Description
Summary
Purpose: This role will show a passion and strive for delivering a best-in-class service to our colleagues in line with the departmental quality standards. Primarily focusing on providing a presence on the Smart Bar and providing phone cover during core business hours. Ensuring all services are delivered to agreed targets and that the Service Desk and Smart Bar remain efficient and value for money to AQA. Taking responsibility for correctly and confidently managing colleague's Incidents, Service Requests and Problems ensuring they are correctly logged, progressed, updated and resolved. Working under routine direction, using limited discretion in resolving issues or enquiries. Determines when to seek guidance in unexpected situations. Plans own work within short time constraintsLandscape:
This role sits within the Service Desk team of the CSO - Enterprise Technology business area. You will be responsible for resourcing the Smart Bar and other Service Desk services. You'll be central to providing a first line support and acting as the initial escalation point for any technical issues raised by our end user’s.
Activities:
Customer
Build good relationships with our internal and external colleagues, supporting the team in consistently delivering a best-in-class service that meets our colleague’s needs.
Interacts with and may influence immediate colleagues. May have some external contact with customers, suppliers and partners. Aware of need to collaborate with team and represent colleague/customer needs.
Act in a courteous and professional manner in dealings with colleagues, both internal and external to the organisation.
To maintain professional discretion and safeguard privileged/confidential information without discussion first with the Senior Service Desk Analyst, Service Desk and Smart Bar Manager, Head of Service Delivery or the wider Enterprise Technology Management Team.
Auditing
To assist with providing evidence and support for audit meetings.
Continuous Improvements
Identifies and explores opportunities for Continuous Service Improvement.
Ensure AQA is safe and legally compliant by applying AQA’s policies and other legislative requirements including but not limited to HSE, Equal Opportunities and ISMS
Takes ownership and responsibility for identifying continuous improvement for personal development
Workload
Managing assets including, but not limited to: Laptops, desktop equipment inc. docking stations, monitors and peripheral devices (keyboards, mice etc) mobile devices
Work to Key Performance Indicators as defined by the Service Desk and Smart Bar Manager and adjust working methods where appropriate
Ensure the defined ITIL processes are followed accurately. This includes, but is not limited to Incident, Service Request, Problem and Service Level Management
Assists with the analysis, identification, prioritisation and implementation of improvements and efficiencies within the Service Desk and Smart Bar Team.
Uses own initiative and works proactively with limited discretion in resolving issues or enquiries. Determines when to seek guidance in unexpected situations. Plans own work within short time constraints.
Taking responsibility for completing the Joiner/Mover/Leaver process ensuring accounts are created and end dated/disabled in a timely manner. Liaising with other teams where applicable.
Managing tickets within the Service Management tool, including the management and deployment of 1st line fixes inc. VPN, Software, Hardware troubleshooting.
Provisioning software to end colleagues via Active Directory, Azure Active Directory (EntraID)
Escalations
Take ownership of escalations or complaints and produce improvement plan as required, ensuring the delivery of a consistently high level of customer service
To liaise with the Incident Managers, escalating any issues that potentially affect the wider organisation, with particular focus on P1/P2 calls, and anything related to the examination process or publication of results.
Taking responsibility for escalating incidents where assistance is required, utilising the knowledge and experience of the team by attending drop-in sessions
Activities
Performs routine, repeatable activities where standard operating procedures exist. Such as - Laptop and iOS rolling replacement device swap outs, build room management, provisioning of iOS devices (iPhones & iPads), management of loan devices from the Smart Bar (inc. mice, keyboards, headsets), unboxing & storing new hardware, asset disposal, Stock checks of available hardware, liaising with the Asset Manager when a purchase need is identified.
Provision laptop, iPhone, iPad ensuring the CMDB has been updated.
Liaising with 3rd party suppliers to organise warranty repairs or hardware warranty replacements when required
Enacting the defined process for lost or stolen devices in accordance with the documented policy
To provide cover on the Smart Bar and Phones, following the outlined shift patterns as directed by the Service Desk and Smart Bar Manager
Knowledge
Has gained a basic domain knowledge. Demonstrates application of essential knowledge typically found in industry bodies of knowledge. Absorbs new information when it is presented systematically and applies it effectively.
Create and maintain knowledge articles within the Service Desk Tool
Absorbs new information when it is presented systematically and applies it effectively
To be successful in this role, you will need to know:
Has sufficient oral and written communication skills for effective engagement with colleagues and internal colleagues/customers.
Understands and uses appropriate methods, tools, applications and processes.
Demonstrates a rational and organised approach to work.
Has sufficient digital skills for their role.
Learning and professional development — identifies and negotiates own development opportunities.
Security, privacy and ethics — is fully aware of organisational standards.
Model’s positive behaviours with confidence and provides clarity, challenge, feedback, and training in line with business objectives
Familiarity with ITIL best practices
Ability to manage workload and deliver services to agreed targets
Performs a range of activities in varied environments. Contribute to routine issue resolution
Apply creative thinking or suggest new ways to approach a task