PLAN UK JOB PROFILE
Job Title Service Desk Analyst Department IT Unit (if appropriate) IT Operations Reporting to Service Desk Manager Responsible for None
Overview of Department The purpose of the IT department is to provide the right technologies and information services to support Plan International UK in fulfilling its mission to transform the lives of marginalised children.
Job Purpose A key member of the IT Support team responsible for the processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
Key Duties Key Activities Service Desk & Incident Ensures that incidents and requests are handled according to agreed Management procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation. IT Operations Carries out agreed operational procedures, including network configuration, installation and maintenance. Contributes to the implementation of maintenance and installation work. Uses standard procedures and tools to restore data where necessary. Identifies operational problems and contributes to their resolution. Service Level Management Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions. Applications Support Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.
To be open to change and demonstrate a flexible and adaptable approach To work collaboratively with other departments and be a supportive and effective team member General To ensure that all activities undertaken on behalf of Plan UK, externally or internally, are executed in accordance with the overall aims of the organisation and in line with Plan’s policies and procedures. To participate in training and other activities as requested by the organisation.
Stakeholder and To provide quality customer service to all our respective audiences and comply Customer Service with Plan UK’s quality management protocols
Awareness and Commitment to Plan’s position on promoting girls’ rights and gender equality; and Representation integrating this into all aspects of work. Please Key Deliverables Indicate A R or N/A The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and R keeping clients appraised of progress towards service restoration. The operation and control of the IT infrastructure (typically hardware, software, data stored on various media, and all equipment within wide and local area networks) required to deliver and support IT services and products to meet the needs of a business. Includes preparation for new or changed R services, operation of the change process, the maintenance of regulatory, legal and professional standards, and the monitoring of performance of systems and services in relation to their contribution to business performance, their security and their sustainability. The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes the monitoring of service level agreements, and the ongoing R management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery. The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific R modifications, updating documentation, manipulating data, or defining enhancements Support often involves close collaboration with the system's developers and/or with colleagues specialising in different areas, such as Database administration or Network support. Decision Making Criteria: A = Accountable, R = Responsible
Level of Child Standard – Commitment to uphold to Child Protection guidelines at all times. Protection Responsibility Level of Budgetary Responsibility None - Post has no budgetary responsibility
Key Working Contacts All employees, volunteers and interns
This is not intended to be an exhaustive list. Your job description may be subject to change.
Date Created June 2014 Plan UK Person Specification
Job Title Service Desk Analyst Department IT Unit (if appropriate) IT Operations
PERSONAL COMPETENCIES Competency Title The successful candidate will be able to…. Use a high level of communication skills, both written and verbal, in Communicating with others technical areas. Can present in visual format complex ideas.
Team working and interpersonal skills Work in a number of different operational teams concurrently.
Managing Resources Use resources in a cost effective manner.
Drives Continuous Improvement Ensure work is of a high standard with strict attention to detail.
Can engage with Stakeholders and communicate in a non-technical Customer Services manner.
To work to deadlines and targets managing a wide and varied Managing Yourself workload.
Delivery and Meeting Business Plan To assist the IT section in meeting all demands of the business plan.
RELEVANT EXPERIENCE The successful candidate will have experience of …. Being a Service Desk Analyst with strong customer service skills and the ability to manage incidents and service requests.
IT Operations administration including the creation of documentation, managing the restoration of data and the administration of user accounts.
Effective communication skills, both written and verbal, as well as demonstrated technical support skills in order to ensure that the Service Desk function meets the current and future demands of the business.
SPECIFIC SKILLS AND KNOWLEDGE The successful candidate will have the ability The successful candidate will have knowledge to…. of….
Demonstrate an awareness of child protection issues Microsoft Office 2010 applications
Provide a high level of Customer Service Supporting business applications
Provide support to Plan UK users within the defined SLA’s, Hardware and software installations, upgrades and prioritising workload where needed and managing conflict replacements resolution. To perform frontline hardware, software and desktop Supporting IP telephony systems support
Maintain a loan equipment system Windows 7 Professional Author new and maintain existing documentation. Active Directory and Exchange server 2010 administration
Communicate technical issues to a multi-cultural, multi- IT Service Management Systems functional audience.
Comply with the requirements of Plan UK’s Child Protection ITIL v3 Foundation Policy to ensure maximum protection for children.
Experience of thin client technologies (preferably Microsoft Setup and support Audio/Visual equipment Remote Desktop)
Administration of user accounts including new account LAN and Network Cabling fundamentals creation and the archiving of redundant accounts.
Manage service desk requests and escalate issues as and Antivirus technologies when required.
Desktop management systems (preferably Desktop Work with the rest of the IT team on issue resolution Central)
Date Updated February 2016