Benchmark Role Profile for IT Support Assistant Version 2.0 Last Amended: Au ust 20!

UNIVERSITY OF NOTTINGHAM RECRUITMENT ROLE PROFILE FORM

Job Title: School/De !"t#e$t: S!l!"%: Job F!#il% !$& Le'el: Co$t"!ct St!t(): Ho(") o* +o",: Loc!tio$: Re o"ti$- to:

IT Support Assistant

Technical Ser"ices Le"el #

The P(" o)e o* the Ne. Role: This post forms part of a team responsi$le for pro"idin IT support and liaison% to the &acult'. The person appointed (ill also $e e)pected to mo"e $et(een IT Support teams to pro"ide IT Support and liaison to other areas of the *ni"ersit' as necessar' and in line (ith the *ni"ersit' IS strate '. M!i$ Re) o$)ibilitie) !. Participate in the IT Support Team% pro"idin support and uidance to the &acult' at first le"el +common IT issues,% second le"el +specialist kno(led e% P- installation% implementin IT solutions, and third le"el +strate ic plannin % consultanc' and de"elopment,. .ue to the distri$uted nature of the sector% local campus IT Support staff and staff from other teams are colla$orated (ith on occasion. Pro"ide feed$ack to the line mana er to constantl' assess/monitor the impact of the ser"ices pro"ided $' the IT Support Team and recommend or su est chan es for ser"ice impro"ement. Pro"ide specialist first% second and third le"el IT support ser"ices for student computer resource areas in the role0holder1s *ni"ersit' sector. Procurement of IT e2uipment 3 P-1s% ser"ers and laptops in line (ith IS strate ' to meet school1s needs. Procurement of soft(are for the school and its deplo'ment and support. Assist (ith the mana ement of strate ic file and print +6et7are 8% 7indo(s 200#, and e0mail ser"ers +9)chan e Ser"er 200#, for the *ni"ersit' sector and ensure a consistent 2ualit' of ser"ice e. . username creation and administration% net(orked printin ser"ices. / ti#e e" %e!" 245

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Benchmark Role Profile for IT Support Assistant Version 2.0 Last Amended: Au ust 20!2

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Liaise (ith and discuss current issues (ith other IT Support Teams% $oth (ithin IS and Schools% to ensure and share $est practice and to contri$ute to polic' and plannin . Re ular team meetin s (ith IS team to discuss current IT issues and their resolution. Assist other Information Ser"ices IT Support Assistants and pro"ide co"er (hen necessar' to ensure a consistent 2ualit' of ser"ice across the *ni"ersit'. IT liaison $et(een the *ni"ersit' sector and specialist sections (ithin Information Ser"ices. Assist (ith the pro"ision of specialist third le"el IT support +strate ic plannin % consultanc' ; de"elopment, to m' *ni"ersit' sector e. . Ppurchasin % liaison (ith outside parties such as IT/maintenance "endors. Liaisin (ith IS teams and suppliers on technical issues% e. . specification of la$ P-1s. Procurement of soft(are and its installation $oth locall' and "ia the net(ork. IS and supplier/technical support liaison for soft(are issues e. . installation of soft(are in a 6et7are en"ironment. .e"elop a particular area of e)pertise and de"elop personal technical skills. <aintain a $road kno(led e of all de"elopments in the rapidl' chan in discipline of IT throu h stud' and e)perimentation. -ontri$ute to the de"elopment of leadin ed e technolo ies. 9nsure accurate completion of documentation% records and reports +e. . Support07orks% in"entor', to ensure 2ualit' information pro"ision. To maintain the schools in"entor' and also act as soft(are license coordinator for campus $ased a reements as (ell as assist in other soft(are licensin throu hout the school. To produce instructions and uides for staff and students. Pro"ide tailored IT skills trainin to staff and students. Produce "arious uides/instructions for staff and students on ho( to complete tasks e. . accessin email% ho( 7indo(s users can connect to *ni) s'stems from their P- in the correct manner. Pro"ide trainin sessions on specific areas of (ork sometimes usin uides produced as a $asis for this. An' other duties appropriate to the role and le"el.

