Purpose of the post
•Ensure that the people of Gwynedd are at the heart of everything we do.
•Member of Gwynedd Schools IT Service Desk
•The service's first point of contact by telephone, email, self-service, virtual or face-to-face
•Responsible for receiving, responding, solving and escalating applications for technical assistance.
•Record, update and own events that have been promoted to the Service Desk
•Advising teachers or school ancillary staff on the use of and/or changes to digital equipment and systems used by the school
•Have the necessary skills and expertise to analyse a problem and solve them where possible
•Continue as the customer's point of contact facilitating a resolution for the problem by other experts in the service should it not be resolved as part of the first contact
•Working as part of a team, identify where the service can be improved through the use of technology.
Responsibility for functions
Staff:
•Be prepared to advise others or train other team members about technical items.
Finance:
•Have an input into reviewing processes in order to identify a more cost-effective method of working.
Data/ Equipment / Software:
•Be aware of the standards highlighted in the Gwynedd Schools Digital Strategy
•Provide first contact support for all aspects of digital provision that are essential to the day-to-day work of schools; analysing problems, solving or avoiding them
•Occasionally, a situation may arise where it will be necessary to visit the problem directly on a site in the school
•May contribute to equipment configuration where appropriate leading to some physical work
•May be pro-actively contacting schools to inform them of changes and/or problems
•May liaise with external suppliers to resolve issues
•Lead by example by adhering to cyber security standards in all aspects of the job.
Main duties
Making decisions, organising and being innovative:
•Investigate new developments in the field of digital provision for schools as part of continuous learning advising the Digital Services Manager of the findings
•Attend training organised by the unit and contribute to conversations that measure the training needs of the service, the training can be a virtual, internal or external event
•Managing his/her relatively complex and technical workload
•Provide technical support in specific fields to others within the team
•May be asked to provide input into the decision-making process in terms of selecting suppliers and products
•May be asked to provide input to policies and procedures that he/she will possibly be required to record.
•Make decisions on the best way to resolve issues that could affect a number of users
•May contribute to performance measurement procedures by preparing data and managerial statistics for internal submission in the IT Service, or for wider reports.
Communication:
•Deal with a very large number of calls, often under huge pressure to deal with calls that inform of issues that prevent a large number of users from doing their work
•Need to be able to deal sympathetically with users that are getting in touch to report a problem or failure
•Managing customer expectations
•Provide the latest position succinctly and factually to users on the status of their problem
•Excellent communication skills in order to communicate with users across the schools, including Heads
•Diligent in the management of calls within the incident management system
•Thorough analysis of problems
•Understanding the problem and what needs to be done to resolve it or refer it to the right place in order to resolve it
•Providing advice and guidance to users.
Other:
•Ability to solve problems across several areas of expertise
•Able to use the equipment and recognised techniques
•Be able to solve standard tasks but have wide-ranging skills and knowledge to analyse and solve non-standard problems
•A confident user of a wide range of computer systems and quick to learn about new systems
•Ability to run simple reports from standard systems e.g. create a simple query in SQL
•Able to work on several tasks at the same time
•Can analyse trends and identify problems that arise time after time
•Being responsible for identifying risks and ensure that responsibility is taken for them, or escalate them for further attention
•Lead by example by operating within the Council's Cyber Security policies and elevate any cyber incident or weakness through the IT Service's reporting channels immediately.
General:
•Responsibility for self-development.
•Ensure compliance with Health and Safety rules in the workplace in accordance with the responsibilities noted in the Health and Safety at Work Act 1974 and the Council’s Health and Safety Policy.
•Operate within the Council’s policies in relation to equal opportunities and equality.
•Responsible for managing information in accordance with the Council’s information management guidelines. Ensure that personal information is treated in accordance with Data Protection legislation.
•Commitment to reducing the Council’s carbon emissions in accordance with the Carbon Management Plan, and to encourage others to act positively towards reducing the Council’s Carbon Footprint.
•Undertake any other reasonable duty which corresponds to the salary level and responsibility level of the job.
•Responsibility to report any concern or suspicion that a child or vulnerable adult is being abused.
Special circumstances
As the Council’s computer function operates on a 24 hour basis, 7 days a week, there will be an occasional need to work during unsociable hours and at weekends with pay in accordance with the Council’s Terms and Conditions of Employment. Emergency calls will be subject to a specific discussion.