ICT Service Desk Technician

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Recruitment Information

ICT Service Desk Technician

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ICT Service Desk Technician (NMS21/70) £23,412 - £25,263 per annum plus membership of Civil Service pension scheme

You will play a key role in our ICT Operations Team providing day to day support to users across the Museum. You will receive requests for support, manage our Service Desk recording system and provide first and second line support to resolve faults appropriately and quickly.

You must have at least an HNC level qualification in a computer related subject area, or equivalent work experience, together with experience of working in an ICT team with Service Desk Software and within the framework of a Service Level Agreement.

It is vital that you have up to date knowledge of ICT technologies including Microsoft operating systems and Office 365 applications as well as knowledge of Microsoft Desktop Technologies, to MCP standard or equivalent. Experience of Topdesk service desk would be beneficial as would knowledge of Cisco and Apple Mac systems.

Experience of working with outside contractors and service providers is important as is experience of producing technical documentation. A strong customer focus and strong communication skills are key to the success of this role as is your ability to plan and organise your workload to meet the demands of our customers.

You will periodically provide a week-end and public holiday on-call support service within a rota.

Details of this post and all our vacancies can be viewed on www.nms.ac.uk For further information and an application pack, please telephone 0131 247 4094 (answerphone) or email [email protected], stating NMS21/70. Downloadable documents are available from www.nms.ac.uk. Closing date for completed applications is Friday 10 December 2021. The selection event for this post is 17 December 2021. National Museums Scotland is committed to being an Equal Opportunities Employer. We are keen that our workforce profile reflects the diversity of our visitors and audiences. Therefore, all jobs at National Museums Scotland are open to everyone and we encourage applicants from all backgrounds, irrespective of sex, gender identity, race, disability, religion or belief, sexual orientation or age. We welcome candidates who think they have the required skills and can make a contribution in this key role. You are provided with a job description and person specification for further detail about the post. To apply visit www.nms.ac.uk. The closing date for completed applications is Please note that CVs are not considered as part of applications and will not be forwarded to the shortlisting process.

Find out more about National Museums Scotland and our range of employee benefits.

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JOB DESCRIPTION

Post Title: ICT Service Desk Technician

Department: ICT Section: ICT Operations

Directorate: Finance, Planning & ICT Grade: 6

Hours: 37 (net)

Purpose of Post: To provide a centralised ICT Technical Support Service to all users within National Museums Scotland and to ensure that all actions relating to ICT Technical Support are recorded, controlled and managed to agreed standards.

Key Responsibilities:

▪ Provide an excellent level of customer service to ICT users across the organisation

▪ Provide day to day support of National Museums Scotland’s desktop estate including availability, recovery, access control, security, software distribution and operating system and general desktop software support, including both 1st and 2nd line support when required.

▪ Specifically, provide day to day support of key National Museums Scotland systems such as desktop PCs, printers, photocopiers, laptops, telephones and loan equipment, including both 1st and 2nd line support when required.

▪ Update and manage National Museums Scotland’s Service Desk Recording System in relation to technical support calls in order to maintain accurate call histories of faults and requests.

▪ Provide an on-call support service on a rota with other ICT operational staff.

▪ Liaise as required with ICT staff to ensure the overall delivery of service as required within the department service plan.

▪ To be committed to good health & safety and access practice and ensure familiarity with National Museums Scotland health & safety and access policies, procedures and guidelines.

Expected Outcomes:

▪ Resolution of user problems within agreed targets and managed service levels.

▪ Documentation of all applied solutions in the ICT Service Desk.

Reports To: ICT Operations Manager

Facts and Figures: Budget: None Staff Managed: None Indirect Staff Managed: None Other: None

Thinking Skills (Judgments / Decisions Made):

▪ Ability to prioritise allocated tasks in order to maximise delivery of technical support to users.

▪ Ability to troubleshoot and problem-solve in order to rectify ICT problems.

▪ Decisions on when external support is required to provide support on ICT problems.

Communication and Contact: Internal:

▪ Liaise with ICT colleagues on technical and support requirements.

▪ Provide 1st and 2nd line support and feedback to National Museums Scotland users, covering phone when required.

▪ Able to communicate technical material to non-technical personnel.

External:

▪ Liaise with external companies for technical support.

▪ Be aware of customers and visitors when working in public areas of National Museums Scotland.

Most Challenging Parts of the Job:

▪ To ensure that all allocated tasks are responded to and requests processed within agreed timescales.

▪ To react quickly and provide solutions to ICT problems.

▪ To develop and update skills, acquiring techniques for network-based support.

Other Requirements, e.g. Multi-site Working, On Call, etc:

▪ Required to continuously update skills and acquire new techniques and knowledge keeping pace with rapid ICT development.

▪ Required to participate in an on call rota for weekends.

PERSON SPECIFICATION

Post Title: ICT Technician

Department: ICT

Section: ICT Operations

Directorate: Finance & Planning Grade: 6

Hours: 37

Knowledge Essential or desirable

Evidence assessed by

Qualification (i.e. to HNC or HND level) or equivalent work experience in a computer related discipline.

Essential Certificate/ Application

Up to date knowledge of ICT Technologies, including operating systems and desktop applications.

Essential Application/ Selection Event

Knowledge of Microsoft Desktop Technologies, to MCP standard or equivalent.

