SEEMiS - Helpdesk/Acceptance-Into-Service Administrator

Helpdesk/Acceptance-Into-Service Administrator

Service: SEEMiS Group LLP
Job family: Customer Support
Grade: Grade 1 Level 4
Location: SEEMiS Group LLP, Hamilton

Overall purpose

Purpose of the job:

As a member of the Helpdesk, you will provide frontline first level support for all SEEMiS applications to end users in schools and at Local Authority level.

Carrying out Acceptance into Service testing of applications pre-release and updating documentation.

Main accountabilities of the job:

  • Provide direct helpdesk support via online community.
  • Triage and prioritise assigned helpdesk support cases.
  • Make decisions on need to redirect case to second line development support as required.
  • Escalate to line manager when problem case identified.
  • Carry out Acceptance-Into-Service testing of new applications and enhancements to current functionality to ensure release of high-quality products.
  • Apply testing from a user’s perspective and appropriately challenge application functionality as required.

Job specific competencies

Knowledge and experience - Level 2-3

  • Takes full responsibility for decisions/solutions relating to specified tasks or projects.
  • Ensures job knowledge, skills and awareness are up to date and is able to demonstrate continuous professional development.
  • Ensures familiarity with SEEMiS systems and standards is maintained.
  • Reports significant issues to Helpdesk Manager in a timely manner.

Communication - Level 2-3

  • Is able to demonstrate effective oral and written communication ability covering all routine activity and contacts.
  • Contributes to team objectives by participating in discussion and offering suggestions and/or guidance.

Decision making and judgement - Level 2-3

  • Ability to make decisions in a timely manner.
  • Uses sound judgement and draws on experience to make decisions.
  • Seeks the advice of others when required to facilitate the decision-making process.
  • Takes responsibility for making decisions.

Problem solving and analysis - Level 2-3

  • Ability to identify the underlying cause of a problem.
  • Considers options before deciding a solution.
  • Ensures solution resolves problem.
  • Ability to analyse relationships among a few parts of a problem and determine the root cause.
  • Observes discrepancies, trends and inter-relationships of a problem and is able to establish corrective action.
  • Takes follow up action to ensure there is not a recurrence.

Achieving results - Level 2-3

  • Clearly understands the relationships of delivering services to meet SEEMiS goals and objectives and how SEEMiS supports the achievement of education MIS objectives.
  • Uses initiative and makes time available to ensure competencies and specialisations are kept up to date.
  • Uses available tools in such a way as to meet targets of cost, time, quality and performance.

Core competencies

Personal initiative and drive - Level 2-3

  • Within work and time restraints, is able to plan, schedule and monitor own work competently.
  • Operates within a self-management environment but within a clear accountability framework.
  • Demonstrates a systematic, disciplined and analytical approach to problem solving.

Equal opportunities - Level 2

  • Demonstrates and supports fair and ethical behaviour (for example, ensures objective gathering of facts regardless of personal views or background; where required, keeps information confidential).
  • Maintains an open approach with others, whilst taking account of and having respect for, individual differences such as age, ethnicity, gender, religious beliefs, social background, disability, sexual orientation and physical appearance.
  • Proactively challenges unacceptable behaviour that is inconsistent with SEEMiS values and policies.
  • Is aware of what could be considered barriers to fair and accessible services and participates in developing initiatives to overcome these.

Customer care - Level 2-3

  • Responds to colleagues and customer needs; keeps them informed of relevant changes; distributes helpful information.
  • Ability to implement agreed improvements to services.
  • Exercises discretion and deals with confidential issues in an appropriate manner.

Co-operating with others - Level 2-3

  • Working with others to identify requirements.
  • Contributes positively to both formal and informal teams when dealing with colleagues, clients, customers and suppliers.

Working safely - Level 2

  • Ensures own work area is in good / safe condition and takes action as appropriate to reduce / minimise risks to self and others, reporting issues where necessary.
  • Undertakes any Health and Safety Training relevant to them.
  • Wears protective equipment and clothing where required.
  • Keeps line manager and colleagues informed of incidents and changing circumstances.