Job Description -

Applications Support
•Receives and logs requests for support from help desk, other service delivery staff and/or users.
•Prioritises requests in accordance with agreed criteria and the needs of the organisation.
•Within a broad area of competence, investigates problems and other requests for support and determines appropriate actions to take.
•Within own area of competence, provides correct responses to requests for support by means of for example: making system modifications, developing work-arounds or site-specific enhancements, manipulating data, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers.
•Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
Change Management
•Assists with the production of schedules of requests for change (RFCs) for managing changes to the live infrastructure.
•Logs requests for change (RFCs) on the change management database, ensuring accuracy and consistency of data.
•Progresses status of changes with service departments to ensure data is current.
•Contacts clients/users (for whom change management service is provided) to raise queries and provide information.
•Maintains the client/user database.
•Interrogates the client/user database to produce reports for bodies that review changes, such as change advisory boards (CABs), and for clients and management.
•Circulates change documentation to a defined distribution of clients/users.

Computer Operations
•Carries out the full range of defined tasks associated with operating and controlling the installed hardware and software. This may involve the use of multiple hardware and software platforms.
•Supervises and gives instruction to less experienced colleagues in all aspects of current and correct operational practice. Delegates responsibility for carrying out specific tasks to individuals as appropriate. Ensures that all tasks and procedures are carried out effectively and efficiently to agreed levels of service or specific requirements of service level agreements.
•Uses available software or specialist monitoring tools to maintain awareness and control of the hardware and software. Identifies and rectifies a broad range of operational exceptions and error conditions and deals sensibly and responsibly with unexpected or extraordinary events or incidents. Where these actions necessitate modification, restriction or complete removal of resources or services available, communicates with users, specialists and others, using appropriate methods, to inform and escalate if necessary.
•Responds to enquiries by users, specialists or others and is able to deal effectively with a broad range of problems of moderate complexity, only escalating those which need specialist or management attention.

Help Desk
•Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls. Ensures log entries of user contacts provide a corpus of knowledge for the resolution of subsequent faults and problems.
•Ensures that requests for assistance are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
•Ensures adherence to escalation procedures. Responds to escalated, complex and high impact user calls in a timely fashion.

Hardware/Software Installation
•Responds to instructions or follows agreed plans to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation); finds the necessary items and checks that these are as described in the instructions or plans.
•Installs or removes hardware and/or software, using supplied installation instructions and tools; follows agreed standards, including where appropriate those for electrical work. Agrees the timing of the work with those affected, e.g. users, operations management.
•Conducts tests of the hardware and/or software affected using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Documents results in accordance with agreed procedures.
•Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
•Helps to resolve problems (e.g. poor performance) and faults (e.g. system failure) occurring in the operation of hardware and software - especially those requiring greater installation expertise.
•Provides specialist guidance and advice to less experienced colleagues.

User Support
•Provides detailed personal advice and guidance to all users in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations.
•Assists users in making more effective use of desk-top systems, products and services, investigating complex problem situations to diagnose underlying causes and helping users to recover or continue operation.
•For all requests that cannot be resolved, provides an effective interface between users and service providers supplying all necessary diagnostic information, according to established procedures. Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily.
•Proposes, discusses and evaluates potential solutions with service providers and implements agreed field modifications or workarounds as directed.


Job Requirements -

Essential Requirements:
•A+ +N+
•AD admin experience
•Exchange Admin Experience
•Service desk experience 3-5 years

Advantageous:
•MCSE
•Cisco IPT experience
•ITILV3


Education -

Senior Certificate (Grade 12)