DSR Support Desk Officer required 35 hours a week, Home based in the Northwest, Temporary 12 months - Liverpool
Alternative Futures Group Liverpool
About The Role
To ensure all calls are logged on the support desk system.
To talk colleagues through a series of actions, over the telephone or remotely via Team Viewer to resolve issues.
Providing advice / guidance in the use of dashboards and reports.
To provide excellent operational advice to staff on how to adhere to AFG’s policies and procedures when implemented.
To ensure all support calls are logged on the support desk and responded to in a professional timely manner in accordance with SLA’s.
To escalate any potential 2nd line technical issues to relevant members of the ICT team or external vendors as and when required
To identify trends in the support calls and develop documentation to address these most-often reported problems and issues.
To publish support documentation/knowledge, articles, FAQ’s to assist staff with issue resolution.
To ensure that the service desk is covered at all times within agreed working hours.
To produce a weekly service desk report highlighting call trends.
To liaise with the training team where there are clear trends that could be addressed through further training.
To escalate any issues with ‘Walk Me’ software to the learning team.
To notify management of increasing trends, unusual activity or repeated activity that need to be resolved as a matter of urgency.
To escalate any identified ways of working that are non-compliant to policy to the Head of Operations.
To actively promote the DSR system across the organisation.
Leading and promoting initiatives that support our organisational aim to be socially and environmentally responsible.
Leading and supporting initiatives/projects that promote AFG as a digitally enabled organisation.
Establishing, maintaining and developing professional working relationships with colleagues and external partners.
Contributing generally to the development of quality services.
Upholding the values, mission and vision of AFG at all times.
Adhering to AFG policies and procedures and to operate within the law at all times.
Demonstrating continuous professional development, encouraging others to do the same and to operate within the AFG performance management framework.
Working with Corporate teams effectively to ensure the best outcome for the people supported.
Complying with Equality and Diversity policy.
Complying with Code of Conduct.
Working flexibly in accordance with organisational need.
Travelling within the operational and business area of AFG.
Experience of delivering high quality customer support within a busy environment.
Ability to communicate to end users without using technical jargon.
Experience of delivering service excellence to all internal and external customers.
Skills in the use of Microsoft office applications.
Excellent communication and interpersonal skills, acting with tact and diplomacy.
Good analytical and decision making skills.
Excellent organisational and time management skills, with an ability to prioritise conflicting demands.
Excellent computer literacy and technical systems aptitude.
Problem solving and troubleshooting
Technical & Systems aptitude.
Positive “can do” attitude generating enthusiasm amongst others.
Takes personal responsibility and holds others to account.
Is able to inspire others with their passion and enthusiasm.
Demonstrates honesty and integrity and demonstrates through their behaviors the organisational values.
Ability to work proactively.
Ability to work calmly under pressure.
Ability to demonstrate excellent customer care.
Can identify the actions necessary to complete a task and obtain results.
Can respond to and integrate change without personal resistance.
Job Title
DSR Support Desk Officer
Division / Function
IT
Reports To:
Head of IT
Responsible For:
No direct reports
Job Purpose
The key objectives of this role are to:
The job holder will serve as an ambassador of our new Digital Support Record system to all end users, easing the management of change and adoption of the new system and associated operational practices across the organisation.
To have main responsibility for resolving support calls and updating end users on the progress towards issue resolution.
Dimensions
No Direct ReportsKey Result Areas
To support all staff in their operation and use of the new Digital Support Record.To ensure all calls are logged on the support desk system.
To talk colleagues through a series of actions, over the telephone or remotely via Team Viewer to resolve issues.
Providing advice / guidance in the use of dashboards and reports.
To provide excellent operational advice to staff on how to adhere to AFG’s policies and procedures when implemented.
To ensure all support calls are logged on the support desk and responded to in a professional timely manner in accordance with SLA’s.
To escalate any potential 2nd line technical issues to relevant members of the ICT team or external vendors as and when required
To identify trends in the support calls and develop documentation to address these most-often reported problems and issues.
To publish support documentation/knowledge, articles, FAQ’s to assist staff with issue resolution.
To ensure that the service desk is covered at all times within agreed working hours.
To produce a weekly service desk report highlighting call trends.
To liaise with the training team where there are clear trends that could be addressed through further training.
To escalate any issues with ‘Walk Me’ software to the learning team.
To notify management of increasing trends, unusual activity or repeated activity that need to be resolved as a matter of urgency.
To escalate any identified ways of working that are non-compliant to policy to the Head of Operations.
To actively promote the DSR system across the organisation.
Responsibilities common to all employees
Demonstrating good judgment and sound decision making by reflecting an appropriate situational awareness, understanding of context and making informed choice when reaching decisions.Leading and promoting initiatives that support our organisational aim to be socially and environmentally responsible.
Leading and supporting initiatives/projects that promote AFG as a digitally enabled organisation.
Establishing, maintaining and developing professional working relationships with colleagues and external partners.
Contributing generally to the development of quality services.
Upholding the values, mission and vision of AFG at all times.
Adhering to AFG policies and procedures and to operate within the law at all times.
Demonstrating continuous professional development, encouraging others to do the same and to operate within the AFG performance management framework.
Working with Corporate teams effectively to ensure the best outcome for the people supported.
Complying with Equality and Diversity policy.
Complying with Code of Conduct.
Working flexibly in accordance with organisational need.
Travelling within the operational and business area of AFG.
Acting with integrity, transparency and openness at all times.
Please only apply if you meet the below requirements:
Person Specification - Essential Criteria
Skills and KnowledgeExperience of delivering high quality customer support within a busy environment.
Ability to communicate to end users without using technical jargon.
Experience of delivering service excellence to all internal and external customers.
Skills in the use of Microsoft office applications.
Excellent communication and interpersonal skills, acting with tact and diplomacy.
Good analytical and decision making skills.
Excellent organisational and time management skills, with an ability to prioritise conflicting demands.
Excellent computer literacy and technical systems aptitude.
Problem solving and troubleshooting
Ability to work as part of a team and independently.
Values and AttitudesTechnical & Systems aptitude.
Positive “can do” attitude generating enthusiasm amongst others.
Takes personal responsibility and holds others to account.
Is able to inspire others with their passion and enthusiasm.
Demonstrates honesty and integrity and demonstrates through their behaviors the organisational values.
Embraces change, viewing it as an opportunity to learn and develop.
Accurate and methodical in approach to workAbility to work proactively.
Ability to work calmly under pressure.
Ability to demonstrate excellent customer care.
Can identify the actions necessary to complete a task and obtain results.
Can respond to and integrate change without personal resistance.
This role is home based and involves travel within the north west of England, we will only accept applications from residents of the north west.
With our extended flexible working options you can also choose to work a 9 day fortnight or a 4.5 day week, supporting our employees with their work life balance.
This role is Band I as per our structure.
Alternative Futures GroupCrewe, 33 mi from Liverpool
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