Job Description
Assistant VITM and Service Desk
Supervisor placement student
Job Title:
Description
Assistant VITM and Service Desk Supervisor
placement student
You will fulfill both the Assistant Venue IT Manager and the Service Desk
Supervisor roles during different phases in the Olympic IT project.
Both roles are venue based (Competition or non-Competition venue) and are key
in the planning, implementation and support of the IT for the Olympics.
The Assistant Venue IT Manager is working with the VITM and the venue IT team
to produce the venue IT plan. During the implementation phase, the AVITM will
work with the IT team to implement the Venue IT solution for the Olympics.
During the Games, the AVITM will be part of the support team to support the IT
for the Olympics.
The Service Desk Supervisor is responsible for coordinating the IT support team
during Games. The Supervisor will ensure that the right personnel are assigned
to solving IT issues and will ensure all issues are solved within the Service Level
Agreement. Also the Supervisor will escalate high severity issues to the VITM and
the Technology Operations Centre.
What you will
learn
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What you will
do
Key Tasks for the AVITM:
 Work closely with the Venue IT Manager to ensure that the venue IT plan can
be properly implemented.
 Assist on the production and implementation of the venue IT plan.
 Assist on the validation of design layouts of the venue IT infrastructure.
 Work closely with all IT suppliers to ensure their commitments for the
implementation at the venue are in sync with what has been requested.
 Help the VITM to deploy/decommission the IT equipment at the venue.
 Keep the IT Equipment Management tool up to date.
 Strictly adhere to IT Implementation policies and procedures.
 Undertake all tasks allocated by the VITM.
 Assist the VITM on any training to be delivered at the venue.
 Act as VITM when the VITM is not on site.
 Adhere to all IT policies and procedures.
How to manage an IT implementation project.
How to manage IT support.
How IT operates for the Olympics.
Key Tasks for the Service Desk Supervisor
 Manage the successful operation of the Venue Technology Service Desk.
 Supervise the level of service provided in the venue in comparison with the
16 September 2010
© Atos Origin SAE, 2010
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M55195851-1.1 SFR
Job Description
Assistant VITM and Service Desk
Supervisor placement student
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What is
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approved SLA (Service Level Agreement).
Supervise the service desk team. When necessary, allocate skilled staff to the
incident location to resolve reported incidents.
Provide advice and guidance to the venue service desk team.
Communicate all high severity incidents to the VITM and to the Service Desk
Manager based in the Technology Operations Centre.
Provide regular updates to the VITM when working on incidents in accordance
with the severity of the situation.
Escalate any issue related with the support to the VITM and, when relevant, to
the Venue Telecom Manager
Ensure that the Incident Management Policy as well as any relevant service
desk policy and procedure are followed by all team members.
Ensure periodic equipment checks are carried out by the technicians.
Ensure accuracy of the data stored in the ITSM (IT Service Management)
tool.
Undertake all tasks allocated by the VITM.
During operational period complete the End of Day report for the VITM on a
daily basis.
Excellent customer services skills.
Excellent communication and presentation skills.
Good project management skills.
Ability to accept a high level of responsibility and accountability.
Knowledge of PC hardware, software, network and peripheral devices.
Ability to work well under pressure.
Ability to multi-task is essential.
Ability to work in a multicultural environment.
Fluent in English.
Knowledge of service desk operations is an advantage.
Knowledge of IT Service Management systems is an advantage.
Knowledge of PC (client and server) hardware, peripheral devices and basic
network
Knowledge of Microsoft Operating System and Microsoft Office products.
Ability to lead teams effectively.
Ability to understand problems, prioritize them and devise effective solutions.
Duration
 Starting date: April / May / July 2012 (depending on the role and the venue)
End date: August 2012, end of the games
16 September 2010
© Atos Origin SAE, 2010
Page 2/3
M55195851-1.1 SFR
Job Description
Assistant VITM and Service Desk
Supervisor placement student
Conditions
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16 September 2010
© Atos Origin SAE, 2010
Annual Based Salary (gross): 21 000 GBP
Accommodation is not included
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M55195851-1.1 SFR