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IS 1st Line Support Analyst

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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.
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                                           IS 1st LINE SUPPORT ANALYST




77e634d6-dd49-4d3a-9771-db7d1c3ee8f1.DOC                          Page 2 of 2
Date: May-05
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Description: IS 1st Line Support Analyst