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Free Job Descriptions

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"I couldn`t put it down from start to finish...Some of these stories are fascinating, some sad and some just downright funny. I thoroughly recommended it anyone whether interested in Human Resources or not!"

 

"A really funny and interesting read .... great insight into the wierd and wonderful world of HR ..."

 

"Amusing and informative. A recommended read for anyone interested in a career in Human Resources. "

 

"Entertaining reading and one that anyone in the field of HR will be vale to instantly relate too! "

 

If you want an HR text book this book is probably not for you. If you want a unique insight into some of the weird and wonderful true stories that happened during a twenty year career in Human Resources it is.

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"I couldn`t put it down from start to finish...these stories are fascinating, some sad and some just downright funny. I thoroughly recommended it whether interested in HR or not!"

Help Desk Technician Job Description-

Job Summary

Main responsibilities-Help Desk Technician Job Description

Knowledge, Skills and Abilities-Help Desk Technician Job Description

Help Desk Technician Job Description

• To support and maintain PC hardware, software and networking systems either via the telephone, email or, using remote control software, to take control of the user’s PC and resolve the problem. Ensure information is accurately captured on to ITBM and if a problem cannot be resolved via the telephone, email or using remote control software, to re-direct the call to the appropriate team.

 

1st/2nd Support

8. To support and maintain PC and peripheral hardware and software by discussing problems with customers via the telephone and advising on solutions and ensuring the problem is resolved before terminating the call.

Help Desk Technician Job Description

 

9. Ensure all organisations Laptops are encrypted, and to provide support for the encrypted equipment.

 

10. Where problems cannot be resolved via the telephone to take remote control of the user’s PC with SCCM or other software (with the user’s permission) and resolve the problem.

 

11. If a problem cannot be resolved via the telephone or using remote control software to re-direct the call to the appropriate team.

 

12. To provide this support while being aware of, and ensuring adherence to, response times as defined in the Operational Partnership Agreements.

 

 

13. When working on PCs to ensure that they are protected by up to date anti-virus software.

 

14. When working on PCs to ensure that software patches and upgrades are implemented in accordance with procedures and policies where necessary.

 

 

 

 

 

 

 

 

 

 

 

15. To ensure the integrity of customer’s data on ICT Service systems when carrying out any work on customer’s systems.

 

16. To create new user and email accounts for all ORGANISATION organisations we support on a daily basis in accordance with documented procedures, and to access file servers to create a private area for these users to save their work.

 

17. To create and maintain any email Distribution Lists, Public Folders and Address Books that are required on the email system for all ORGANISATION organisations we support.

 

18. Access fileservers on an administrative level to create new shared areas as requested by users on a daily basis. Creating and editing any login scripts that are required to access these areas.

 

19. Activate, or re-activate Blackberry’s, providing telephone or Face to face training and on going support.

 

20. Acting Local Area Administrators for ORGANISATION Mail, providing support for all ORGANISATION organisations we support within and external to our IT area.

 

Help Desk Technician Job Description

 

 

21. Create and support user access to Portwise Remote access.

 

22. To monitor the working of the service desk software and notify the Help Desk Manager of any requirements for work.

 

 

23. Where necessary, to liaise with system suppliers, or utilise other resources, e.g. the Internet, to resolve any technical problems.

24. To work on specific IT projects, e.g. Help desk upgrades, when required by the Help Desk Manager.

25. To ensure that appropriate security policies and guidelines are adhered to; to notify senior management of any security risks or issues.

 

 

 

 

 

 

 

 

 

26. To help develop and maintain system documentation, as required.

27. To help develop and maintain operational procedures, as required.

 

28. To run Help Desk reports if required by the Help Desk Manager or other Managers and present the information in an informative and user-friendly format.

29. To work closely with other teams and participate fully in departmental duties.

 

30. Retrieve and respond in a timely manner to any voicemails left out of hours, or during busy periods.

 

 

31. Provide timely and regular updates to IM&T Leads and Staff during major outages or faults in accordance with agreed process.

 

32. Assist and distribute organisation wide notifications either via or on behalf of the communications team.

33. Any other duties commensurate with the grade.

 

 

Health & Safety

It is the responsibility of all employees to work with managers to achieve a healthy and safe environment, and to take reasonable care of themselves and others.  Specific individual responsibilities for Health & Safety will be outlined under key responsibilities for the post.

 

Good understanding of Information Technology

Understanding of Microsoft PC operating systems

Understanding of IT Security issues including anti-virus measures.

Knowledge and experience of office systems, word processing, email and calendar software.

 

 

Skills

 

Working as part of a team.

Delivering to deadlines.

Excellent telephone and customer care skills

Literate and numerate.

An excellent understanding of Microsoft PC operating systems

Understanding of IT Security issues including anti-virus measures.

Knowledge and experience of office systems, word processing, email and calendar software.

Understanding of PC networking.

Able to promote the service to ICT customers

 

Flexible attitude to working

Excellent interpersonal and communications skills.

Mature attitude.

Ability to work on own initiative.

Responsive and enthusiastic.

Practical approach to problem solving.

Customer focused approach

 

 

6. When appropriate, to use pre-defined procedures and policies when dealing with customers to ensure problems are resolved consistently.

 

7. To communicate complex advice and give guidance or training to technical and non technical users where persuasive skills are required.

 

• To provide cover for the Help desk telephone between 08:00 – 18:00 hours ensuring adequate cover during lunchtimes, periods of leave or sickness, etc. ensuring that the calls are answered in a timely fashion and service levels are met.

 

• To provide cover for the Help Desk Manager in times of absence.

• Conform to roles of Help Desk Analyst as defined by ITIL and will include responsibility for ownership of incidents and requests for service.

 

• Primarily to cover core hours, although there may be a requirement to work at other sites and to provide cover outside of normal office hours

1. To provide responsive first line PC, networking and system support to ICT customers either via the telephone, email or using remote control software according to operational procedures.

2. When necessary, to promptly escalate problems to the Help Desk Manager to ensure any inconvenience to the customer is minimised and service levels are met.

 

3. To provide cover for the Help Desk telephone between 08:00 – 18:00 hours ensuring adequate cover during lunchtimes, periods of leave or sickness, etc. ensuring that the calls are answered in a timely fashion and service levels are met.

 

4. To ensure ICT asset lists are maintained and updated whenever appropriate.

5. To help monitor response times for calls and if required, escalate calls in a timely and efficient manner, liaising with other teams where necessary.