Provide an effective interface between users and service providers, including documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis. Assist users to make more effective use of desk-top systems, products and services, making initial diagnosis of incidents and advising known solutions where applicable. For all products, services and systems within own area of responsibility, demonstrate, install, and commission desk-top systems and their routine upgrades. Provide information on updates, known errors, changes in availability, new facilities, etc. Additional Key Requirements: Communication Has sufficient communication skills for effective dialogue with customers, suppliers and partners. Collaborative working Interacts with and may influence immediate colleagues. Works as a team. May have some external contact with customers, suppliers and partners. May have more influence in own domain. Initiative, problem solving and decision making Works under routine direction. Uses minor discretion in resolving problems or enquiries. Works without frequent reference to others. Performs a range of varied work activities in a variety of structured environments. Contributes to routine problem resolution. Understands and uses appropriate methods, tools and applications. Demonstrates a rational and organised approach to work. Identifies and negotiates own development opportunities. Is able to plan, schedule and monitor own work within short time horizons. Absorbs technical information when it is presented systematically and applies it effectively. Work Environment Be aware of the risks in the workplace and potential impact on own work and that of others. Person Specification Educated to A level, International Baccalaureate or equivalent standard Working towards a professional qualification such as ITIL ® Foundation in IT Service Management Able to demonstrate familiarity with: Specific standards associated with the IT practitioner's current role for example: health and safety standards, departmental programming and accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes, ITIL, eTOM, TickIT, CMMI.
Provide an effective interface between users and service providers, including documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis. Assist users to make more effective use of desk-top systems, products and services, making initial diagnosis of incidents and advising known solutions where applicable. For all products, services and systems within own area of responsibility, demonstrate, install, and commission desk-top systems and their routine upgrades. Provide information on updates, known errors, changes in availability, new facilities, etc. Additional Key Requirements: Communication Has sufficient communication skills for effective dialogue with customers, suppliers and partners. Collaborative working Interacts with and may influence immediate colleagues. Works as a team. May have some external contact with customers, suppliers and partners. May have more influence in own domain. Initiative, problem solving and decision making Works under routine direction. Uses minor discretion in resolving problems or enquiries. Works without frequent reference to others. Performs a range of varied work activities in a variety of structured environments. Contributes to routine problem resolution. Understands and uses appropriate methods, tools and applications. Demonstrates a rational and organised approach to work. Identifies and negotiates own development opportunities. Is able to plan, schedule and monitor own work within short time horizons. Absorbs technical information when it is presented systematically and applies it effectively. Work Environment Be aware of the risks in the workplace and potential impact on own work and that of others. Person Specification Educated to A level, International Baccalaureate or equivalent standard Working towards a professional qualification such as ITIL ® Foundation in IT Service Management Able to demonstrate familiarity with: Specific standards associated with the IT practitioner's current role for example: health and safety standards, departmental programming and accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes, ITIL, eTOM, TickIT, CMMI.
Support%20Technician%2023032015.docx