KEY ACTIVITY AREAS/MAIN DUTIES (Continued)

HUMBERSIDE FIRE & RESCUE SERVICE JOB DESCRIPTION

(Support Services Posts)

POST TITLE POST NO: H33S0650 ICT Technician SECTION/DIVISION/LOCATION POST GRADE: 6 ICT Unit OVERALL PURPOSE OF THE JOB

To provide user focused second-line support for ICT services and to work on ICT developments that contribute towards meeting organisational objectives.

KEY ACTIVITY AREAS/MAIN DUTIES

1. Undertakes second-line ICT support work, in accordance with the ICT Service Catalogue, with a focus on returning users to ‘business as usual’ as quickly as possible.

2. Identifies and resolves the underlying causes of ICT incidents to reduce the number of future occurrences, referring to third-line support as appropriate.

3. Issues and commissions equipment in accordance with the ICT Service Catalogue.

4. Maintains and updates hardware details on the Configuration Management Database and maintains the Definitive Software Store and updates knowledge bases including the ‘Known Errors Database’ when incidents or problems are resolved.

5. Creates, maintains and seeks to continuously improve second-line support documentation, procedures and support.

6. Provides support for ICT hardware, software and networks, including bespoke applications ensuring a suitable level of first time fixes is achieved.

7. Escalates calls through to the correct resource or third party supplier and monitors progress throughout the resolution lifecycle.

8. Works with users to resolve their issues and proactively provides feedback to users until a resolution has been reached.

9. Undertakes small scale projects to implement new or changed ICT services, ensuring the agreed balance of cost, quality and time.

10.Undertakes background maintenance tasks in Active Directory/Group Policy and sets access permissions.

11.Develops and maintains areas of the portal and internet based facilities and creates workflows in support of electronic service delivery.

12.Provides on the job and familiarisation training to users/internal staff of various aspects of ICT, this includes guidance to prevent reoccurrence of previous incidents and development for new staff up into their role including permanent members of staff, contractors, trainees and apprentices.

13.Supports colleagues undertake their role offering support, guidance, assistance and cover where appropriate, including covering for the ICT Service Desk and other first-line resources. KEY ACTIVITY AREAS/MAIN DUTIES (continued)

NOTES: 1. The postholder may be required to perform other duties that reasonably correspond to the general character of the post and are commensurate with its level of responsibility.

2. The postholder is required to comply with relevant legislation and policies and procedures of Humberside Fire Authority in the performance of his/her duties. Examples include acting in compliance with the provisions of equal opportunities, data protection and health and safety legislation, policies and procedures so far as they relate to the post and the postholder.

POSITION IN ORGANISATION

{to be confirmed}

JOB REQUIREMENTS

Knowledge and Skills

 Knows about networking hardware and can make minor configuration changes and understands networking protocols, including those used by emergency services.

 Can commission and install a wide range of ICT equipment and software, including services used in an operational setting.

 Detailed knowledge of computer based hardware and peripherals to component level.

 Thorough understanding of a range of operating systems installed on desktops, laptops, tablets, mobile telephones and similar and a good working knowledge of Microsoft Server environment.

 Working knowledge of ICT security settings around Active Directory, Group Policy, anti-virus and multi-factor authentication.

 Understand and contributes towards the security framework required under relevant Codes of Connection for secure networks.

 Ability to quickly learn new skills and apply them effectively, particularly around rapidly changing technology.

 Diagnosis, tenacity, patience analytical skills to fault find.

 Well-developed communications skills to provide meaningful feedback to users.

 Is able to work effectively as a member of a multi-disciplinary team to resolve ICT issues and implement new services.

 Has a good understanding of ITIL processes and has a professional commitment to delivering support through this framework.

Creativity and Innovation

 Works with new and emerging ICT equipment and applications to meet Service needs.

 Advises users on ‘workarounds’ until the underlying cause has been identified.

 Some scope for writing procedural guidance.

 Leads on small-scale project work, requiring some research on options.

 Presents factual information in a way that is both informative and interesting. Decision Making

Discretion

 The post holder is able to initiate actions that will get the user ‘up and running’ again until the underlying cause of a problem has been identified. In some instances this includes providing additional resources.

Consequences

 Discretion exercised by the post holder will be to return the user to near-normal working. The choices exercised in assigning work to others will directly affect whether agreed levels of service are met.

Contacts and Relationships

 Is responsive to user needs when dealing with ICT support issues. The post holder has to empathise with the users who might be frustrated, angry or confused as to why the fault has occurred. The post holder needs to use a range of skills and techniques to re-assure the user and obtain sufficient information to record details of the remedy.

 The post holder will have regular contact with suppliers and third party maintenance companies to talk about readily understood issues.

 The post holder will be required to form effective working relationships with colleagues to ensure a team approach to delivering and supporting ICT services, this includes showing themselves as a self-starter, accepting accountability for their work and positively supporting the work of the ICT Unit.

Responsibility for Resources

 The post holder is responsible for ensuring the Inventory / Configuration Database is updated and may have custody of a number of pieces of equipment, pending fixes or installation.

 The post holder has a shared responsibility for ICT Unit vehicles and some small hand tools. Is a standard station key holder.

WORK ENVIRONMENT

Work Demands

 The post holder is required to respond to a flow of Service Desk calls, which are at times can including a backlog of calls.

Physical Demands

 There is no requirement for anything other than normal physical effort.

Working Conditions

 Work is normally performed in a heated, lit and ventilated indoor environment, with some short periods of time in a Data Centre type environment. The post holder will spend some time driving. Work Context

 Work involves minimal risk to personal safety or injury, illness or health problems arising from the environment.

Signature Designation Date

PREPARED BY:

CONFIRMED BY:

RECEIVED BY: Postholder

Note: The contents of this job description will be subject to regular review and amendment over time to ensure they continue to accurately describe the job requirements.