indicate a major incident, to invoke the major incident procedure and alert management according to the severity of the incident.
- To maintain communication material (principally via the Web or e-mail) to the User Community advising them of key aspects of service status/known problems.

Person Specification

ESSENTIAL REQUIREMENTS

Qualifications and Professional Memberships:

HNC / HND or equivalent standard

Knowledge and Experience:

- Experience of providing IT support over the telephone and/or via email
- Familiar with operating systems – desktop and server: Windows XP/7, Thin Clients/Citrix, Mac OS
- Skilled in the basic use of desktop operating systems, especially Windows XP/7 and Thin Clients
- Familiar with standard desktop applications and skilled in their basic use. E.g. Microsoft Office, Internet Explorer/Firefox
- Familiar with basic operating infrastructure and the inter-relations between system components (server, network and desktop) as a background to effective problem diagnosis
- Experience in documenting instructions, errors and/or solutions
- The Help Desk is open evenings and weekends during Semesters 1 and 2 (8am to 8pm Monday to Thursday, 8am to 5pm Fri and 11am to 3pm on Saturday and Sundays). Semester 3 and Vacations we’re open 8am to 5pm Monday to Friday (no evening or weekend). Flexibility to be able to work these times is essential.

DESIRABLE REQUIREMENTS

Qualifications and Professional Memberships:

Other Formal accreditation in a recognised area, e.g.: Microsoft Certified Professional, or Certificates in Service Management

Knowledge and Experience:

- Skilled in the use of Apple Macintosh operating systems
- Familiar with the software and systems in use in an Academic environment, such as Student Records, SPSS
- Experience of delivering support services within a formal Help Desk environment either as part of an in-house IT department or as part of a Commercial IT operation.

Behaviours

Behaviour 1: Pastoral Care and Welfare - Experience of calming and reassuring those with work/study related problems who may be experiencing distress and dealing with difficult welfare situations or confidential matters

Behaviour 2: Communication - Ability to receive, understand and convey both straightforward information, and information requiring careful explanation, in a clear and accurate manner

Behaviour 3: Team Development - Experience of providing advice or guidance to new starts delivering training or instruction to others on specific tasks or activities

Behaviour 4: Service Delivery - Experience of giving customers a positive and satisfactory service, by providing accurate and up to date knowledge of services available in own and related areas of work

Job Location