Job Description :
DUTIES AND RESPONSIBILITIES: To manage and perform supervisory duties daily for the IT Desktop Support Team and ensuring procedures and processes are adhered to. Oversea desktop imaging deployment project, schedule deployment timeline batches, addressing issues and reporting to the management with based on project targets. To ensure adequate staffing levels are maintained within the Desktop Support teams at all times. To ensure jobs assigned to the Desktop support group are managed and completed within targets outlined by the SLA. To line manage and be responsible for the personal and technical development of the Desktop Support Team, including appraisals, overseeing imaging deployment process with staff and training plans. Quality checking and auditing of work carried out by the Desktop Support team and in imaging migration project. To liaise and work with members of the Service Desk, Server and Operation Support teams as well as assisting other members of staff from the Consortium. To act as a primary point of contact for escalation from a Desktop Support level in times of major system outages, supplier issues and conflict resolution with customers. To monitor and identify any trends or irregular activities on jobs logged with the Desktop Support group that could relate to potential IT issues and escalate the to IT Service Delivery Manager. To ensure that all requests from customers for assistance are handled promptly and effectively, and if necessary escalated to the appropriate level. To assist in the technical development and enhancement of customer support systems and Desktop functionality. To carry out any other duties and tasks that may be required of the post in order for the Desktop Support services to function effectively. Regularly take responsibility and or take the lead on projects/work streams related to the use of IT systems. As and when required you may be called upon to assist with other duties commensurate with the overall Oversea other related duties based on customer requirements on overall project / operations requirements. Education, Qualifications and Skills Requirements Education Degree in a related IT discipline; or HND and with relevant demonstrative work experience in service and delivery area; or with relevant expertise managing Desktop and Network operations areas. Evidence of continuing professional development through Microsoft accredited training and/or other certified technical training. Evidence of continuing professional development. ITIL Foundation or other IT certifications is a plus. Experience Minimum of 5 to 7 years of experience working in a customer focused IT support environment which has included technical problem resolution Experience of developing relationships with external agencies and organizations Experience of working within a team environment Experience of diagnosing and resolving IT related faults/issues Knowledge of Service Desk and Desktop services and a broad understanding across a wide field along with a record of applying such knowledge successfully in a variety of situations. Experience of supervising and line managing staff in an IT support environment. Knowledge Extensive knowledge of using and supporting MS Windows Operating Systems and Office products. Extensive knowledge of using, supporting, configuring and troubleshooting LANs, WANs, TCP/IP and networking configuration and components. Extensive knowledge of one or more computer system or systems. Extensive knowledge of diagnosing and resolving IT related faults/issues. Extensive knowledge of using, supporting, configuring and troubleshooting PC hardware & network configurations. Knowledge of supporting and configuring Windows Server and Exchange. Specialist knowledge of Service Desk and Desktop services and a broad understanding across a wide field along with a record of applying such knowledge successfully in a variety of situations An understanding of team dynamics, including what factors make a team work well and what can go wrong. Team experience essential - must work well in a team An in-depth understanding of the PCT's policies relating to Computer use e.g. Information Governance, Acceptable Use Policy, Data Protection Act and Freedom of Information Sufficient background to understand new computing concepts.