United Kingdom of Great Britain and Northern Ireland: Desktop Support Technician

Job Title: Desktop Support Technician

Reports To: Service Desk Team Leader

Directorate: Finance & Performance

Location: Haywards Heath, UK

Direct Reports: None

Dimensions:

1) Job Purpose

Work, as part of a small team, under the direction of the Service Desk Team Leader, on maintenance tasks, administration, and day-to-day problem resolution to ensure that all Sightsavers business customers, both in the UK and overseas, enjoy the benefits of high quality IT services and have access to all the IT systems they need to carry out their own jobs. Post holder required to work on different shifts as required by the Corporate Services team.

2) Main Responsibilities

a) Service Desk ticket management (45% of time)

Act as a main point within the team for logging and managing incidents (service desk).

b) Operations (45% of time)

To share collective responsibility, as part of the team, for undertaking the wide variety of tasks necessary to ensure the delivery of cost effective and efficient ICT services to the business. These include, amongst others;

· Undertaking any of the variety of 1^st line, and when directed 2^nd line, support and maintenance tasks for software and hardware used anywhere within Sightsavers, including applying manufacturer updates and approved system changes for hardware and software.

· Developing effective business relationships of mutual trust and respect with key business users to ensure that the ICT team is more aware of likely forthcoming business requirements and support the IT Infrastructure Manager in developing and managing relationships with both external 3^rd parties and internal business customers. Liaise with third party suppliers to ensure that new starters and leavers setup in a timely way.

· Building and installing hardware and software (e.g. Desktop PC’s, switches, operating systems, applications, etc., as required) to Sightsavers standards and ensure such standards are documented and kept up-to-date

c) Corporate Services (10% of time)

Assist other members of the corporate services team with Invoice processing, facilities and any other reasonable tasks as requested by the Corporate Services Manager.

Jobholder Entry Requirements - the essential knowledge, skills and behaviours required

Knowledge (Education & Related Experience):

• Educated to GCSE level or equivalent
• Knowledge of supporting Microsoft Office gained as an end user
• Understanding of Server Operating System Windows 2008 R2 and 2012.
• Proven experience of supporting customers in a Level 1/2 Service Desk environment (International environment desirable)
• Experience of relevant computer hardware and peripherals
• GCSE pass at grade C or above in Computer Studies/ICT
• A’ Level education or relevant vocational qualification e.g. AVCE, NVQ, or ECDL
• ITIL Foundation

Skills (Special Training or Competence):

• Excellent Problem Solving skills
• Excellent verbal communication and customer care skills
• Desktop software/hardware maintenance skills
• Good administration and time management skills
• Able to work calmly under pressure and to deadlines
• Able to take direction
• Must be able to lift and handle ICT equipment
• Keen interest in technology

Core Behaviours:

· Communicating & Influencing

· Change & Improvement

· Decision Making

· Team Working

· Planning & Organising

· Delivery & Implementation

Key Relationships

Internal

· Key Business Users

· Overseas Office staff including local IT contacts

· Other members of Service Desk and Corporate Services Team

· Service Desk Team Leader

· IT Infrastructure Manager

· Head of Business Applications

· Head of Corporate Services

External

· 3^rd Party support staff at Modrus, Lake, Intouch Business, FiskBrett, etc.

· Any 3^rd party staff engaged to provide IT technical support services to the business

To apply, and for further details about the role, please download an application pack fromhttp://jobs.sightsavers.org/job/desktop-support-technician/

As an equal opportunities employer we actively encourage applications from all sections of the community. Qualified people living with a disability are particularly encouraged to apply.