Introduction
Computer systems are notoriously wayward and anybody who is able
to provide expert help is in great demand. Perhaps the
biggest satisfaction to be got from this job is solving problems -
but it involves a lot more than a technical quick fix.
The aim of the job is to co-ordinate the operation of the
business and corporate IS help/service desk so that the internal
customers (council employees) get an efficient and effective ICT
service. This may also involve helping the Performance and
Quality Manager in carrying our Best Value reviews.
In some authorities the IT helpdesk co-ordinator is called a
Help Desk Officer, Service Desk Officer or Help Desk Manager.
It may be part of the work that a Performance and Quality Officer
will undertake and this description covers that. The
Help/Service desk is located in all types of local council.
Work Environment
This is mainly office based with travel to and from local
meetings. The standard working hours are 37 per week with no
shift work or anti-social hours required.
Daily Activities
IT helpdesk co-ordinators have a set of tasks that have to be
carried out on a daily basis. Their responsibilities fall
into two main categories involving helpdesk co-ordination and
help/service desk performance data. Help/Service Desk:
- management and supervision of IT Help/Service Desk;
- operate and co-ordinate the help/service desk;
- operate procedures and systems for logging and reporting all
information which is;
- essential to monitoring performance;
- maintain an asset register of all ICT equipment and
software;
- represent the help/service desk in working groups and
meetings;
- produce reports on help/service desk performance.
Best Value
- produce reports on performance;
- develop annual service plans;
- ensure the service complies with the requirements of the
corporate best value process;
- national best value legislation and guidance;
- take part in best value reviews.
Helpdesk co-ordinators mostly work on their own initiative but
have certain deadlines to meet such as the Best Value Annual
Review. Various helpdesk software systems (like "TrackIT")
are used to log calls, produce reports and manage performance data.
But the co-ordinators deal with people as well as machines.
They are on call all the time to help internal customers - their
colleagues - throughout the council.
Skills & Interests
To do the job well you need these qualities:
- practical ability;
- attention to detail;
- project management ability;
- good head for figures;
- confidence;
- oral and written communication skills;
- flair for customer care;
- ability to manage staff;
- analytical skills;
- good interpersonal skills;
- a wide knowledge of MS products, operating systems, and other
software used by the Authority.
Entry Requirements
It is usually necessary to have experience of staff supervision,
"best value" and customer orientated work. At least 4 GCSEs,
or equivalent, including maths and English are essential, as well
as IT experience. Having broader qualifications - in housing,
business and finance, for example - can be useful background for
this job at this level. You may be given the opportunity to
undertake in-service training such as IT Service Management
courses, but it is not essential.
Future Prospects & Opportunities
Promotion prospects are good if you have a wide range of IT
experience. The next step up the ladder is Performance and
Quality Manager. The top job is IT Manager and there are many
opportunities for similar posts in the public and private
sectors.
Further Information & Services
Apprenticeship information www.apprenticeships.org.uk
Computeach www.computeach.co.uk
Computer Weekly www.computerweekly.com
Computing www.computing.co.uk
E-skills UK www.e-skills.com
Institute for the Management of Information Systems www.imis.org.uk
Society of IT Management www.socitm.gov.uk
The Chartered Institute for IT www.bcs.org
You may find further information about this area of work through
Careers Wales (www.careerswales.com/) or
in your local library, careers office or school careers
library.