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3 months ago
Overall Objectives:
To manage the day-to-day workload issued to you by your line manager ensuring that your internal customer is kept updated of progress.
In addition, you should demonstrate a proactively helpful attitude towards others within the business and when they need assistance be prepared to help in a willing and positive manner.
To ensure that you immediately escalate any issues to your line manager and be proactive in the provision of excellent customer service at all times.
Core Skills:
You must strive to be a willing and valued member of your team by:
- Supporting your fellow team members in a spirit of mutual co-operation.
- Completing the work that you have been given in an accurate and timely fashion.
- Following the company processes/procedures for the overall benefit of the team.
- Being open and helpful towards your line managers and fellow employees
Key Tasks Development:
- Defines site objectives by analysing user requirements; envisioning system features and functionality.
- Recommends system solutions by comparing advantages and disadvantages of custom development and purchase alternatives.
- Perform the work as you have been directed by your line managers.
- Follows any processes that have been outlined by your team or the company.
- Supports users by developing documentation and assistance tools.
- Updates job knowledge by researching new internet/intranet technologies and software products; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organisations.
- Ensure that any IT task that can perform global or high risk changes are signed off by relevant team heads before committing the work.
- To recognise when issues need to be escalated to your line manager in a timely and informative way, ensuing you provide the appropriate level of detailed information.
Key Tasks Support:
- Performing the daily checks assigned to you to ensure that all systems are working as expected.
- Make the team aware of any issues that cannot be fixed quickly and escalate as appropriate.
- Ensure the ticket owners are kept updated as to the status of their tickets.
- Escalate any issues arising from the helpdesk tickets to our line managers/
- Develop supporting documentation for the overall enefit of the team
- Support the testing effort of new features by designing test plans.
Key Tasks General:
- To ensure that you maintain an organised and well communicated work in progress system both electronically and hard copy paperwork, in order that in your absence matters can be delegated and managed in an organised manner.
- To answer the telephone for both internal and external calls.
- Ensure your working environment and equipment (PC, telephone, printer, etc) are kept in good order.
- To manage workload by prioritising and asking for help and support as and when necessary.
- To be aware of your colleague's workloads and if you have available time, offer to help with their workload.
