IT Helpdesk Administrator

Recruiter
Independent Age
Location
London (Greater)
Posted
10 Jan 2018
Closes
08 Feb 2018
Contract Type
Permanent
Hours
Full Time
JOB PURPOSE Under the guidance of the IT Infrastructure Manager, the IT Helpdesk Administrator will be responsible for: Supporting the work of the IT department and the rest of Independent Age. Ensuring all IT support calls are logged on the helpdesk system and actioned within agreed parameters. Being the first point-of-contact and providing overall IT Support to all staff, including home based staff, across the UK via face-to-face, by phone and email. Providing a proactive service to all users, maintaining, updating and supporting the organisations networked systems, diagnosing faults and providing timely solutions. Supporting the delivery of IS solutions and services within Independent Age, consistent with organisation plans and strategies, IS best practice and agreed functional specifications and professional standards. The job role is split between the following headings, and weighting: IT Support/Helpdesk 60% To ensure systems are supported ensuring optimum use and maximum benefit by and for users, owners and all stakeholders. To react in an unsupervised manner to problems of a complex nature using initiative and experience to trace, track, report and resolve issues arising from system failures.  Document back to the IT Help Desk system as per departmental procedures. To analyse complicated issues and then design and implement non-standard solutions and work-a-rounds. Responsible for the administration of a number of network systems e.g. user accounts, information sharing, file security. To liaise with external hardware and support organisations where applicable in conjunction with the job role. To meet internal service level agreement targets for IT support. To work with others within the team to achieve common goals and improve the services offered at all times. To take ownership of the IT Service Desk, ensuring all IT support tickets are kept updated, and escalated where necessary. To oversee daily logs for core IT systems, such as backups, and server snapshots. Logging and escalating tickets to the IT Services Administrator when errors occur. IT Systems Maintenance 15% Maintain and support the organisations print services, including; photocopying, scanning and fax services via MFP’s and the scanning directly into the organisation’s DMS.    With guidance from the IT Infrastructure Services Manager ensure Windows Desktops are configured with the latest security updates and hotfixes. Projects and work plans. 10% Implement support activities that will contribute to the delivery of IT/IS services as outlined in the departments yearly work plans. Reporting & Statistics 5% To actively participate in the production of departmental documentation and ensure it is updated, maintained and distributed accordingly where required.  To produce regular IT helpdesk and telephony statistics on a monthly basis. To contribute towards activities that help in meeting agreed performance indicators and ensuring that service levels of the team are met. Other tasks/requirements of the role 10% To ensure new starters are setup, equipment issued and inductions carried out in a timely manner. To ensure that actions surrounding leavers on the network are carried out as a priority and changes to user security settings are authorised and actioned appropriately. To ensure an accurate inventory is maintained at all times, including the transfer of systems and equipment from and between service users. To provide training where required for new staff and existing staff in new and existing systems and IT processes. Deputise for the IT Services Administrator in periods of absence. Some projects and solutions to some issues require work outside of core business hours, such as weekends / bank holiday work. You may also be required to work outside of core hours during the working week on remote support issues and travel within the UK and Republic of Ireland to remote service users. To maintain currency of knowledge with respect to relevant technology, software, equipment and systems. Other Duties Support the work of colleagues across the organization including supporting strategic goals and other cross directorate objectives required. To observe and comply with all Independent Age Policies, including the key policies and procedures on Confidentiality, Data Protection, Health and Safety, Safeguarding and Information Technology Policies and Procedures. To undertake specific safety responsibilities relevant to individual roles. Some requirement to travel which may involve overnight stays. Other responsibilities appropriate to an appointment at this level. If you are interested in this position, please click the link below to apply. Closing date: Monday 22 January Interviews: Wednesday 31 January