Senior Helpdesk Operator

Education Authority; Armagh; On-site; GBP 25,000 - 35,000; Full time

Job summary

The Education Authority seeks an ICT Senior Helpdesk Operator to offer efficient technical support for staff within the ICT Support team. This role involves supervising staff, managing support tasks, and ensuring smooth operation of ICT systems across various platforms.

Benefits

Equal Opportunities Employer

Qualifications

• One year's demonstrable experience in an ICT Help desk support environment.
• Ability to work as a team and engage with stakeholders at all levels.
• Demonstrable experience in the use of Microsoft Office suite.

Responsibilities

• Provide ICT technical support to Education Authority staff.
• Supervise the work of staff to ensure effective service delivery.
• Assist in the delivery of ICT services in a specific functional area.

Skills

Technical knowledge of Windows 10 or higher

Ability to support devices across a range of platforms

Excellent Customer Service skills

Education

NVQ level 3, BTEC National or two ‘A’ levels or equivalent

Job description

JOB DESCRIPTION

REPORTS TO: Senior Technical Support Officer (AO)

RESPONSIBLE FOR: EA Technical Support Lead

May have supervisory responsibilities for up to 5 members of staff or may organise and manage a specialised area of work.

Key Purpose of Role

The postholder is an ICT Senior Helpdesk Operator with responsibility for the provision of an efficient and effective ICT technical support helpline service within the ICT Support team, to provide IT technical support to Education Authority (EA) staff. The postholder will also provide support to the Technical Support officers in the development and implementation of ICT systems to support EA business requirements.

The Senior Helpdesk Operators will provide end user support on the following services:

• Support of EA client computers including laptops, desktops, mobile devices on a variety of platforms i.e. Windows, Apple, Android
• Microsoft office 2013 and above including 365 and accompanying suite of client applications
• Microsoft Active Directory
• AntiVirus Protection software
• License Management
• Support and management of team documentation and procedures
• Reporting associated with the support of IT services
• Service Desk Support
• Unified Communications support incl. Video conferencing and Ms Teams

• Mobile telephony support incl. tech. support, Ms. Intune & App mgmt.
• Local Deployment and Disposal of IT equipment
• Project support including EA device refresh programmes
• School Meals Kitchen Support
• Unified communications
• IP Telephony support incl. phone number mgmt. IP operational procedures, Hunt Group mgmt. Cisco Jabber support
• Print Management support
• Operations Management
• Microsoft Exchange support incl. Ac Management, mailbox management
• Criminal Justice Secure eMail (CJSM) Ac mgmt. & support
• Mail filtering Support
• Web Filtering Support

This generic job description is intended to provide an outline of the areas of support that the postholder will be expected to undertake across a number of functional areas within ICT Support. Although the postholder may be assigned to a specific functional area on appointment in view of the nature of work the postholder may be required to undertake duties in other functional areas to cover peak periods of work or vacancies.

an advisor in a specialist role the post holder will be required to solve problems within a designated area and will provide a significant level of specialist support and advice involving a functional area of work which may require qualifications and or experience in a professional or technical discipline.

MAIN DUTIES AND RESPONSIBILITIES

Main Activity Areas:

Supervision of Staff and Service Delivery
Technical & System Support
Operational
Training
Administrative
Health & Safety duties and responsibilities

Staff Supervision and Service Delivery

• Supervise the work of staff to ensure effective service delivery in an assigned area of ICT Support as required.
  
• Plan, organise and prioritise work to ensure timely completion of tasks and deadlines met.
  
• Allocate work, check quality and quantity of work and monitor performance as required.
  
• Train or ensure the effective training of staff in the conditions of service, procedures, processes and information systems.

Technical & System Support

• Assist in the delivery of ICT services in a specific functional area.
  
• Assist with the setting up, operation, and maintenance of ICT systems and related peripherals in Education Authority main buildings, and out centres
• Assist with the development and maintenance of the ICT Service unit’s Service Desk system. Involves monitoring fault levels, assisting in the co-ordination of problem solving and change management issues, fault allocation, escalation, and reporting, to ensure a high level of support is provided to all Education Authority users.
• Supervise/monitor, or when necessary, carry out routine preventative maintenance on all hardware.
  
