CITIZENS ADVICE SCOTLAND
JOB DESCRIPTION
JOB DETAILS
Job Title
IT Support Officer
Section
IT
Location
Edinburgh
Salary
Reports To
£26,000 - £30,000
Service Desk Manager
Work Pattern
Full time
Status
Permanent
Date
January 2016
BACKGROUND
General
The IT team provide support to approximately 120 Citizen Advice
Scotland (CAS) staff, and 2,500 staff and volunteers within the
Bureaux network supporting over 160 physical locations. This
comprises operational support and maintenance of the corporate
network and data processing infrastructure for CAS and Bureaux,
comprising hardware, software, network infrastructure and a variety of
databases, most notably the case recording system databases
(CASTLE and Servicemail).
Staff
No staff management responsibility
Budget
No budget management responsibility
JOB PURPOSE
Implementation, support, and maintenance of the corporate network and data processing
infrastructure, delivering effective operational efficiency to the business as detailed:1.
2.
3.
4.
5.
6.
7.
Support, maintain and secure communications technologies
Support and maintain corporate infrastructure
Call, incident and change management
Implementations of new systems and change to existing
Deliver in line with the IT strategy
Consistently comply with CAS standards and procedures
Demonstrate excellent team work and customer service behaviours
KEY ACCOUNTABILITIES
1. Support, maintain and secure communications technologies
1.1. Corporate network administration (LAN & WAN), comprising Cisco/Avaya core,
routers and firewalls
1.2. Telephony system administration, comprising Avaya IP Office, Microsoft Lync
2010 and IP desk phones
1.3. Mobile administration comprising Apple devices
2. Support and maintain corporate infrastructure
2.1. Server estate administration, comprising Dell/IBM storage and servers (Server
2003, 2008 R2, 2012)
2.2. Desktop estate administration, comprising Dell Desktops/Laptops (Windows XP,
Windows 7)
2.3. VMware V4, Hyper-V environment administration
2.4. Domain and Email administration via Active Directory (2008, 2013) and
Exchange (2010, 2013)
2.5. Security administration via Barracuda, Fortigate, Clearswift and Sophos
2.6. Server and desktop applications including MS Office (2003, 2007, 2010 )
2.7. SQL database administration, comprising MS SQL (2005, 2008, 2012)
2.8. Implement redundancy and backup procedures across platform to ensure
continuity of service and integrity of data
2.9. Transition all new technologies to business as usual, and support post go live
3. Call, incident and change management
3.1. Adherence to processes and standards to meet internal and external customers
service delivery expectations
3.2. Ensure infrastructure delivery adheres to service management principles - ITIL
led; configuration management, problem management, change management,
release and version control
3.3. IT Change management within the organisation, assessing suitability, value for
money, impact and risk.
3.4. Input into all infrastructure changes from an IT operations perspective
3.5. Adhere to change control methods and process at all times
3.6. Managing IT risks and issues, progressing and escalating issues with
external/internal clients as required
3.7. Ensure all system documentation is current, addressing any gaps and ensuring
all change or new systems are fully documented to ITIL standards
4. Implementations of new systems and change to existing
4.1. Contribute expertise and knowledge to all project activity, resulting in successful
conclusion to all undertaken. Deliver infrastructure projects on time and to
budget ensuring projects are communicated, tested, and fit for purpose, utilising
external suppliers and internal teams
4.2. Follow industry standard methodologies for Projects, including creation of
relevant plans and reports for various audiences. Utilise control methods,
managing both stage boundaries, and product delivery
4.3. Contribute towards continual process analysis; review of existing business and
operational processes to drive efficiency
4.4. Review existing functionality for areas of improvement
5. Deliver in line with the IT strategy
5.1. Deliver highly-available solutions effectively and efficiently, based on the IT
Strategy
6. Consistently comply with Citizen Advice Scotland standards and procedures
6.1. Ensure full compliance with CAS naming conventions and standards
6.2. Review and propose updated standards and procedures
7. Demonstrate excellent team work and customer service behaviours
7.1. Take personal responsibility for using feedback and coaching from your line
manager to demonstrate excellent team work and customer service behaviours
This list of accountabilities is not intended to be exhaustive and will be subject to review. The
Job Incumbent may be required to carry out other duties as and when required.
AUTHORITIES AND LIMITATIONS
1. Deputise for Service Desk Manager on matters concerning Bureaux systems or
technical support during periods of absence or as required
2. Authorise site visits when required
3. Authorise use of IT pool car
4. Liaise with service providers, suppliers and contractors to ensure continuity of service
5. Specify requirements for replacement or new system equipment, liaise with suppliers
to gain quotations and prepare comparative report for Service Desk Manager/Head
of IT
PROBLEM SOLVING
1. Support all Bureaux and Citizen Advice Scotland staff and volunteers with reported
issues, log all calls on helpdesk software, monitor and report on issues
2. Monitor, maintain and co-ordinate Citizen Advice Scotland system communication
links such as fibre and SDSL leased lines, ADSL links, VPN links, secure
communications to Bureaux
3. Monitor and resolve hardware and software issues for Citizen Advice Scotland and
Bureaux users (servers, workstations, routers, communications links, telephony,
structured cabling, wireless networking, annexes)
4. Ensure technical amendments and regular service requests are documented and
stored in the knowledge base
5. Work with the Service Desk Manager and Head of IT on suitable and appropriate
research and development projects CAS and Bureaux
6. Work logically and methodically, planning workload and responding accordingly
PERSON SPECIFICATION
Essential
Qualifications and Attainments
1. Microsoft Certified Systems Engineer (MCSE) Server Infrastructure & MCSE
Communications or equivalent, with strong demonstrable experience of working
within a dynamic cross functional technical role.
Knowledge and Experience
2. Two years’ post MCSE qualifying experience of supporting and maintaining a large
Microsoft environment in a dynamic IT department
3. Strong experience of server virtualisation within Hyper-V
4. Strong experience of storage technologies specifically IBM, along with other SAN,
fibre, raid iSCSI and tiered storage technologies
5. Strong experience of creating and deploying server environments and build images
6. Experience working with ITIL procedures and practices
7. Experience working with Linux, Ubuntu, CentOS
8. Excellent knowledge of networking technologies and server/workstation architecture
9. Excellent knowledge of Microsoft System Administration and of managing Microsoft
Exchange, Lync and SQL Server
10. Ability to analyse and resolve complex technical problems
11. Ability to prioritise technical problems and manage a varied workload
12. Excellent verbal and written communication skills, including experience of explaining
complex problems to non-IT audiences in a clear and unambiguous manner.
13. Experience of working and negotiating with third parties to ensure delivery and
continuity of service
Additional Requirements
14. Experience working within a helpdesk environment, with an ability to troubleshoot a
number of technical issues concurrently
15. Experience of call allocation and incident management within a helpdesk
environment
16. Experience in supporting a diverse customer base
17. Ability to work as part of a team or individually
18. Ability to work well under pressure in the event of a major support incident
19. Full, clean driving licence
Desirable
Qualifications and Attainments
1. Microsoft Certified Systems Engineer Private Cloud
2. Degree in Information Technology, Computer Science or closely related discipline
3. ITIL V3 Foundation
Knowledge and Experience
4. Experience in a large scale private cloud environment
5. Experience of hardware & software deployment as part of a managed project
6. Experience in and / or understanding of the voluntary sector
Additional Requirements
7. Requirement to travel within Scotland, and possibly the rest of the UK, involving work
out with normal office hours and overnight stays