1927 - IS Service Support Analyst

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Posted: 23/07/2019 11:32
Start Date: Not Available
Salary: £21,534
Location: Dale Street
Level: Technical
Deadline: 22/08/2019 12:00
Hours: 37.00
Benefits: Company Pension Scheme, Employee Assistance Programme, Travel Loan Scheme
Job Type: Established [A]

Application is by CV and covering letter.

Please note we reserve the right to withdraw a vacancy prior to the closing date subject to the number of applications received.


Purpose of the role:

This role will work as part of a larger team providing support to all of NML and as such will be required to cover all aspects of helpdesk work.

To provide 1st line IT support, call contact & operational support for all customers of NML IS Department. This will cover the following technologies: Desktop environment, Intel Server  environments, Telecoms environments, Front of House Interactives and Audio Visual environments and supported Local Area and Wide Area Networks.

Ensuring that all Help Desk calls and Change Requests are dealt with efficiently, to the end users satisfaction.

Also to provide administration support to the IS dept.

Key tasks:

Under the general direction of the IT Technical Manager, this position will aid with the day-to-day IT support for NML. This includes the support of audio-visual, desktop IT provision, telephone systems, and networks.

This is very much a hands-on support position, dealing with day-to-day IT support issues and requiring a good level of technical knowledge and an ability to apply this knowledge to daily tasks.

Duties & Responsibilities:

  1. Relationships
  • To work as part of the IS Service support team to deliver a high quality IS support services to NML in accordance with agreed SLAs; improving system reliability and performance, driving down unplanned outages to deliver a high stability infrastructure.
  • To be the first point of contact for all customers. To be the recipient of all I.S. help desk calls and work requests. To own the life cycle of the call and to manage the customers expectations in relationship to the call.
  • To keep the Technical Manager and Head of Department informed of any developments, opportunities for improvement and issues relating to aspects of IT  support, at the earliest possible opportunity.
  • When required, to represent IS and NML both internally and externally in relation to the application of IT, both from an Infrastructure, support and FOH perspective.
  • To improve customer perception by providing a high level of customer service and encouraging good practice in others.
  • Ensure any unforeseen/exceptional events/issues should be escalated and acted upon immediately, keeping all members of department and relevant customers informed.
  • To aid in sourcing all hardware, software and services required to support NML, ensuring that specifications are in line with department standards. All procurement processes should be in line with NML and department standards, ensuring cost effective solutions are supplied with approved third party partners.
  • To engage with third party suppliers when necessary to ensure order delivery and problem resolution within SLA
  • To liaise with Technical Analysts to assist prompt resolution of calls
  • To act as central point of communication between fix groups and customers for customer support or incidents that fail (or potentially will fail) to meet the defined service level agreements. Relaying information and updates to customers during outages as well as fielding incoming calls.

       2. Representation                                                                              

  • Internal – All grades – providing IT advice, discussing IS needs, maintaining relationships
  • External - Junior management equivalent – supporting external partners and suppliers to work on NML IS projects

       3. Problem solving and decision making

  • To assist in providing solutions and support for the Desktop environment, telecoms provision and FOH IT solutions.  Ensuring the provision is consistent, of a high standard and complies with SLAs agreed with the organisation to meet NML needs.
  • To provide first level support for helpdesk calls and change requests for the Desktop and Intel Server environments, Front of House Interactives and Audio Visual environments, for resolution within set SLA’s
  • Support the IT infrastructure provision, ensuring the security and integrity of the network and systems is maintained and monitored.  Including virus protection is kept up-to-date, scheduled activities, including backups, are completed successfully, in line with SLA.
  • Follow the agreed Change management processes to reduce unplanned outages.
  • To aid in documenting relevant processes and procedures to ensure that a consistent, high standard of support is provided to users.
  • To aid in maintaining user profiles to specified processes and procedures.
  • Ensure full asset inventories are maintained for all IT equipment and software used by NML, ensuring that records are kept of software licenses, any guarantees or maintenance contracts and any repairs or replacements carried out.
  • To aid with the appropriate management, maintenance & support telecommunications systems, including switchboards, communications equipment, mobile phones, etc.
  • To provide on site support to all NML locations
  • To assist with the purchase of new telephone and computer equipment, software and consumables.
  • To record all helpdesk calls and change requests in the IT Unit’s helpdesk system and to follow through each assigned task to a satisfactory completion, ensuring that all tasks are completed first time and on time where possible.
  • To assisting in the processing of orders, invoices, Goods Received Notes and all other procurement and financial documents for authorisation and to file and record all related information.
  • To record and keep abreast of departmental details such as maintenance contracts, license agreements, subscriptions, warranties, expiry dates, repairs or replacements carried out, serial numbers, and so on.
  • To ensure that scheduled activities, including backups, are completed successfully, in line with SLA. Ensuring quality of backups – tapes and restore capabilities.