• Test software and give evaluation for Technical Support Officers
  
• General administration, advice and guidance relating to ICT Support related to the services listed.
  
• Provide general and specific advice, guidance and support to schools, line managers and staff on a range of issues
  
• Providing advice and support to fellow Senior Helpdesk Operators as required.
  
• Tracking and monitoring the progress of areas of support to ensure that service provided in line with agreed key performance indicators and customer needs.
  
• Liaising with Senior Technical Support Officer on any issues that arise.
  
• Install hardware/software products.
  
• Contribute to review of administrative systems and procedures to ensure records are accurate and comprehensive and to improve service delivery.
  
• Participate in ad hoc projects to include collating and analysing information to assist and support the work of senior managers.
  
• Responsible for ensuring computerised information system is maintained in accordance with agreed procedures.
  
• Effective communication with the rest of ICT Support Services users regarding any changes to services related to their area.

Operational

• Responsible for regular and systematic back-ups of relevant systems on the network and standalone ICT systems in the Education Authority.
  
• Schedule, Supervise, Monitor and where necessary Undertake Operational Tasks on the behalf of user departments and external bodies.
  
• Ensure that the high level of security demanded by the BACSTEL system is met.
  
• Ensure that daily Security Copies of the Board’s Critical Systems are performed and that the accompanying register is maintained, undertake such tasks when necessary.
  
• Ensure that the security levels and health and safety measures within the Operations Room are maintained.
  
• Monitor systems to ensure most efficient operation.

Training

• Assist Education Authority personnel with the operation of a variety of hardware and related software.
  
• To participate in programmes of technical training and the production and testing of related documentation.
• Provide advice to Education Authority personnel on software packages commonly used in the Education Authority.
  
• Formulate procedure documents to guide Education Authority personnel in the use of ICT hardware and software.
  
• As required train staff, in all tasks associated with the post

Administrative

• Contribute to the maintenance of a device and application inventory.
  
• Undertake administration duties as required.
  
• Liaise with various external maintenance contractors

Health & Safety duties and responsibilities

• Understand the Health & Safety responsibilities of Managers & Employees within EA.
  
• Ensure that employees fulfil their responsibilities as outlined in the EA policies and programmes. – Fire drills, risk assessments, Accident reporting etc.
  
• Implement personnel management policies to ensure that everyone in the team is aware of his/her responsibilities.
  
• Forster a workplace safety culture in which employees and their managers work together to ensure workplace safety

Other Responsibilities

• Comply with the Authority’s policy on Data Protection (in particular processing sensitive personal information)
  
• Comply with the Authority’s Equal Opportunities Policy, relevant Codes of Employment and Practice and other relevant legislation. In accordance with relevant equality legislation and EA policies on diversity in the workplace the post-holder is expected to promote good relations and pay due regard to equality of opportunity in carrying out their duties.
  
• Undertake other related duties within the grade and competence of the post-holder as required.
  
• The post holder may also be required to work outside normal office hours on occasions.

This job description will be subject to review in light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.

In accordance with Section 75 of the Northern Ireland Act (1998), the post-holder is expected to promote good relations, equality of opportunity and pay due regard for equality legislation at all times.

To view the summary of terms and conditions for this post, click here.

PERSON SPECIFICATION

NOTES TO JOB APPLICANTS

1. You must clearly demonstrate on your application form under each question, how, and to what extent you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria, where relevant.

2. You must demonstrate how you meet the criteria by the closing date for applications, unless the criteria state otherwise.

3. The stage in the process when the criteria will be measured is outlined in the table below.

4. Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form.

5. Please note that the Selection Panel reserves the right to shortlist only those applicants that it believes most strongly meet the criteria for the role.

