Service Desk Technician (PROJ-4320)

Job Duties and Responsibilities:

• ICT stores management which includes conducting stocktake activities, moving bulky items such as PCs and monitors, unboxing equipment and disposal of garbage.
• Installation of ICT endpoint devices including establishing the network connection from the switch port to the endpoint device. This may involve some physical work such as unpacking cartons, moving computers between desks, offices and buildings.
• Use deployment technologies to install operating system and applications to ICT endpoint devices.
• Network configuration including switch port configuration, network based security management configuration, DHCP and print services.
• Network connection tasks including patch cabling and tracing connections from wall points to switch rooms.
• Preparation of endpoint devices for shipment, sanitisation and disposal in accordance with provided instructions.
• Troubleshoot issues with ICT endpoint devices.
• Maintain incident, problem management records and Standard Operating Procedures.
• Transfer technical knowledge through production and update of relevant documentation, instructions or procedures. Guide and mentor other staff.

Technical Skills Required:

• Proficiency in deployment methodologies and network switch configuration, including end to end cabling infrastructure, patching and network connectivity.
• Proficiency in installing, repairing, and maintaining standard and bespoke desktop systems.
• Ability to provide specialist advice on network and connectivity of systems in the context of a large scale fault finding.

Criteria:

Essential criteria

• HSIN 4 Undertakes routine installations and de-installations of items of hardware and/or software. Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client. Conducts tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Develops installation procedures and standards, and schedules installation work. Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service
• ITOP 3 Carries out agreed operational procedures, including network configuration, installation and maintenance. Uses network management tools to collect and report on network load and performance statistics. Contributes to the implementation of maintenance and installation work. Uses standard procedures and tools to carry out defined system backups, restoring data where necessary. Identifies operational problems and contributes to their resolution.
• USUP 3 Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.
• CSMG 3 Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation

Contract