Role Profile
Role: Services Administrator
Home team: Infrastructure Services
Purpose of role: To provide efficient, accurate and timely administration, support and
coordination for Infrastructure Services, driving efficiency in the provision of IT and office
services to the organisation.
Reports to: Infrastructure Services Manager
Deliver outcomes:
Expertise:
Establish, maintain, review and update a range of administrative processes and
documented working practices to support the operational needs of the Infrastructure
Services team and organisation, ensuring compliance with relevant legislation and
organisational guidelines. Provide support to colleagues when required and provide any
other administrative support needed for the effective running of the team.
Needs to have:
Proven organisational skills and ability to set up and maintain
administrative systems for effective and efficient running of IT and office
services.
Administer operational and project budgets across Infrastructure Services, ensuring
invoices are processed in a timely and efficient manner; assist manager with compiling
budgets and forecasts.
Administer contracts and procurement processes for all 3rd party IT providers (e.g. cloud
services, software applications, hardware supply, consultants) and office suppliers (e.g.
cleaners, utilities, stationary).
Proven knowledge of IT operations: managing, maintaining and
administering hardware and software in order to manage third party
supplier contracts for IT and office services.
Proven ability to deal with the demands of a customer-oriented role that
requires the ability to prioritise whilst remaining flexible.
Proven ability to use Excel to an advanced level for analysis, forecasting
and presentation purposes.
Record, control and administer central purchasing of IT and office consumables.
Assist Support Officers in the administration of :o The Infrastructure Service Desk for all offices to agreed SLAs;
o Technical administrative tasks, e.g. user management in Active Directory,
Office 365 Portal, Phone system and Security systems; service desk ticket
administration;
o New starters, including IT user accounts, email setup, security access cards &
fobs, phones and IT hardware;
Monitor and produce timely reports on Service Level Agreements: externally against third
party provider agreements; internally against customer SLAs;
Experience of utilising IT administration, web and intranet tools e.g.
Active Directory, Office 365 Portal, SharePoint Site Management.
Able to rapidly absorb new technical information and apply it effectively
to ensure smooth running of presentations, conference and other
meetings (via Lync and other technology).
Proven ability to communicate fluently orally and in writing and to
present technical information to both technical and non-technical
audiences.
Administer booking and distribution of pool laptops & other IT equipment.
Excellent numeric, written and verbal skills required to understand
instructions, analyse data, and communicate with colleagues or external
contacts, as required.
Provide hospitality services for meetings: set up & manage technology for meetings in the
Hub & other spaces and ensure smooth running of presentations, conference and video
meetings (via Lync and other technology) internally and with external parties.
Demonstrable ability to work effectively as part of a small team.
Co-ordinate archive and storage provision, on and offsite to ensure best value for money.
Focus of expertise:
Maintain a work schedule for the work area; ensure that time critical tasks or work cycles
are adhered to.
Develop others:
Support less experienced team members.
Advanced Excel skills, leading on analysis and forecasting.
Driving efficiency in operational processes, financial processing, and
excellent customer service for the Service Desk generally.
Ensuring external parties deliver to SLA
May have delegated authority for allocating and managing the work of other staff or
consultants.
May work with and manage volunteers including intern or placement students - train,
supervise and review their work.
Educate other staff & volunteers in how to access and make best use of core systems,
stored information and communication tools.
Supporting technology in large scale meetings and other one-off events.
Focus of development:
Developing project management and technical skills that support the
effective administrative capabilities of the team.
Building on knowledge of good information management practice,
process and technology.
Build relationships:
Communicate effectively with staff, volunteers and visitors and work flexibly within the
team.
Build working relationships with colleagues in the team, in other areas and externally, as
required, in order to give or receive information and provide advice relating to the work of
the team.
Close liaison with Finance Assistants, Support Officers, Departmental Coordinators and
others in similar roles, to share best practice, streamline internal processes and build
learning.
Represent the team, in project teams; reporting back to colleagues.
Ideas and solutions:
Use initiative to prioritise individual workload and ensure efficient service delivery.
Provide ideas and suggestions on how the team’s processes and approaches could be
streamlined to reduce administrative demand, limit resource use or increase impact.
Actively participate in the team to ensure that the team meets its objectives, to ensure the
smooth running of day to day operations and to provide input on issues relating to the
policy or direction of the team’s work.
Initiate and develop systems in the team that integrate with the wider organisational
systems and needs.
Developing organisational knowledge to know how to access relevant
information and/or people needed to provide an efficient service.
Career stage: Specialist
Levels: 1 to 3 reference 2
Other essential requirements for the role-holder:
The role holder is required to work 4 days per week (currently required to be Tuesday – Friday), and on a rota basis to ensure sufficient cover between the agreed
service desk hours. This will mean starting at 9am on some days. The role does not qualify for flexitime in this respect.
13 August 2014