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JOB TITLE      Support Officers (1st Line)                        JOB NO CH758

SERVICE AREA: ICT                                          SECTION: ICT Service & Support

LOCATION: As Reasonably Determined                          GRADE: 4               SCP’s 18 - 21

Car Allowance: Casual
                                                                               (if applicable)

•    Responsible for the delivery as a team member of the Service Desk team which provides
     first line ICT support within the Council, ensuring service performance is within established
•    Providing first line support and overseeing and monitoring handover to second line support.
•    Providing day to day support, guidance and mentoring to all customers within WMBC and
     other team members.


Reports to:           Team Leader 1st Line Support

Responsible over:      None

SPECIAL CONDITIONS: Availability outside normal working patterns as may be reasonably


1.      Provide support to users of the Service Desk.

2.      Monitor status of service requests and liaise with team members to ensure service desk
        issues are resolved.

3.      Resolve first line support issues and provide guidance to customers within WMBC on
        resolution on issues they are dealing with.

4.      Ensure all incidents are appropriately recorded in the Council’s Service Desk system.

5.      Act as the first point of contact for any business critical support requirements and take
        ownership for resolution.

6.      Assist second-line support resolution using members of the Applications Support, Data
        Centre, Networks and DBA teams throughout the process, maintain regular
        communication with the Staff and users in order to manage customer expectations. In
        cases where there is significant disruption, or there is disruption to members of the public,
         escalate immediately through the defined route and seek guidance on what
         communication can be made.

7.       Deliver to clear objectives and monitor your performance (measures to be agreed);
         ensuring this is within agreed limits.

8.       Deliver a customer focused culture and incident ownership within the Service Desk team.

9.       Handle customer complaints, recording issues and ensuring problems are resolved.

10.      Assist in collating information required by Your Team Leader for them to deliver reports in
         line with the reporting schedule defined by Quality and Performance Manager and pass to
         Account Managers as agreed.

11.      Maintain support information.

12.      Highlight recurring issues to the Team Leader Service Desk

13.      Identify and highlight any deficiencies in the Service Desk personnel’s knowledge.

14.      Request training / coaching of self and colleagues on systems support and support

15.      Report on all open incidents not closed within agreed time limits.

16.      Follow and implement agreed Service Desk procedures and processes.

17.      Assist in Business Continuity and Disaster Recovery processes.


This job description sets out a summary of the key features of the role. It is not intended
to be exhaustive and will be reviewed periodically to ensure it remains appropriate for the

      1. To work as part of a flexible team, providing a high quality service to individuals,
         organisations and Partners, involved in regeneration initiatives.

      2. To develop a broad understanding of the Partnership’s and the Council’s aims and
         objectives and mission, together with an in depth understanding of how these aims and
         objectives impact on the postholder’s duties and responsibilities and the Partnership, as a

      3. Appraise and determine the impact of new or proposed legislation and guidelines and
         advise appropriate levels of management.

      4. Attend and prepare reports for scrutiny panels, performance and project boards, EMT
         and cabinet meetings.

Team Working

      1. To work co-operatively with colleagues and Partners within the values of the Partnership
         and the Council, so as to achieve the aims, objectives, standards and targets of the post,
         the Partnership and the Council.

      2. To use personal skills, knowledge and experience to optimum effect within the limits of
       the post.

    3. To prepare accurate and complete technical and specialist documentation, as relevant to
       the Partnership, including the preparation of minutes / notes of meetings and technical

    4. To independently and effectively deal with enquiries from all sources, including telephone
       callers and personal visitors. This includes responding to correspondence on general,
       technical and specialist matters within the postholder’s competence.

    5. To initiate, attend and be an active participant in working / project groups and other
       meetings, as the team’s representative, to identify, discuss and resolve current issues.

    6. To inform the relevant senior staff of all matters of concern arising within the scope of the

    7. The postholder must also undertake other duties within his / her competence, or
       otherwise appropriate to the grading of the post, as required.

    8. The postholder must, at all times, carry out his / her duties with due regard to the
       Council’s employment policies, with particular reference to Equal Opportunities and
       Health and Safety.


    1. To contribute to the Partnership’s and the Council’s continued achievement of quality
       standards, including Investors in People, Charter Marks and ISO, through individual and
       team performance improvements.

    2. To seek to continually improve administration systems in use within the team, particularly
       in relation to how these impact on the post. To participate positively in the
       implementation of new working methods and practices, as required.

    3. To maintain a good understanding of, and competence in using, the administrative
       systems of the team, including computer-based systems.

Personal Development

    1. To work positively and constructively with the line manager to identify strengths and
       agree action in relation to development needs, to set these out in a personal development
       plan and to review this, at least annually, with the line manager.

    2. The postholder is responsible for his / her own development, on a continuous basis, and
       as such will be expected to undergo suitable training.

    3. To be aware of current national and local issues relating to Local Strategic Partnerships,
       Local Government and to the Council, insofar as they impact on the post or the

    4. Other duties appropriate to the grade of the post as directed by senior management
       and/or as required.

DATE PREPARED: May 2007-05-29
Job Title: Support Officer (1st Line Support)                           Grade 18-
Grade:                                                                 21 - Scale 4
Service Area: (ICT)
Using the Job Description consider what abilities are required by a    Indicate        WEIGHT
person to perform each of the main activities of the job safely and    when            CODE
effectively,                                                           assessment
                                                                       is possible     Shows
Define the essential abilities clearly and unambiguously in terms
                                                                       at:             relative
that are measurable and observable and record them in the space
                                                                       assessment      importance
                                                                       centre = AC     Low = 1
                                                                       shortlist = S   Medium =
                                                                       interview = I   2
                                                                       both = S/I      High = 3

Abilities, Skills and Knowledge
Enthusiasm and commitment to achieving excellence in service
                                                                             I             3
Able to evaluate options and advise a technical resolution                 AC              3
The ability to solve ICT problems presented by users                      AC/I/S           3
Able to work in a structured way                                           AC              3
Capable of taking a lead role in initiating and resolving ICT issues       AC              3
Attention to detail                                                        AC              3
Technical & Professional competencies
Able to prioritise and resolve IT problems                                  AC             3
Sound technical knowledge and expertise in Service Desk support
and maintenance of all aspects of ICT systems and data                    AC/I/S           2
Knowledge of ITIL Service Desk                                              I/S            1
Ability to capture and record relevant information to assist the
                                                                           AC/I            3
resolution of incidents
Excellent Management
Able to manage own workload and consistently meet deadlines
                                                                           AC/I            3
and performance targets
Able to work independently, interdependently, assertively and
                                                                            AC             3
under pressure
Proactive, hardworking, self-motivated and enthusiastic approach
                                                                             I             3
to work
Able to work in a team and to co-ordinate with colleagues to share
                                                                             I             2
Excellent written communication skills                                    AC/S             2
Excellent verbal communication skills                                       I              3
Appreciation of operating within a political environment                   S               1
Practical understanding of application of health and safety at work        S               2
An awareness of, and commitment to, equality of opportunity                S               2
Experience of working in ICT Service Desk Operation              S
Obtained or be working towards a recognised ICT Qualification    S

Prepared by: Malcolm Metcalfe                                   Date:   7/3/08

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