• Job Description

  Req#: 99362
  JOB DESCRIPTION REPORTS TO: Senior Technical Support Officer (AO) RESPONSIBLE FOR: EA Technical Support Lead May have supervisory responsibilities for up to 5 members of staff or may organise and manage a specialised area of work. Key Purpose of Role The postholder is an ICT Senior Helpdesk Operator with responsibility for the provision of an efficient and effective ICT technical support helpline service within the ICT Support team, to provide IT technical support to Education Authority (EA) staff. The postholder will also provide support to the Technical Support officers in the development and implementation of ICT systems to support EA business requirements. The Senior Helpdesk Operators will provide end user support on the following services: - Support of EA client computers including laptops, desktops, mobile devices on a variety of platforms i.e. Windows, Apple, Android - Microsoft office 2013 and above including 365 and accompanying suite of client applications - Microsoft Active Directory - AntiVirus Protection software - License Management - Support and management of team documentation and procedures - Reporting associated with the support of IT services - Service Desk Support - Unified Communications support incl. Video conferencing and Ms Teams - Mobile telephony support incl. tech. support, Ms. Intune & App mgmt. - Local Deployment and Disposal of IT equipment - Project support including EA device refresh programmes - School Meals Kitchen Support - Unified communications - IP Telephony support incl. phone number mgmt. IP operational procedures, Hunt Group mgmt. Cisco Jabber support - Print Management support - Operations Management - Microsoft Exchange support incl. Ac Management, mailbox management - Criminal Justice Secure eMail (CJSM) Ac mgmt. & support - Mail filtering Support - Web Filtering Support This generic job description is intended to provide an outline of the areas of support that the postholder will be expected to undertake across a number of functional areas within ICT Support. Although the postholder may be assigned to a specific functional area on appointment in view of the nature of work the postholder may be required to undertake duties in other functional areas to cover peak periods of work or vacancies. an advisor in a specialist role the post holder will be required to solve problems within a designated area and will provide a significant level of specialist support and advice involving a functional area of work which may require qualifications and or experience in a professional or technical discipline. MAIN DUTIES AND RESPONSIBILITIES Main Activity Areas: Supervision of Staff and Service Delivery Technical & System Support Operational Training Administrative Health & Safety duties and responsibilities Staff Supervision and Service Delivery - Supervise the work of staff to ensure effective service delivery in an assigned area of ICT Support as required. - Plan, organise and prioritise work to ensure timely completion of tasks and deadlines met. - Allocate work, check quality and quantity of work and monitor performance as required. - Train or ensure the effective training of staff in the conditions of service, procedures, processes and information systems. Technical & System Support - Assist in the delivery of ICT services in a specific functional area. - Assist with the setting up, operation, and maintenance of ICT systems and related peripherals in Education Authority main buildings, and out centres - Assist with the development and maintenance of the ICT Service unit’s Service Desk system. Involves monitoring fault levels, assisting in the co-ordination of problem solving and change management issues, fault allocation, escalation, and reporting, to ensure a high level of support is provided to all Education Authority users. - Supervise/monitor, or when necessary, carry out routine preventative maintenance on all hardware. - Test software and give evaluation for Technical Support Officers - General administration, advice and guidance relating to ICT Support related to the services listed. - Provide general and specific advice, guidance and support to schools, line managers and staff on a range of issues - Providing advice and support to fellow Senior Helpdesk Operators as required. - Tracking and monitoring the progress of areas of support to ensure that service provided in line with agreed key performance indicators and customer needs. - Liaising with Senior Technical Support Officer on any issues that arise. - Install hardware/software products. - Contribute to review of administrative systems and procedures to ensure records are accurate and comprehensive and to improve service delivery. - Participate in ad hoc projects to include collating and analysing information to assist and support the work of senior managers. - Responsible for ensuring computerised information system is maintained in accordance with agreed procedures. - Effective communication with the rest of ICT Support Services users regarding any changes to services related to their area. Operational - Responsible for regular and systematic back-ups of relevant systems on the network and standalone ICT systems in the Education Authority. - Schedule, Supervise, Monitor and where necessary Undertake Operational Tasks on the behalf of user departments and external bodies. - Ensure that the high level of security demanded by the BACSTEL system is met. - Ensure that daily Security Copies of the Board’s Critical Systems are performed and that the accompanying register is maintained, undertake such tasks when necessary. - Ensure that the security levels and health and safety measures within the Operations Room are maintained. - Monitor systems to ensure most efficient operation. Training - Assist Education Authority personnel with the operation of a variety of hardware and related software. - To participate in programmes of technical training and the production and testing of related documentation. - Provide advice to Education Authority personnel on software packages commonly used in the Education Authority. - Formulate procedure documents to guide Education Authority personnel in the use of ICT hardware and software. - As required train staff, in all tasks associated with the post Administrative - Contribute to the maintenance of a device and application inventory. - Undertake administration duties as required. - Liaise with various external maintenance contractors Health & Safety duties and responsibilities - Understand the Health & Safety responsibilities of Managers & Employees within EA. - Ensure that employees fulfil their responsibilities as outlined in the EA policies and programmes. – Fire drills, risk assessments, Accident reporting etc. - Implement personnel management policies to ensure that everyone in the team is aware of his/her responsibilities. - Forster a workplace safety culture in which employees and their managers work together to ensure workplace safety Other Responsibilities - Comply with the Authority’s policy on Data Protection (in particular processing sensitive personal information) - Comply with the Authority’s Equal Opportunities Policy, relevant Codes of Employment and Practice and other relevant legislation. In accordance with relevant equality legislation and EA policies on diversity in the workplace the post-holder is expected to promote good relations and pay due regard to equality of opportunity in carrying out their duties. - Undertake other related duties within the grade and competence of the post-holder as required. - The post holder may also be required to work outside normal office hours on occasions. This job description will be subject to review in light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time. In accordance with Section 75 of the Northern Ireland Act (1998), the post-holder is expected to promote good relations, equality of opportunity and pay due regard for equality legislation at all times. To view the summary of terms and conditions for this post, click here.

• About the company

  The Education Authority is a non-departmental body sponsored by the Department of Education in Northern Ireland.

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