Job Specification It

Job Specification:
IT Helpdesk Supervisor
Computer Services Department(CSD)

Dublin City University
Summary:
Applicants must have a degree and three years relevant experience.
The successful candidate will be responsible for the CSD Helpdesk Teams. These teams provide first and second level
support to users of the computing facilities within DCU.
Key objectives for the area include: (a) to deliver a high quality customer focused service through maintaining availability
of services to IT users (b) To ensure that, on a day to day basis, the computing requirements of Students and Staff are met
(c) to develop a customer driven culture (d) to work with the CSD Services Group to instil a culture of problem
determination and (e) to provide accurate information, through the CSD Customer Relationship Management Software, for
statistical analysis.
Technically competent, the successful candidate will have strong customer service and communications skills together with
a proven track record in team leadership.
Job Specification IT Helpdesk Supervisor
Computer Services Department:
The Computer Services Department (CSD) serves the computing and information systems needs of Dublin City University.
The department :
provides, develops and maintains information systems to support the operational and management information needs of
the university
develops and maintains the networks, operating systems and technical infrastructure to underpin the above
delivers packaged and other software solutions to support academic, administrative and secretarial staff
supports the computing needs of students throughout the campus and remotely
The department comprises of the following sections:

CSD Services Group(Consists of Helpdesk, Desktop Development and Service Development)
Business Systems Group
Web Development Group
Technical Infrastructure Group
CSD Services Group:
This Group comprises three areas charged with the maintenance and support of DCUs IT environment while underpinning
CSDs commitment to customer service. The group provides advice, assistance, computer laboratory management and
helpdesk services. Working with the other CSD teams, the CSD Services Group strives to ensure the successful
implementation of new technologies, as they become available, to all customer groups.
The CSD Services Group has three sub-groups:

CSD Helpdesk
CSD Desktop Development
CSD Service Development
The Job
Heading up the CSD Helpdesk Team, to provide first and second level support to users of the computing facilities within
DCU. Key objectives for the area include: (a) to deliver a high quality customer focused service through maintaining
availability of services to IT users (b) To ensure that, on a day to basis, the computing requirements of Students and Staff
are met (c) to develop a customer driven culture and (d) to work with the CSD Services Group to instil a culture of problem
determination.
High level responsibilities include:

To provide dedicated first and second level support to users of the computing facilities across the DCU campus;
through (a): telephone support, (b): deskside assistance, (c): CSD project roll out etc.
To provide advice, installation services and on-going support in relation to desktop computing facilities being used by
Staff.
To organise and to provide day to day management of all aspects of the Student computing facilities managed by
Computer Services Department(including Library, Student computing laboratories, Lecture Rooms etc.) including such
things as availability of equipment, student advice, provision of paper & toner, room maintenance etc.
To deliver on User Service Level Agreements (SLAs) negotiated by the Service Development area and to work with
this group in the development of the SLAs.
To own and manage the CSD Incident Management Process from incident initiation right through to resolution, closure
with the user and review of experience.
To escalate recurring problems and potential problems to the CSD Service Development area.
To apply appropriate processes technologies and documentation to maximise the effectiveness of the area.
To manage the relationship with 3rd party vendors.
To work closely with other areas in the CSD Services Group and other areas across CSD to maintain maximum
availability of IT services.
To lead, organise, manage and develop the CSD Helpdesk team involved in providing these services.
To develop consistency in processes for Customer Support.
The Person
The successful candidate will have:
Strong Customer Service Skills
A Proven Track Record in Team Leadership
Strong Communications(written and verbal) Skills
A good appreciation of Desktop(ideally PCs and Macs) and Associated Technologies
Experience in the management of large numbers of desktops local and remote
The Arrangements
The successful applicant will work within the CSD Services Group within the Computer Services Department.
Salary Scale: 36,053 - 43,675

Closing Date: 28th November 2003

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Job Specification:

Computer Services Department(CSD)

The department comprises of the following sections:

CSD Services Group:

The CSD Services Group has three sub-groups:

High level responsibilities include:

Salary Scale: 36,053 - 43,675

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