JOB DESCRIPTION IT Support Officer
Directorate and Section/Unit: Post Number: Scale: Reporting to: Responsible for: Main purpose of role: To provide front line IT support to customers. To ensure that calls for support are dealt with promptly and appropriately. To install and configure PCs and associated peripherals and software. 4-6 Team Leader Corporate Services/Information and Business Systems
Key Accountabilities: 1. To provide technical support to telephone and email requests from users for all PC hardware, software and associated peripherals. To log support calls and document their outcome to facilitate the resolution of common queries. To redirect or escalate support requests to the appropriate member of the IT Support Centre. To pro-actively provide information to users on the progress of outstanding support calls. To contribute to ensuring that the HelpDesk systems and software are kept up to date and messages are passed on and feedback received promptly. To deploy PCs and associated peripherals including new installations and the redeployment of existing equipment. To install and configure operating systems to agreed standards under the direction of the Team Leader. To install and configure software to agreed standards under the direction of the Team Leader. To maintain the existing PCs and peripherals to standards determined by the Team Leader, by performing upgrades, new installations and carrying out routine procedures.
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10. To help the Support Assistants develop their skills and knowledge with respect to front-line support. 11. To assist in the compilation and maintenance of an accurate inventory of hardware and software.
12. To assist in the compilation of the Support Centre's technical documentation, guidelines and procedures and ensure they are disseminated to users. 13. To liaise with colleagues in all Directorate Support and Technical Development teams to ensure continuity of service for all users. 14. To provide at all times a professional, courteous and rapid response to individual users. 15. To undertake such projects of a level commensurate with the responsibility of the post, as designated by the Directorate Coordinator. 16. To undertake such other work as may be assigned which is consistent with the nature of the job and its level of responsibility. 17. To develop and maintain active and progressive working relationships with all members of IBS. 18. To establish and maintain effective working relationships within and outside local government. 19. To conform with County Council standards and guidelines with respect to information systems. Other duties: To maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff in their development and training. To undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job. To undertake health and safety duties commensurate with the post and/or as detailed in the Directorates Health and Safety Policy. Contacts: In all contacts the postholder will be required to present a good image of the Directorate and the County Council as well as maintaining constructive relationships. Internal: External: Notes: The Council reserves the right to alter the content of this job description, after consultation to reflect changes to the job or services provided, without altering the general character or level of responsibility. The duties described in this job description must be carried out in a manner which promotes equality of opportunity, dignity and due respect for all employees and service users and is consistent with the Councils Equal Opportunities Policy. All County Council staff Nominated partners and suppliers
Prepared by: Alan Woolliscroft
