Service Desk Support JD Sept 2014 0

JOB DESCRIPTION
Job Title: Service Desk Support Technician
Grade: Grade H
Responsible to: IT Service Desk Team Leader
Job Purpose:
The IT Service Desk is the central point of contact for all IT related incidents and service
requests. The role of the Service Desk Support Technician is to provide first line support
for all staff and students at Falmouth University, Falmouth Exeter Plus and University of
Exeter, Cornwall Campus. The Service Desk Support Technician is responsible for logging
incidents and service requests and resolving support requests ensuring that service levels
and targets are achieved as well as meeting customer satisfaction and continuous service
delivery demands is responsible for resolving support requests as well as meeting
customer satisfaction and continuous service delivery demands. Service Desk staff work in
a dynamic, fast-paced environment which provides services over the phone, through e-
mail, phone, in person (for walk-in customers) and self-service.
Specific Duties and Responsibilities:
To provide support for users in the use of a range of specialist digital design software
packages including Adobe Creative Suite/Cloud on both Mac and PC Platforms.
To provide support for users in the operation of a range of hardware including printers,
scanners and other external peripherals’.
To ensure that resources within the IT suites are supported through the development of
printed and online instructional material to reduce call rates and enable users to become
more self-sufficient.
To deliver where required inductions and basic training in the use of IT facilities and
services provided by IT.
To manager loan equipment that is available for loan to students and staff. Operating a
booking system and reservation system for these items and maintain an inventory.
To deliver laptop clinics for staff and students .

General Duties and Responsibilities:
To diagnose and resolve software and hardware incidents, including operating systems
(Windows and Mac) and across a range of software applications.
To assist all our users with any logged IT related incident when called upon.
To take ownership of issues by carrying out problem analysis to implement temporary or
permanent fixes with the aim of restoring service to the customer as soon as possible;
escalating incidents to other support teams where necessary.
To accurately record, update and document requests using the IT service desk system.
To install and configure new IT equipment.
To resolve incidents and upgrade different types of software and hardware
To resolve incidents with printers, copiers and scanners
To create temporary user accounts and reset passwords ensuring that the correct
permissions and data security are applied. This entails dealing with confidential
information ensuring full compliance with the data protection act.
To liaise closely with the University of Exeter on problems reported to the Service Desk
which require logging on the Exeter helpdesk system.
To coordinate an advisory and booking facility for the laptop clinic for staff ans students.
To maintain a first class level of customer service ensuring that all customers are treated
efficiently and in an appropriate manner.
Maintain excellent verbal communication skills with the ability to communicate effectively
with technical and non-technical colleagues at all levels in the organisation.
To be a highly motivated team player with the skills and ability to manage changing
priorities.
To create, maintain and publish relevant support documentation in order to assist all
staff/students in the quick resolution of their incidents and service requests and enable
users to become more self-sufficient.
Exhibit a flexible approach to working on a rota basis and provide necessary cover where
needed.
Be willing to attend internal training as necessary to keep up to date with the latest
technology and internal system processes.
To work within the relevant legislation, policies and procedures.
To participate in the Annual Performance Development Review Process.
To actively support equality and diversity policies of Falmouth Exeter Plus.
To attend training courses as identified and agreed for appropriate development.
Working within the Health and Safety at Work Act, the postholder has a
legal duty to take reasonable care for Health and Safety both for themselves and others
who may be affected by their actions. They are also required to undertake Health and
Safety training commensurate with the level required by the post and to take part in risk
assessment procedures and the implementation of agreed recommended work practices
within the area.
Undertaking other duties not specifically stated which from time to time are necessary
without altering the nature or level of responsibility
Person Specification:
Post Title: Service Desk Support Technician
Attributes Essential Desirable

Requirements Requirements
Education/Qualifications Good general level of ITIL Foundation
education. A-levels or Certificate (V2)
equivalent, with GCSE
grades A-C or equivalent Customer Service
in English Language and Qualification.
Mathematics.
ECDL (or equivalent).
Experience/Knowledge Previous experience of Experience of the
working in an IT support following:
role.  Microsoft System
Center
Previous experience Configuration
within a customer service Manager
role.  VMWare Virtual
Desktop
Demonstrable experience Infrastructure
of Microsoft Windows (VDI)
and MAC client operating  Encryption
systems as well as Software (e.g.
various software Truecrypt,
packages including bitlocker)
Microsoft Office and
Adobe Creative Suite. Previous experience of
working with students or
Excellent IT skills and within an educational
computer literacy. environment.
Previous experience
within a customer service
role.
Skills/Personal Excellent organisational

Requirements skills.
Ability to communicate
effectively with a wide
variety of people in a
professional manner,
face to face, on the
telephone and in writing.
Ability to demonstrate
practical troubleshooting
and problem analysis
techniques.
Good attention to detail

and ability to show
initiative.
Ability to plan and

prioritise work load
without supervision.
Ability to prioritise,
manage and perform
under pressure to meet
SLA’s.
Excellent knowledge of
Customer Service best
practice.
Willing to work flexibly

and with enthusiasm.

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JOB DESCRIPTION

Job Title: Service Desk Support Technician

Responsible to: IT Service Desk Team Leader

Specific Duties and Responsibilities:

To deliver laptop clinics for staff and students .

To install and configure new IT equipment.

To resolve incidents and upgrade different types of software and hardware

To resolve incidents with printers, copiers and scanners

To participate in the Annual Performance Development Review Process.

To actively support equality and diversity policies of Falmouth Exeter Plus.

To attend training courses as identified and agreed for appropriate development.

Post Title: Service Desk Support Technician

Attributes Essential Desirable

Skills/Personal Excellent organisational

Good attention to detail

Ability to plan and

Willing to work flexibly

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