       4. Staff Management

  • None

       5. Resource management

  • Liaise and consult with representatives from suppliers and consultants on matters relating to the use of IT and AV within NML.
  • To engage with third party suppliers when necessary to ensure order delivery and problem resolution within SLA

       6. Expertise/Specialist Knowledge

  • Good understanding of the technologies deployed and implemented within NML
  • Good analytical and problem solving skills
  • Microsoft Desktop Network Operating systems
  • Appreciation of Microsoft Applications – particularly Office and Email solutions, preferably Ms Exchange 2010 or later
  • Understanding of Infrastructure processes
  • Understanding of voice communications & telephone systems

      7. Strategic Influence

  • Working to Industry “best practices”, to deliver high quality solutions around internationally agreed standards / protocols. 

       8. Freedom to act

  • To provide first level support for helpdesk calls and change requests for the Desktop and Intel Server environments, Front of House Interactives and Audio Visual environments and Local Area and Wide Area Network, for resolution within set SLA’s
  • Support and maintain the IT infrastructure provision, ensuring the security and integrity of the network and systems is maintained and monitored.  Including virus protection is kept up-to-date, scheduled activities, including backups, are completed successfully, in line with SLA.
  • To own the life cycle of assigned help desk calls and to manage the customers expectations in relationship to the call.

       9. Other

  • Adhere to the standards expected of all public services as defined by the HM Treasury publication “Managing Public Money”. Those standards are honesty, impartiality, accountability, openness, accuracy, reliability, transparency, objectivity, integrity and fairness. These standards should be carried out in the spirit of, as well as the letter of, the law; in the public interest; to high ethical standards and achieving value for money.
  • Contribute to the management, discussion and communication of risk as appropriate to your role.  Ensure you follow, adhere to and implement (where appropriate) effective controls for policies, processes and systems within your department, directorate and for the organisation. 
  • Assist with the supervision of volunteers and work placement students, undertaking periodic appraisal and facilitating their training in association with IS staff and NML’s HR team.
  • Develop NML’s commitment to Equality and Diversity and promote non-discriminatory practices in all aspects of work undertaken.
  • Manage National Museum Liverpool’s Health and Safety Policies and Procedures, National Museums Liverpool’s access and Safeguarding policy as well as other appropriate practices and guidelines.
  • Take responsibility for personally participating in the Performance Development & Review process (PDR).
  • Undertake additional duties, as required, from time to time.
  • Undertake training and development courses and programmes, as required. 
  • To carry out any duties of a similar nature as may be required by the Head of IS or IT Technical Manager
  • To prepare written reports and other documentation in a timely and proficient manner as may be required.
  • To stay abreast of technologies and report on new technologies as appropriate
  • A willingness to work outside normal working hours, including weekends, when necessary.

The details contained in this job description reflect the content of this job at the date of being prepared.  It is however possible that over time the nature of the job will change.  Consequently National Museums Liverpool will expect to revise this job description from time to time and will consult with the post holder at the appropriate time.
 

Employee Specification 

 

Essential

Desirable

Qualifications

  • Good education qualifications

 

 

 

X

Experience

  • Understanding of the technologies deployed and implemented within NML

 

 

X

 

Knowledge, skills and abilities

  • Able to communicate effectively at all levels within both business and IT teams.

 

  • Strong analytical and problem solving skills

 

  • To stay abreast of technologies and report on new technologies as appropriate

 

  • Microsoft Desktop Operating Systems.

 

  • Microsoft Applications – particularly Office and Email solutions

 

  • Understanding of Infrastructure processes

 

  • Understanding of voice communications & telephone systems

 

  • Customer focused approach, with strong interpersonal skills

 

  • Team Working

 

  • A high degree of initiative,  self-motivated, and attention to detail when carrying out duties

 

  • Ability to prioritise workload in line with business priorities, exercise sound judgement, and decision making ability

 

 

 

 

 

 

X

 
 X

 

 

 

 

 

 

 

 X

 
X

 

X

 

X

 

 

 

 

X

 

 X

 

 

 

 

 

X

 

x

 

 X

 

 

 

 



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