Service Desk Technician Department: Chief Operating Office Division: Modernisation and Digital Reports to: IT Service Desk Manager JE Reference: COO 024 Grade: 7 to 8

Job purpose The Service Desk Technician will operate from within the M&D Service Desk team, providing 1st level technical support and advice to GoJ customers. Providing IT support, incident management and service fulfilment via both remote and on-site service, as required, ensuring quality customer service is provided at times.

Job specific outcomes

• Providing IT support and technical advice to all GoJ customers, ensuring all incidents and

service request are addressed in a timely and efficient manner

• Investigate and gather information to monitor progress, keeping customers fully informed,

ensuring excellent customer service is maintained

• Triaging, investigating and resolving IT incidents to ensure incident management process

is adhered to

• Ensure appropriate and complete records are kept relating to access permissions in line

with policy and procedure.

• Provide advice and guidance to customers regarding corporate Information

Communication (ICT) policies and standards

• Provide advice and guidance in relation to technical matters to customers to ensure

issues are successfully resolved

• Provide advice on the availability of software and hardware technologies available to

ensure departments are aware of the products available

Statutory responsibilities Active engagement, participation, and compliance with other statutory responsibilities applicable to the role, as amended from time to time.

Person Specification

Specific to the role

ATTRIBUTES ESSENTIAL DESIRABLE

Qualifications Please state the level of education and professional qualifications and / or specific occupational training required.

Educated to at least ‘A’ level standard or equivalent

ITIL Foundation Certificate

Industry recognised professional qualifications (E.g. MCSE, VCP, CCNA or similar) are highly desirable Certified technician qualifications preferred

Knowledge This relates to the level and breadth of practical knowledge required to do the job (e.g. the understanding of a defined system, practice, method or procedure).

Knowledge and understanding of IT infrastructure

Technical / Work-based Skills This relates to the skills specific to the job, e.g. language fluency, vehicle license etc.

Strong problem-solving capabilities, with ability to deconstruct a problem and assess root cause

General Skills/Attributes This relates to more general characteristics required to do the job effectively, e.g. effective written communication skills, ability to delegate, motivation or commitment etc.

Strong customer services skills, able to gain rapport quickly and build effective and trusting working relationships with our customers Strong communication skills both written and verbal. Deliver the ability to communicate to both your team and your customers. Team player that works with and communicates well within and across our technical teams, actively prompting respect for colleagues, sharing of skills and information and building trust

amongst teams. Excellent time management skills, especially working under pressure with tight deadlines Good organisational skills and be able to schedule their work under conflicting demands Capable of applying strong analytical skills to their Role Good change management and technical risk assessment skills, apply appropriate caution and discipline

Experience This is the proven record of experience and achievement in a field, profession or specialism. This could include a minimum period of experience in a defined area of work if required by an external body (for example a period of post- qualification experience).

Customer service experience

Technical IT and operations support experience

Core Accountabilities, Attributes and Behaviour Indicators

Appointees to this role will be required to adhere to and perform their duties in line with the standards identified in the States of Jersey tier 5 core accountabilities attributes and behaviour indicators.

The standards relevant to this tier, identified in the Government of Jersey core accountabilities, attributes, and behaviour indicators, are to be attached in a separate document.