Essential Certificate/ Application

Knowledge of Cisco Technologies. Desirable Certificate/ Application

Knowledge of IP Telephony Technologies and implementations.

Desirable Application/ Selection Event

Knowledge of Service Desk functionality. Essential Application/ Selection Event

Skills Essential or desirable


Able to describe complex technical information to non-technical audience.


Able to solve technical problems and provide technological solutions or recommendations.


Experience Essential or desirable


Experience working in a support role within an ICT team and working within the confines of SLAs.


Experience of producing technical documentation.


Experience of working with outside contractors and service providers.


Experience of managing and supporting IP Telephony.


Experience of working with Service Desk software.


Experience of prioritising support according to customer needs and business impact.


National Museums Scotland has a Competency Framework with six competencies. Individuals for this job are expected to demonstrate competence in the following five; these will be assessed from the Application Form, and, if you are invited to attend, at the Selection Event.

Competency Level Detail

Building Relationships Works effectively and professionally as part of their team and co-operates with others across the organisation; collaborates and networks externally for specific outcomes and projects; forms partnerships, nationally and internationally for mutual benefit.

2 Collaborates with others

• Understands other National Museums Scotland departments and priorities and how these relate to their own area of work.

• Promotes and raises awareness of own role and department, internally or externally.

• Encourages co-operation between, people, departments, sites and directorates.

• Considers and sees different perspectives on issues, between people, across departments or organisations for mutual benefit.

• Works with external stakeholders and organisations to deliver our objectives.

Communicating & Engaging Uses communication and interpersonal skills flexibly across all channels of communication, to engage, influence, persuade and negotiate ensuring a shared understanding and commitment to act.

2 Engages and Influences others

• Communicates regularly, accurately, timely and appropriately.

• Facilitates two – way communication, encouraging dialogue and exchange both throughout and outwith the organisation.

• Adapts own style of communication to suit different people’s needs.

• Demonstrates empathy and understanding in all communications.

• Confidently influences others, rather than manipulating or imposing ideas.

Focussing on your Customers Places the customer at the heart of what they do, engages, listens and

2 Is proactive in understanding customer needs

• Requests and receives feedback from customers in a constructive and positive way.

responds to deliver exemplary service, creating an outstanding experience; supporting a culture of service excellence, both internally and externally.

• Anticipates customer concerns and reactions; and pre-empts these by addressing them upfront

• Is able to assess quickly what a customer wants and gets straight to their needs.

• Offers a ‘bespoke’ service and solution to the customer, meeting any special requirements.

• Responds, calmly, tactfully and firmly when dealing with difficult situations to resolve the issue.

Improving & Innovating Builds personal, professional and organisational capability by keeping up-to-date, being creative, sharing ideas, taking risks, looking inside and out to continuously improve National Museums Scotland.

1 Develops personally and professionally

• Thinks flexibly, open to, accepts and adapts to new or different ideas.

• Uses initiative and imagination to make constructive suggestions for improvements and innovations.

• Challenges status quo, existing norms and unacceptable behaviour constructively – “the way we do things around here

• Willing to learn, build up knowledge and keep up to date with advances and issues in their own area of work and within National Museums Scotland.

• Positively responds to feedback, learning from experience and mistakes.

Planning for Success Ensures effective delivery and completion by realistically planning and prioritising tasks and managing workload; develops and manages plans, programmes and projects, in consultation with stakeholders and within existing priorities, people resources and budgets.

1 Follows plans and delivers

• Demonstrates a ‘can-do’ attitude and strives for the best performance.

• Actively seeks ways to save costs, resources and time.

• Is proactive in seeking help or information when required to get the job done.

• Quickly adapts to changing plans and priorities.

• Delivers work to quality, specification and deadline.

General Information – ICT Service Desk Technician Salary The salary range is £23,412 to £25,263 per annum. Salary on appointment will be subject to qualifications and experience and will normally be within the bottom quarter of the pay range. Pay, including pay progression, is reviewed in negotiation with the recognised trade unions, with an annual settlement date of 1 April. Where an internal candidate successful applies for a post which is the same grade as their current post, they will transfer to the new post on the same salary with pay progression as normal. Hours Normally a five-day week of 37 hours, excluding lunch breaks. Normal hours of attendance are Monday to Thursday 08:30 to 17:00, Friday 08:30 to 16:30. As an alternative, a flexible working system is in operation. Location This post is based at National Museum of Scotland, Chambers Street, Edinburgh with travel to other Museum sites as required. Duration of Appointment This is a permanent post. Probation New employees are on probation for a period of six months from date of appointment. Pre-employment Checks/Eligibility to Work in the UK Any offer of employment will be made subject to:

• receipt of references which are satisfactory to National Museums Scotland and cover the full three-year period prior to the date of appointment.

• a Basic Disclosure Scotland check, the result of which must be satisfactory to National Museums Scotland. The cost will be refunded.

• completion of a health declaration form, which is satisfactory to National Museums Scotland. • Receipt of documentation confirming eligibility to work in the UK.

This post does not fulfil the UK immigration requirements for sponsorship so National Museums Scotland are not able to provide sponsorship under the Skilled Worker route. Selection Process We use competency based selection process. If you are invited to a selection event you will be asked to participate in activities that will enable us to assess your performance against our Competency Framework. Details of our competencies can be found in the Person Specification.

Documents

ICT Service Desk Technician