Ref No:
IT06
Job Title:
Service Support Analyst
Department:
Information Technology
Section/Division:
Business Support
Reports To:
IT Service Team Leader
Grade:
C/D
Date:
06/02/2015
Job Purpose:
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To assist the IT Service Team Leader in the support of SPT's technology users and
stakeholders and also to provide technical support of SPT information technology
systems.
To work to plan as agreed with the IT Service Team Leader although you will be
expected to be able to carry out work and tasks on your own initiative.
To work to standards and procedures for the day-to-day support of SPT's technology
and users and to advise on any problems and possible improvements.
To ensure that adequate backup and recovery procedures are in place for Computer
Systems equipment and software to the appropriate standards and procedures.
To assist with the management and planning of the day to day support operation in
line with the Service Model and SLAs, including the provision of a Virtual Service
Desk function, to the appropriate requirements, standards and procedures. .As
required provide first line support on the service desk
To provide IT support coverage 07:30 to 17:30 as scheduled by the IT Service Team
Leader.
To monitor and maintain the security of SPT IT systems architecture and ensure
configuration control in accordance with best practice and appropriate procedures
(ISO 270001).
To assist with the implementation of SPT security solutions and ensure the security
of SPT IT systems in accordance with best practice and appropriate standards (ISO
27001).
To carry out the above functions in accordance with business needs while
maintaining strong customer focus. This means a more customer centric role in
terms of dealing with their problems, issues and needs. It means managing them at
their first point of contact in as polite, effective and equitable manner as possible. It
means being flexible yet following standards. It means making contact and keeping in
contact. It means managing and guiding them right through their experience with the
IT Department.
Key Responsibilities:
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To support, advise and train users and stakeholders
of IT systems including user account creation and
management.
Version 01 – 06/02/2015
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Responsible for the day-to-day support of SPT IT
users and other stakeholders and technical support
of SPT's Computer Systems
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To assist with the management, planning, reporting,
implementation, testing and maintenance of IT
projects and tasks to the appropriate standards and
procedures. Where appropriate and agreed with the
Service Team Leader, you shall take the lead role on
projects and tasks.
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To maintain, support and upgrade all existing IT
equipment and software at SPT to the appropriate
standards and procedures.
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To support and advise the users of SPT computer
equipment and software.
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To deliver support in line with the Service Model and
agreed SLAs in place.
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To provide Service Desk cover on a basis defined by
the IT Service Team Leader including working to best
practises as defined in ITIL v3.
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To maintain asset and configuration control of the
hardware and software in accordance with the
appropriate procedures.
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To develop and implement adequate backup and
recovery procedures for Computer Systems
equipment and software to the appropriate industry
standards.
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Liaise with internal and external stakeholders and
suppliers to fulfil technology and security compliance
requirements.
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To assist with the provision and maintenance of a
secure and robust environment for all IT systems at
all times to the appropriate standards and
procedures.
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To work collaboratively, effectively, efficiently and
cooperatively with other members of the IT
department, other SPT staff, customers and third
parties to deliver the best possible IT service.
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To provide advice and assistance to the IT Manager
primarily on all Computer Systems equipment and
security matters.
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To ensure that all user guides and IT-related
electronic information is accurate and
comprehensive.
Note: This job description is only an outline of the main services
to be delivered and the key responsibilities in respect of this post
and may be altered with appropriate consultation and agreement
Version 01 – 06/02/2015
to reflect the changing needs for the service.
General Duties:
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SPT has a detailed Health & Safety Policy, a copy of
which is available from the Intranet. Employees are
expected to read this policy and take all necessary steps
to comply. It is a condition of employment that the
employee works safely, having regard to themselves and
those around them. The employee must also comply
with all SPT procedures and practices from time to time
relating to health and safety matters.
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Employees will be expected to undertake any reasonable
request.
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Employees are expected to work collaboratively with
colleagues and ensure effective teamwork.
Authorisation:
Authorised By: _____________________________________
Date: _______________
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