Ict Service Desk Administrator

6 months ago

Llantrisant, United Kingdom South Wales Fire and Rescue Service Full time

**JOB DESCRIPTION**

**Department
Information Communications Technology

**Post
ICT Service Desk Administrator

**Post No
NU211

**Grade
Grade 5

**Location
South Wales Fire & Rescue Service Headquarters

**Responsible to
ICT Service Manager

**Responsibility for**
**Physical Resources**

ICT Equipment

**This job description refers to the main purpose and responsibilities of**
**the post. It does not necessarily list in detail all the tasks required to**
**carry out these responsibilities. This job description will be reviewed as**
**and when necessary to ensure that it meets the Service’s business**
**requirements.
**MAIN PURPOSE OF THE POST**

To provide the Service Desk operational administrative functions; to be the
first point of contact for the ICT Department, providing accurate information
allowing the prompt resolution of issues and undertaking procurement and
budgetary administration to ensure prompt processing and payment of
invoices for those in contact, or interacting with the ICT Department.**
**DUTIES AND RESPONSIBILITIES**

1. To operate a computerised service desk system, ensuring the
recording of all required information in an accurate and detailed
manner, to assist in the prompt resolution of issues for the users of
South Wales Fire & Rescue Service ICT systems.

2. To provide a first point of contact between Fire & Rescue Service staff
and external contractors as appropriate in relation to the Service Desk
operational support, administration, and procurement functions.

3. To assist in the prompt resolution of issues for the users of South
Wales Fire & Rescue Service ICT systems.

4. To assist as part of a team in the continued use of policies,
procedures, and processes consistent with industry best practices
associated with the provision of the Service Desk operational support,
administration, and procurement functions.

5. To provide administrative support for setting up user accounts,
permissions, and passwords and to ensure levels of user operational
access are available as required.

6. To ensure accurate information is provided for escalation of calls from
1st Line to 2nd line support. To maintain relevant, accurate records and
documentation as appropriate.

7. To provide first line support and guidance where appropriate for
Service Desk functions relating to faults and requests.

8. To assists in the maintenance, and accurate recording of ICT
hardware and software within the Service Desk Asset Inventory and
promote software licence compliance.

9. To provide accurate quotes, process indents, orders, invoices and
virements for the procurement of all ICT revenue and capital
purchases including entry onto computerised finance systems within
Public Sector Guidelines and Frameworks

10. To provide administrative support to the ICT Department to assist in
meeting the needs of the Service.

11. To promote the correct use and versions of software in accordance
with the ICT Systems Encyclopaedia.

12. To assist as part of a Team to promote the correct disposal and
provide accurate recording of redundant equipment disposals within
the Waste Electrical and Electronic Equipment Directive and
Hazardous Waste Regulations.

13. To assist as part of a team in maintaining the physical and data
security of the South Wales Fire & Rescue Services’ systems. To
report illegal access and promote adequate security protection for
business and personal information for GDPR and relevant legislation.

14. To assist as part of a team to promote South Wales Fire & Rescue
Service’s ICT Strategy

**STANDARD SERVICE REQUIREMENTS
- To attend in-house and external training courses as required.
- Any other duties commensurate with the grade and post.
- To co-operate fully with any scheme or pilot scheme that shall be

introduced within the department or across the Service.
- To implement the principles of the Service’s Equal Opportunities and

Diversity Policies and Welsh Language Schemes whilst carrying out
the above duties.
- To adhere to Health & Safety Legislation/Relevant Service Policies and

Procedures and to take reasonable care for the health and safety of
yourself and other persons who may be adversely affected by your
acts/omissions.
**ORGANISATIONAL VALUES**

In performing the above role, all employees of the Service are required to
observe and promote the Service’s Core Values to be, at all times:

- Professional
- Caring
- Respectful
- Dedicated
- Trustworthy
- Dynamic
- Disciplined
- Resilient

All documentation is available in both English and in Welsh and we welcome
communication in either language.

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