Purpose of the Post.
•Ensure that the people of Gwynedd are at the heart of everything we do. 
•Member of the Information Technology service desk team at Gwynedd Council.
•First line point of contact for the IT service over the phone, in written form and face to face
•Responsible for receiving, responding, escalation and resolving where possible of IT support requests that are received by the service desk.
•Updating the Information Technology software and hardware asset register 
•Advise and train staff with their use, and changes to ICT equipment and software.
•To provide the necessary skills and expertise to manage the interactions between information technology and rest of the Council throughout the lifecycle of incidents through to resolution. Resolve incidents as appropriate and manage aspects of the change, problem and configuration functions.
•Working as part of a team pro-actively identify where ICT can be applied to create business efficiencies, opportunities, and improved Customer Care.
•Be responsible for ensuring the continued operation of the Council’s ICT infrastructure. 
 
Responsibility for functions . e.g. staff, budgets, equipment
Staff:
•Provide regular education and guidance to junior members of staff.
Finance:
•Input into review of processes to identify cost efficiencies.
Data/Equipment/Software:
•Provide support for the ICT environment critical to the Council’s day-to-day operation and also to public facing applications, this includes problem analysis, resolution and problem avoidance.
•Manage resolution of incidents impacting all Council ICT systems. Typically will own incidents impacting single and multiple users.
•Liaises with external vendors to resolve issues. 
 
Main Duties
Decision making, organisation and innovation:
•Receive telephone calls and emails from Council staff regarding incidents.
•Classify, document, escalate, resolve (where appropriate) the incident.
•Work on a rota basis to service the Council’s Help Desk which is open daily from 08:00 to 17:00 (Monday to Friday)
•Provide innovation and efficiencies as to how ICT can create business efficiencies, improve customer care or create new opportunities within own function and within projects currently working on.
•Manage own highly complex and technical workload using the IT’s call management system to ensure service level targets are achieved.
•Provide technical assistance in certain areas to others in the team.
•Input into decision making process in terms of product and supplier selection.
•Input into policies and procedures, may be required to document them.
•Make decisions on best way to resolve issue which may impact multiple users.
•Contribute to ensure that performance targets and improvement measures are achieved or surpassed.
•Input into the business planning process and the IT strategy. 
Communication:
•Deal with large volumes of calls, often under great pressure to deal with calls that report issues that are potentially preventing large numbers of users from doing their jobs (on occasion entire departments/the whole Council).
•Ability to deal sympathetically with internal staff who are distressed as a system has failed.
•Manage customer expectations.
•Provide concise updates to users on the status of their incident.
•Excellent communication skills in order to communicate with users from across the Council to management level.
•Clearly document and understand incidents by questioning users.
•Provide advice and guidance to users.
•Prepare and present end-user training sessions.
•Attend and contribute to technical progress meetings on incident resolution.
•By understanding incident and resolution action plan, update senior management on incident status.
•Act as liaison point for users and others in the technology department when a change is being implemented.
Other:
•Able to problem solve in multiple areas of expertise.
•Able to use approved tools and techniques. 
•Able to solve procedural tasks but broad knowledge of technology and ability to think innovatively means non-standard incidents can be resolved.
•Able to produce reports to track status of incidents
•Able to work on multiple tasks in parallel.
•Able to analyse trends and identify re-occurring problems. 
•Responsible for identifying and owning risks in line with the ICT risk management framework.
•Will occasionally need to attend off-site training to gain professional accreditations 
•Some physical work relating to lifting and shifting ICT equipment such as PC
General:
•Responsibility for self-development.
•Should be aware of technical changes and trends in a field that is forever changing and developing
•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 policy and procedures in relation to equal opportunities.
•Undertake any other similar and reasonable duties commensurate with the salary and responsibility level of the post
•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. 
 
Special Circumstances . e.g. the need to work unsociable hours, special working arrangements etc.
As the I.T function of the County operates on a 24 hour 7 day a week basis there will be a need from time to time to work unsociable hours and at weekends which will be eligible for payment in line with the County's terms and conditions of employment. Emergency call out etc will be subject to individual negotiation.