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Benchmark Role Profile for IT Support Assistant Version 2.0 Last Amended: Au ust 20!2

0$o.le&-e1 S,ill)1 2(!li*ic!tio$) 3 E4 e"ie$ce E))e$ti!l ?6.% or e2ui"alent in IT or allied su$@ects and (ork e)perience in a rele"ant role. OR Pro"en track record in a similar role. Trou$leshootin and pro$lem resolution skills de"eloped in a (ork place en"ironment 0 minimum 40 net(orked P-s/users 0 includin : <icrosoft Bffice Suite. 7indo(s desktop operatin s'stems. *se of 777. -lient/ser"er email s'stems. P-/net(ork/ser"er connecti"it'. *se% support and deplo'ment of: <icrosoft Bffice applications. Bther P- $ased applications. 90mail/e0messa in s'stems. Internet applications. P- hard(are. Bther IT hard(are and peripherals. Soft(are installation and deli"er' tools. Pro"idin face0to0face support to a (ide ran e of users and a$ilities across all le"els and areas of an or anisation. 9)cellent team (orkin skills. 9)cellent oral and (ritten communication skills. 9)cellent or anisational skills and the a$ilit' to prioritise (ork under pressure. A$ilit' to communicate (ith people at all le"els. An a$ilit' to rapidl' ain ne( technical IT skills 2uickl' in a rapidl' chan in en"ironment. Positi"e approach to customer care. A$ilit' to effecti"el' mana e o(n time and (ork on o(n initiati"e. 9)cellent telephone manner. De)i"!ble An' industr' standard 2ualifications includin <-S9% -omptia AA etc.

2(!li*ic!tio$)/ E&(c!tio$

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Trou$leshootin and pro$lem resolution skills in: Butlook/9)chan e Ser"er 200#. 7indo(s ser"er 2k series. Acti"e .irector'. 6on07indo(s operatin s'stems +e. . Linu)/*ni)/<acintosh BSC, Dno(led e of the principles of ITIL or (ork in an en"ironment (here ITIL has $een adopted. Ser"er support/admin. Virus detectin soft(are. .ata Protection Issues. 9lectrical safet' checkin procedures. Ima in and clonin of P-s. ?ealth and Safet' issues. IT Securit' issues.

E4 e"ie$ce

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&le)i$le approach to duties. Broad interest in IT. Presentation skills.

Benchmark Role Profile for IT Support Assistant Version 2.0 Last Amended: Au ust 20!2

Deci)io$ M!,i$i5 t!,e$ i$&e e$&e$tl% b% the "ole hol&e"6 .a'0to0da' decisions for constant impro"ement of (ork practices and procedures in o(n (ork area. Prioritise re2uests from m' *ni"ersit' sector for IT support. Assi n (ork to other mem$ers of the team or School IT support teams. Ad"isin *ni"ersit' staff on specifications for ne( P-s or IT e2uipment. Proacti"el' offer IT/IS ad"ice and support to the *ni"ersit' sector. Pro@ect de"elopment decisions relatin to IT solutions in the *ni"ersit' sector. .iscretionar' technical decisions for local IT solutions and interpretation of the *ni"ersit' IS Strate '% ho(e"er this is not standard practice and due to the di"erse nature of IT deli"er' it is preferred to (ork in colla$oration (ith others. Purchases of e2uipment that is the current standard and for (hich a $ud et has $een allocated. ii5 t!,e$ i$ coll!bo"!tio$ .ith othe")6 In emer encies% and in the a$sence of ke' collea ues% take decisions a$out makin chan es to resol"e pro$lems that are ha"in a ma@or impact on ser"ices% in"ol"in actions that in turn ma'% themsel"es% ha"e a ma@or impact. This is the standard practice since takin decisions independentl' is often counter0producti"e to a coherent IT ser"ice. iii5 "e*e""e& to the ! "o "i!te li$e #!$!-e" b% the "ole hol&e"7 .ecisions (ith financial or political conse2uences to the *ni"ersit'. -omple) or critical IT support issues. -ases of IT/6et(ork a$use. Strate ic ad"ice to m' *ni"ersit' sector. Local technical IT solutions that ma' ha"e (ider resource implications for Information Ser"ices or else(here in the *ni"ersit'. A&&itio$!l I$*o"#!tio$: The IT Support Section pro"ides a distri$uted technical IT support ser"ice for the *ni"ersit' communit'% on all campuses% in line (ith the *ni"ersit' IS Strate '. The section defines the *ni"ersit' IT support policies and processes to pro"ide a *ni"ersit'0(ide IT support ser"ice. Staff in the section liaise $et(een Schools and specialist sections (ithin IS% discuss and a ree (ith senior School mana ement their o(n IT strate ' and its implementation% and a ree (ide0reachin technical solutions to IT re2uirements in Schools.