Senior Helpdesk Support

Job Description

Job Title:  Helpdesk Support Senior

Duration: 24 Months

Experience: 7+ Years 

Location: Longford Hybrid working Model (minimum 1 day per week 

onsite in IPS HQ Longford). This may be subject to change.

Job Summary:

The Help Desk senior role is responsible for oversight of the helpdesk team regarding key 

support to enable IPS to operate successfully with minimal delay in answering staff queries and 

dealing with ICT issues. 

Mandatory Skills: 

Senior > 7 Years It is a mandatory requirement, that the Resource proposed has a minimum of 7 years ICT experience.

The Resource proposed must be fluent in the English language. The Resources CV must indicate whether the Resource is a native English speaker or otherwise. Where a Resource is NOT a native English speaker, s/he must have the following: A certificate under the Common European Framework of Reference for Languages at level C2 Mastery or Proficiency. Note: Evidence (i.e. a copy of the relevant certification) of this will be required prior to contract award

Key Responsibilities:

The Help Desk area is responsible for the provision of key support to enable IPS to operate successfully with minimal delay in answering staff queries and dealing with ICT issues. Much of the work involved depends upon the individual’s ability to draw upon their own experience coupled with an innovative and creative approach to technical problem solving. This is a highly pressurised support area with the highest of quality expectations from the user community within the IPS. Typical duties in this area include but are not limited to.
• Must have Administrator level experience of Manage Engine Service Desk plus software and reporting of same. 

• Reporting on Helpdesks Stats using the Manage Engine software to supply weekly reports to ICT Management 

• Management of the Helpdesk ticketing system to ensure timely response to all queries and requests 

• Managing the performance of Help Desk staff as per service level agreements with the client, and individual project tasks assigned 
• Ensuring high calibre customer service from the Help Desk team 

• Continuous developing/reviewing of SOP’s 

• Attend Service Desk/Cross team meetings where appropriate 

• Prioritise/Schedule workload for Help Desk team 

• Liaise with IT Co-ordinators, Governors and their staff in prisons 

• Training of junior Helpdesk staff 

• Rostering of helpdesk staff 

• Respond to telephone, email and on-site walk-in queries. 

• Be competent in utilizing an ICT Service Request Management ticketing system for example creating managing and Documenting of troubleshooting steps within service requests. 

• Cisco Finesse monitoring and reporting 

• Utilizing MECM reporting tool 

• Provide remote assistance to users. 

• Create and manage user AD accounts. 

• Anti-virus software installation, monitoring and troubleshooting.

• Create and manage support to bespoke and other Applications (PIMS, Visitor, Lotus Notes, PHMS, PTS, NICE, ISMS, PCTS, Clockwise, Cisco Call Manager, etc.) 

• Reset passwords (Note: self-service password resets are available to the IPS users in some instances) 

• Upgrade/downgrade user’s application access. 

• Printer Management & Support. 

• Image PC/setup. 

• Smart device set-up/support including iOS, Android and Windows. 

• Familiarity with MDM software. 

• Backup/Restore files. 

• Provide remote assistance to Onsite engineers. 

• New user account setup. 

• Account removal/transfer. 

• Controlling and monitoring web access. 

• 1st tier issues resolution. 

• Break/fix. 

• Resolution of previously documented tier 2 issues. 

• Complete or assign 2nd level requests to relevant parties where request cannot be resolved by Help Desk group. Note on occasion requests relate to specific business issues. In these cases, the ICT Help Desk will assign such a request to the relevant business system expert group in the IPS.

Required Skills & Qualifications:

• Manage Engine Service Plus

Administrator level experience of Manage Engine Service Desk plus software Reporting of same.
Management of the Helpdesk ticketing system.
Creating / Management/ Maintenance of all helpdesk templates and maintenance tasks using the Manage Engine Software.
Prioritising / Escalation of Service Requests.
Manage Engine licenses and technician admin Management.
Creation of Help-cards within the Manage Engine application.
Reporting on Helpdesks Stats using the Manage Engine software.

• Leadership & Ticket / Service Request Management

Take ownership of IT support tickets and ensure timely resolution of technical issues.
Ensure all service requests are categorized, subject line updated and the available templates are applied correctly.
Document accurate records within the ticket / service request of all troubleshooting steps undertaken, all communications documented, all relevant information pertaining to the service request is recorded and to ensure an appropriate resolution is in place where applicable. 
Inform other team members on ongoing improvements and previous experiences documented in service requests to prevent the recurrence of similar issues.
Work closely with IT teams to design and implement new systems and improve existing infrastructure.

• Team leadership

Reporting to the HEO and attending Weekly Team Lead meeting where required.

Prioritising / Escalation of Service Requests.

Follow up with Junior & Intermediate Helpdesk staff regarding any outstanding SR’s/issues.

Reporting on Service requests Stats using the Manage Engine software to supply weekly reports to ICT Management.

Time management of the Junior & Intermediate Helpdesk staff.

Work closely with IT teams to design and implement new systems and improve existing infrastructure.

Liaise with IT Co-ordinators, Governors and their staff in prisons.

Rostering of Helpdesk staff.

Ensuring high caliber customer service.

SOP Management creating, editing and maintenance.

Managing and assigning new projects to Helpdesk staff as required.

Training of the Helpdesk staff  to ensure that they are up to date with the latest technologies.

Prioritise/Schedule workload for Help Desk team

Day-to-day helpdesk tasks including but not limited to Respond to telephone, email, deskside support, on site walk-in queries etc.

•Microsoft

Windows O/S from Windows 2011/2016/2019 (Servers) and Windows10/11 (Desktop) 

Active Directory, DNS, DHCP, Group Policies, Users, Groups, OU’s and
MECM
File-share and SharePoint
PC Imaging and setup
Microsoft Exchange 2013/2016/2019

Microsoft Office Applications and Suites

• Applications

Citrix (Workspace and Director)

Cisco IronPort web and email 

SafeNet Remote Access Management  
Cisco Call Manager 

Cisco Finesse

Citrix ShareFile

Cisco TMS 

Mobile Device Management - Ivanti MobileIron
Communications Tools -  Webex, Jabber, Teams , Zoom
Remote Support Tools - Netsupport
NICE Recording

DiaVox Client 
Anuview (Gigaflow), Solarwinds Network Monitoring Tools 

Ivanti MDM - Smart devices (Apple, Android and Windows) support – troubleshooting, user/device setup, App Support and end user engagement.
Lotus Notes Administrator
Clockwise Administration 
Printer Management and Support.
Anti-virus software  - Trellix 
Create and manage support to bespoke Applications (PIMS, PAMS, WTMS, Visitor, PHMS, PTS, ISMS, PCTS)
Asset management tracking using software tools