6. In the event of an excessive number of applications, the Selection Panel also reserves the right to apply any desirable criteria as outlined in Section 3 at shortlisting, in which case these will be applied in the order listed. It is important therefore that you also clearly demonstrate on your application form on how you meet any desirable criteria.

Section 1 - Essential Criteria

The following are essential criteria which will initially be measured at the shortlisting stage and whichmay also be further explored during the interview/selection stage.You should therefore make it clear on your application form how, and to what extent you meet these criteria. Failure to do so may result in you not being shortlisted.

Factor Essential Criteria Method of Assessment Qualifications/
Experience

Hold NVQ level 3, BTEC National or two ‘A’ levels or equivalent or higher examination qualifications and have one years’ demonstrable experience in the use of computers in an ICT Help desk support environment

OR

have two years’ demonstrable experience in the use of computers in an ICT Help desk support environment

Demonstrable experience in the use of Microsoft office suite

Shortlisting by Application Form

Skills/
Abilities

Ability to support devices across a range of platforms including Windows & Android in a network environment

Ability to work as a team and engage with stakeholders at all levels within the organisation

Ability to plan and organise work and work to deadlines

Shortlisting by Application Form

Knowledge

Technical knowledge of Windows 10 or higher, Windows networking as well as Microsoft Office applications

Knowledge of Microsoft Exchange for email purposes

Shortlisting by Application Form

Other
The successful candidate will be required:

to have access to a suitable vehicle (appropriately maintained and insured for Education Authority business) that will enable them to carry out the mobility requirements of the post in an efficient and effective manner and thus meet this essential criterion;

OR

be able to provide sufficient information on the application form that will satisfy the employer that he/she has access to an appropriate alternative form of transport that will enable them to carry out the mobility requirements of the post in an efficient and effective manner and thus meet this essential criterion.

Shortlisting by Application Form

Section 2 - Essential Criteria

The following are additional essential criteria which will be measured during the interview/selection stage in line with EA’s Game Changing People Model.

Factor Essential Criteria Method of Assessment Knowledge

Demonstrable knowledge of supporting systems and applications with a focus on customer experience

Interview

Skills/
Abilities

In line with EA’s Game Changing People Model we will look for evidence of:

Ability to communicate clearly with the stakeholders to fully understand the issues

Ability to successfully manage multi-priorities in a fast-paced and changing environment

Ability to adapt to changing technologies

Ability to work independently and with initiative

Excellent Customer Service skills

Interview

Values Orientation
Evidence of how your experience and approach to work reflect EA’s ethos and values. You will find information about our Values here .

Interview

Section 3 - Desirable Criteria

Some or all of the desirable criteria may be applied by the Selection Panel in order to determine a manageable pool of candidates. Desirable criteria will be applied in the order listed. You should make it clear on your application form how, and to what extent you meet the desirable criteria, as failure to do so may result in you not being shortlisted.

Factor Desirable Criteria Method of Assessment Knowledge Demonstrable understanding of working within an IT Helpdesk environment

Shortlisting by Application Form

Our Values

Through the selection process we will also seek evidence that the personal values of candidates align with those of the EA. This will include evidence of commitment to equality and excellence in service delivery. These reflect our aim which is to meet the needs of all our children and young people equally, removing barriers to learning and ensuring equality of access to excellent education services so that every child can develop to his or her full potential.

DISCLOSURE OF CRIMINAL BACKGROUND

The Safeguarding Vulnerable Groups (Northern Ireland) Order 2007 defines working directly with children or young people or in specified places as ‘regulated activity’.

In the event that you are recommended for appointed to a post that involves ‘regulated activity’, the Education Authority will be required to undertake an Enhanced Disclosure of Criminal Background.Please note that youWILLbe expected to meet the cost of an Enhanced Disclosure Certificate. Details of how to make payment will be sent to you at the pre-employment stage.

Further information can be accessed atNI Director theDepartment of Justice.

APPLICANT GUIDANCE NOTES

To view the applicant guidance notes, please click here .

To learn about the many great benefits of joining the Education Authority, click here

The Education Authority is an Equal Opportunities Employer.