Job Description and Person Specification
(HR5)
Job Description
School/
Department:
iSolutions
Post Title:
IT Service Delivery Specialist
Please enter
Level under
appropriate
Career Pathway
ERE
TAE
MSA
CAO
Clinical
3
Academic Posts
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(mixed)
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Teaching
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Enterprise
Education Development
Posts Responsible to (and
Level):
NETSCC IT Service Delivery Development Officer (level 4),
NETSCC IT Business Intelligence Analyst (level 4)
Posts Responsible for (and
Level):
No staff management responsibility
Job Purpose:
To provide frontline support to NETSCC by resolving specialist NETSCC IT/Service requests and
incidents through remote access and/or desk side support within the agreed service level targets.
To expand and develop the skills and techniques necessary to support the diverse range of
services provided to the University Community by iSolutions and NETSCC IT, including the new
NETSCC MIS based on Altum Easygrants, and to offer support to colleagues less technically able to
resolve customer queries.
Key Accountabilities/Primary Responsibilities
Planning
To advise the NETSCC IT Service Delivery Manager and Line Manager(s) on resourcing requirements
to ensure that service standards in IT service delivery are maintained.
Taking account of common themes and trends of incidents, to identify to NETSCC and iSolutions
areas requiring further investigation to understand the route causes and potential
recommendations on resolving these.
To follow a time management strategy to enable planning and scheduling of work load to be
conducted efficiently.
Operational
To implement, configure, and maintain specialist software tools, applications, equipment and
resources in the area of ICT and associated support services.
1
To provide risk assessments and ensure that equipment is installed in compliance with safety
standards and that the same level of compliance is maintained in all subsequent maintenance
work.
To support use of the software tools, applications, equipment and/or resources with the provision
of documentation, support and training materials as appropriate, with particular reference to the
NETSCC MIS.
To provide advice and assist customers in obtaining the maximum benefit from University and
NETSCC ICT systems and services, including the gathering hardware and software requirements,
timely resolution of reported incidents and problems and delivery of support services in
conformance with iSolutions quality management standards.
To configure and demonstrate the use of all supported ICT Hardware supplied as standard in
compliance with the iSolutions Hardware Provision Policy, internal NETSCC SLA and iSolutions SLT
agreed targets.
To manage incidents referred on by the Service Desk through to resolution or referral to specialist
services, providing remote and desk side support as necessary and ensuring full and detailed
worklog entries in ESS.
In collaboration with the IT Service Delivery Development Officer, identify areas of improvement to
the service in general and to ones personal development to ensure the business benefits from a
high standard of service.
To be flexible in supporting all Service Delivery requirements as and when necessary.
To assist the Business Intelligence Analyst in developing queries, reports and database troubleshooting.
To undertake any other duties as required by the Director of iSolutions.
Internal & External Relationships: (with whom, nature & purpose of relationship)
The post holder will be expected to undertake the duties as part of an integrated support team
both within NETSCC IT, and as part of the wider iSolutions department, and will be expected to
adopt priorities and engage in activities which promote the effective working of the whole team.
The post holder will be expected to provide support to colleagues with less technical knowledge
and expertise in resolving incidents and service requests for customers in order to develop team
experience and transfer of knowledge in specialist areas.
The post holder will be expected to liaise with relevant members of the University and with
colleagues in other institutions and related organisations.
It is expected that the duties will be performed in the light of the relevant activities in Higher
Education generally. The post holder will be expected to be aware of the activities and initiatives
being formulated nationally within the relevant specialist area and will be expected to take part in
such activities should they be relevant to and of benefit to the work being undertaken locally.
Special Requirements:
To maintain the relevant level of professional expertise and qualifications to discharge the duties
of a professional specialist and to agree with the team manager on a relevant professional
development programme.
