IT Helpdesk 2Nd Line Technical Analyst

Role Profile Job title: IT Helpdesk 2nd Line Technical Analyst

Department: IT

Reporting to: IT Helpdesk 2nd line Team Manager

Date reviewed: August 2011

Departmental To provide a highly responsive, high quality helpdesk and change request service goals: for the Admiral Group.

Purpose and scope To provide guidance and support to the business throughout the Incident of role: Management or Change Request process. To be responsible for the maintenance of printer and telephony consumable levels in order to meet business requirements. To adhere to the Service Level Agreements for the IT Department.

Key Areas of Focus

Description Activities

Communication Communicate in an efficient and appropriate manner to all internal customers, and staff at all levels up to and including executive level.

Technical Knowledge Be responsible for your personal technical development, ensuring you develop and maintain your knowledge to adhere to the required service level agreements. Third Party Management Develop and manage relationships with suppliers to deliver maximum value to the Admiral Group.

Annual and monthly appraisals Be responsible for retaining minutes and creating personal objectives, ensuring all actions are completed within the required agreements.

Personal Development Plan Be responsible for developing and maintaining your PDP folder, ensuring it is brought to each monthly appraisal for review by your manager.

Performance Management Be responsible for adhering to the Service Level Agreements set for the Helpdesk, both individually and on a team basis.

Accountability Be accountable for the quality of your work – ensuring accuracy where ever possible. Person Profile

Job Title: IT Helpdesk 2nd Line Technical Analyst Department: IT Reporting to: IT Helpdesk 2nd line Team Manager

Date Reviewed: August 2011

Skills &  Experience of working in a customer focussed role in IT Experience:  Strong written and verbal communication skills  Ability to work as part of a team  Good technical skill set supporting both hardware and software

Attributes:  Customer focused  Excellent relationship building skills  Able to work under pressure and meet tight deadlines  Results and quality orientated  Analytical thinker  Team player  Excellent time management skills  Flexible  Have the ability to motivate self  Able to communicate at all levels