JOB DESCRIPTION AND OBJECTIVES

JOB TITLE  1ST LINE SUPPORT ANALYST
DEPARTMENT IT
REPORTS TO  NETWORK MANAGER

NATURE AND SCOPE OF JOB

To provide 1st line support and helpdesk cover in the use of the RFU Desktop IT systems.

KEY RELATIONSHIPS

The post reports directly to the Network Manager, and requires a professional approach be taken when working with all departments of the RFU, its sister companies and affiliated bodies.

RESPONSIBILITIES

1 Resolve problems encountered by users at a desktop level escalating.

2 Maintain the RFU Helpdesk system, including accepting and responding to calls when the Helpdesk assistant is unavailable.

3 Instigate the changing of tapes of the RFU backup system.

4 Preparation and delivery of equipment.

5 Installation of new software and hardware.

6 Document support and installation procedures.

7 Completion on a daily basis of the Daily tasks spreadsheet – Escalating to 2nd line support if required.

ACCOUNTABILITIES

The job holder is accountable for:

1 Timely resolution of problems.

2 Taking ownership of problems through to their resolution.

The Job Holder is not responsible for:

1. Installation or problem solving of any Server applications or Telephony system.

LIMITS OF AUTHORITY

1 Signatory Powers for Contracts and Agreements: No authority.

2 Capital Expenditure Authorisation: No authority.

3 Cheque Signatory Powers: No authority.

4 Raising or Authorisation of Purchase Orders: No authority

SIGNED

Line Manager___________________________________________ Date___________________

Jobholder      ___________________________________________ Date___________________

PERSON SPECIFICATION

JOB TITLE  1ST LINE SUPPORT ANALYST
DEPARTMENT IT
REPORTS TO  NETWORK MANAGER

QUALIFICATIONS:
No essential qualifications, although a business related vocational qualification will be valued.

REQUIRED EXPERIENCE:
• Must have credible support experience, preferably within a small team. 
• Must have experience of supporting the infrastructure implemented within the RFU including, but not limited to the following:
• Windows 2000/2003 in an Active directory environment
• Excellent knowledge of Microsoft office software from XP and onwards
• Extensive  knowledge of Windows XP desktop operating system
• Ethernet/TCPIP and RDP protocols
• Terminal emulation
• PC/Server hardware
• PC desktop imaging software
• Mobile device installation and configuration

BACKGROUND: 
Personal circumstances must allow the candidate to work extended hours during times of peak activity, some weekends during the operating season and availability to play a full part in employee social events.

SKILLS & PERSONAL ATTRIBUTES:
• Must demonstrate the highest professional standards of operation and service.
• Must present a highly professional image when representing the Company in person or by phone, and command the respect of others.
• Must be “customer service” driven, with a very strong orientation towards serving the needs of others.
• Must have a generally outgoing personality and enjoy social interaction.
• Must be a confident communicator, able to converse with a wide range of people both on the phone and in person.
• Must demonstrate a thorough approach to work, showing attention to detail and an ability to work accurately.
• Must be to organise him/herself effectively and use time efficiently.
• Must be a highly motivated individual possessing good time management skills.
• Must have the ability to work on one’s own, taking initiative when resolving problems.
• Must be an effective team member, demonstrating a desire to help colleagues and a willingness to take on roles outside his/her normal functional responsibility when required.
• Must have the stamina and perseverance to cope with heavy workloads and sometimes complex issues.

TERMS AND BENEFITS

JOB TITLE  1ST LINE SUPPORT ANALYST
GRADE  2
DEPARTMENT IT
REPORTS TO  NETWORK MANAGER

SALARY:   £17,000 to £19,000 per annum
    
PAY FREQUENCY:  Monthly

HOURS OF WORK:  37 hours per week. Plus additional as required.
    9.00 am to 5.30 pm (Monday to Thursday)
    9.00 am to 5.00pm (Friday)
    1 hour rest break

NOTICE ENTITLEMENT: 1 month  

BENEFITS:

HOLIDAYS: 25 days per annum, plus 8 public holidays
 Rises to 30 days per annum, plus public holidays after 10 years service. 

PENSION: Contributory scheme. Eligible to join after 3 months service.
 Contributions age under 25 - 2% employee 4% company
 Contributions age 25 - 34 - 3% employee 6% company
 Contributions age 35 - 44 - 4% employee 8% company
 Contributions age 45+- 5% employee 10% company

LIFE ASSURANCE: 4 times salary

SICK PAY: Up to 13 weeks per annum at base salary

PERMANENT HEALTH
INSURANCE: 50% of base salary in event of permanent disability preventing work

PRIVATE HEALTH CARE: Group health scheme. 50% employer subsidy

EMPLOYEE ASSISTANCE PROGRAMME

FITNESS CENTRE: Free use of National Fitness Centre in Stadium

STAFF DISCOUNT: Discounts off merchandise in The Rugby Store 

LIFESTYLE BENEFITS: Discount purchase schemes on wide range of products and services

INTERNATIONAL
MATCH TICKETS: Privileged purchase of tickets to major internationals (currently 2)