Try the all-new QuickBooks Online for FREE.  No credit card required.

IS 1st Line Support Analyst

Document Sample
IS 1st Line Support Analyst Powered By Docstoc
					                                                                   IS 1st LINE SUPPORT ANALYST

Reports To: Helpdesk Manager
Purpose: To provide day-to-day support to ensure the effective and efficient operation of the IS Desktop environment including PCs, laptops, telephones, palmtops and
other local peripherals.
Key Result Areas                                                             Key Performance Indicators                    Skills & Experience
Provide first line customer focused assistance and technical support             Customer satisfaction with                    Minimum two years relevant
to customers who call the ISHelpdesk with Service related incidents                 availability, timeliness and quality            experience in an IS role supporting
     Ensure all Helpdesk enquiries are accurately logged within the                of service                                      desktop environments.
        Remedy Helpdesk Application
     Ensure all calls any calls that require escalation to 2 nd Line are           Effective resolution or escalation           Possibly working towards qualified
        assigned to the correct group                                                of incidents within defined Service           Microsoft Certified Professional
     The IS 1st Line Analyst will respond to calls and provide users                Levels                                        (MCP) status, or willing to study
        with technical solutions and advice within Service Level Targets
     The IS 1st Line analyst will provide regular updates to the                   Ensuring customer satisfaction               Operational experience of
        customer on the progress of customer registered incidents                    levels are maintained to a high               Microsoft Desktop Operating and
     The IS 1st Line Analyst will follow incident and escalation                    standard                                      Application systems – Windows
        management processes and procedures, ensuring at all times                                                                 2000/XP, 2003/XP
                                                                                    Delivery of team goals.
        where necessary that exceptions are escalated in line with the
        Escalation procedure                                                        Achievement of personal goals.               Minimal knowledge of Active
     The IS 1st Line Analyst will need to ensure that they are also                                                               Directory environment.
        aware that the service they are providing is focused on customer
        satisfaction                                                                                                              Sound working knowledge of
     Where appropriate ensure contact is established with 3 rd party                                                              TCP/IP and Internet technologies.
        support, and their response is consistent with contractual
        responsibilities escalating to the Helpdesk Manager when                                                                  Good interpersonal skills - able to
        appropriate                                                                                                                communicate
     Ensure all works conducted and changes to hardware
        software/configuration are fully documented                                                                               Ability to manage conflicting
                                                                                                                                   priorities in an effective and
Manage the pool equipment efficiently                                                                                              professional manner
    Ensure all requests for pool equipment are accommodated via
      official procedures
    Ensure appropriate pool equipment is supplied, correctly
      configured, and if appropriate provide on-site support at least 30
      minutes prior to meeting start time, and ensure pool equipment is
      collected promptly after meetings conclude
       Contribute to the development of the pool equipment policy, and
        ensure staff adhere to it
Dimensions:        Contributes to the operation of the Agency’s IS Helpdesk which provides the gateway to IS services.
 77e634d6-dd49-4d3a-9771-db7d1c3ee8f1.DOC                                                        Page 1 of 2
 Date: May-05
 Band 6 lower
                                           IS 1st LINE SUPPORT ANALYST

77e634d6-dd49-4d3a-9771-db7d1c3ee8f1.DOC                          Page 2 of 2
Date: May-05
Band 6 lower

Shared By:
Description: IS 1st Line Support Analyst