February 2012
2
Person Specification
Criteria
Essential
Desirable
Qualifications, Knowledge
and Experience:
Educated to a good
standard - HNC, A-level,
NVQ3 or equivalent, with
proven relevant vocational
experience
Qualification in
Computer Science
Demonstrable experience
of working in an IT support
environment
Experience in the use of
Active Directory
Practical experience in
producing technical and
procedural documentation
Experience in analysing
and troubleshooting
Windows and/or Mac
Operating Systems
Experience of working and
installing a variety of
Business Applications
Planning and Organising:
Ability to organise
programme of work and to
work independently
Ability to prioritise tasks in
accordance with team
activities, workloads and
Manager's instructions
Thoroughness, accuracy
and attention to detail
Resourcefulness in
ensuring workloads are
delivered within agreed
deadlines
Ability to follow
established working
procedures and, where
appropriate, to adjust to
changing procedures and
working practices
3
Experience working in
an environment that
uses best practice
service methodologies
such as ITIL
Customer Services
Training
Knowledge of
supporting Linux
operating system
Knowledge of SQL and
database structure
Experience of working
with Altum Easygrants
research management
software
Ability to carry out
prescribed tasks to a
set timescale but with
limited direct
supervision
How to be
assessed
Application
form,
interview
Problem Solving and
Initiative:
Ability to follow
instructions, both verbal
and written
Ability to proactively follow
problems through to
resolution
Ability to interpret
customers' 'fault'
reports and to
systematically analyse
and solve servicerelated problems
Ability to identify service
requirements for
customers
Be able to produce and
reconcile reports from
existing systems
Methodical approach to
data collection and
recording
Methodical, calm and clearthinking under pressure
Teamwork:
Experience of taking an
active part in a team,
improving efficiency by
sharing information and
knowledge and supporting
others as required.
Application
form and
interview
Ability to adapt well to
change and service
improvements
Communicating and
Influencing:
A professional, customer
orientated approach to
service
Excellent communication
skills, good spoken and
written English
Be able to contribute and
support team working,
maintaining an effective
working relationship with
colleagues
Confidence to be a first
point of contact for
enquiries from a diverse
customer base
Confident approach and
technique to deal with
queries
4
Ability to explain use
of technology to nontechnical customers in
simple, clear terms
Able to contribute
formal presentations to
team, departmental
and University
meetings
Application
form and
interview
Other Skills and
Behaviours:
Accuracy in working with
numbers
Application
form and
interview
Demonstrable keenness to
keep up with new
technologies and services
in IT support
Special Requirements:
Professional and reliable,
calm, conscious of not
taking unnecessary risks
when working with live
data on live systems and in
machine rooms
Be physically able to lift/
move equipment
February 2012
5
Ability to work outside
office hours in case of
an emergency
Job Hazard Analysis Form - Appendix to Job and Person Specification
Please tick one of the following statements:
This post is an office-based job with routine office hazards e.g. use of VDU (if ticked,
no further information needs to be supplied)
√
This post has some hazards other than routine office e.g. more than use of VDU
Please tick all those that apply, and put N/A if not applicable
Environmental Exposures
O*
Outside work
N/A
Extremes of temperature (eg fridge/ furnace)
N/A
Potential for exposure to body fluids
##
Noise (greater than 80 dba - 8 hrs twa)
##
Exposure to hazardous substances (eg solvents, liquids, dust, fumes,
biohazards). Specify Dust…………………………………………….
##
F
N/A
N/A
N/A
Frequent hand washing
N/A
Ionising radiation.
N/A
Equipment/Tools/Machines used
Food Handling
##
Driving university vehicles(e.g. car/van/LGV/PCV)
##
Use of latex gloves (note: prohibited unless specific clinical necessity)
##
Vibrating tools ( e.g. strimmers, hammer drill, lawnmowers)
##
N/A
X
N/A
N/A
Physical Abilities
Load manual handling.
X
Repetitive Crouching/Kneeling/Stooping
X
Repetitive Pulling/Pushing
X
Repetitive Lifting
X
Standing for prolonged periods
X
Repetitive Climbing i.e. steps, stools, ladders
N/A
Fine motor grips (e.g. pipetting)
N/A
Gross motor grips
N/A
Repetitive reaching below shoulder height
X
Repetitive reaching at shoulder height
X
Repetitive reaching above shoulder height
X
Psychosocial Issues
Face to face contact with public
X
Lone working
X
Shift work/night work/on call duties
##
N/A
6
C
O – Occasionally (up to 1/3 of time); F – Frequently (up to 2/3 of time); C – Constantly (more than
2/3 of time) ## denotes to HR the need for a full PEHQ to be sent to all applicants for this position.
FOR SCHOOL/SERVICE USE ONLY
ResourceLink Post Number
Which post does this job report to
RJ10002731
Is this post a Line Manager?
No
X
If yes, which posts directly report into it?
ResourceLink Post Number
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