LANCASHIRE FIRE AND RESCUE SERVICE
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|JOB TITLE: |Helpdesk Operator |
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|HOURS OF WORK |36.15 HPW (Flexitime) |
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3. Management Structure
4. Principle Responsibilities
5. Wider Responsibilities
6. Further Information
7. Employee Specification
The Helpdesk Operators role is to provide first line support to end user problems relating to both hardware and software and being a first point of contact for all issues relating to both IT and communications. This will involve ad-hoc training of staff members in various applications and systems and also effecting hands on solutions including installation of desktop software and some hardware installations. This may occasionally need to be carried out outside the ICT department or headquarters
They are also expected to manage the escalation of calls to second line support and where necessary, liaise with third party providers to pass on support issues to them under the agreed SLAs. This may include return or repair of faulty items.
Keeping accurate records is also an essential part of the Helpdesk Operators role. All contact to the helpdesk is logged and solutions are kept for future reference. Also the individual will keep accurate and up to date records of the IT and communications inventory and track movements of equipment.
The Helpdesk Operator is also the administrative support for the office and will provide other admin duties including, but not limited to, filing, word processing and meeting minuting.
Our Objectives – our specific and measurable goals:
• Reduce the number of emergency incidents and their consequences
• Ensure a safe, healthy, competent and representative workforce
• Reduce our impact on the environment
• Help build stronger, healthier and more sustainable communities
• Deliver affordable, value for money services
Our Priorities – The most important aspects of our work:
• Reduce risk
• Enhance resilience
• Tailor services to meet local needs
• Promote equality and diversity
• Improve value for money
The Information Technology and Communications Department consists of staff involved with work related to IS/IT, Command and Control Systems and Communications.
The Service is currently in the process of implementing an Information Strategy, which is geared to:
Improving the quality of information to the Fireground.
Improving the quality of management information.
Streamlining processes to eradicate unnecessary duplication and reduce the handling and storage of paper.
• Improving the dissemination of information.
1. Strategic Direction/Objectives
The Head of ICT is responsible for the Infrastructure that enables these core applications to function effectively.
The development of core applications is the responsibility of the relevant Head of Department in conjunction with ICT.
The LFRS IRM plans describe a number of projects that require a more flexible approach to working;...