BBC MONITORING JOB DESCRIPTION

Job Title: Service Desk Support Technician

Grade: 6D
Reports to: Service Desk Supervisor
Department and location: Service Desk, TS&D Support, BBC Monitoring, Caversham (TS&D is part
of BBC Engineering)

Organisational Context:

The BBC Monitoring Service Desk provides Incident, Service Request and Facilities call logging and 1 st
and 2nd Line IT support (including for broadcast, communications, and telephony issues) for BBC
Monitoring’s internal user base, back office infrastructure and systems, overseas offices and remote
workers. In addition, TS&D Support has 3rd line support teams providing specialist Infrastructure and
Applications support, and Service Level, Problem, Change, Configuration, and Release Management
roles.

Job Purpose:

The main purpose of the role is to provide 1st/2nd Line IT support by dealing with all calls placed with the
Service Desk to an acceptable standard and to agreed service levels. Working as part of a team the post
holder will log, assign, track, investigate and resolve calls logged, as well as liaising with and keeping the
customer informed throughout.

The post holder will be an integral part of the Service Desk and will work collaboratively to deliver the
Service Desk service to the internal and external customers of BBC Monitoring's IT-based products and
services, and provide a comprehensive service of technical support to BBC Monitoring operational teams;
undertaking duties as specified to facilitate the delivery of a consistent and reliable support service.

This post has a significant impact on BBC Monitoring’s performance and competence and is a substantial
determinant of BBC Monitoring’s technological competence.

Main Duties:

1. To operate the Service Desk service as a professional centre of customer expertise, meeting
agreed targets in terms of the agreed service standards, in line with ITIL best practice (IT
Infrastructure Library).

2. Using the Service Desk software tools, to receive and record all requests, incidents, problems,
and hardware/application events, raised by telephone, e-mail, or internet, and investigate,
progress, resolve, or escalate as necessary.

3. To accurately assess and categorise all calls logged with the Service Desk, ensuring the correct
Service, Service Level Agreement (SLA), priority, and Configuration Items (CIs) are assigned to
the call.

4. Provide initial assessment of all incidents, make first attempt at incident resolution and/or assign
to the most appropriate support team, based on agreed service levels.

5. To provide a point of contact for customers, suppliers and other BBC Monitoring teams, dealing
effectively with enquiries, incidents and requests, referring, coordinating with other relevant teams,
and logging as necessary.

6. To keep customers informed of the status and progress of their requests, incidents, and problems,
and ensure call records are accurate, up to date, and understandable.

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 7. To support the desktop computing software and hardware and video processing and distribution
systems, including PCs and peripherals, to meet the business need.

8. To provide support for a number of systems deemed to be critical to the business by carrying out
incident investigation and resolution, and preventative maintenance at the server level.

9. To collaborate effectively with other TS&D teams to ensure all incidents, requests and problems
are handled as efficiently as possible and meet agreed service levels.

10. To monitor the real time availability and performance of BBC Monitoring’s systems, and
investigate and fix, or alert the appropriate teams when availability or performance show signs of
deterioration.

11. To provide call logging and closure services for Facilities calls.

12. To propose improvements to tools, systems, and working practices and to increase operational
efficiency and effectiveness in line with ITIL best practise.

13. To contribute to the effective day-to-day management of the Service Desk Support area.
Specifically, to encourage effective communications and recommend appropriate training and
development in line with business needs.

14. To comply with, review and update the operational instructions, support procedures, and other
documentation or databases used by the Service Desk Support team.

15. To assist in maintaining and supporting the Configuration Management Database as part of ITIL
best practise for all desktop hardware and software, and report on any deviations for both desktop
and non desktop assets.

16. To assist in the training and development of new team members as required.

17. To comply with health and safety procedures to ensure a safe working environment for self and all
BBCM staff.

18. To take individual responsibility for the promotion and implementation of the BBC Values.

Required Skills, Knowledge & Experience:

1. Understands and embraces BBC Monitoring's purpose and vision, with a sound knowledge of
BBC Monitoring’s business in the provision of information services derived from the world’s public
media.

2. Knowledge of Service Support and Operation and other ITIL Service Delivery disciplines used
within BBC Monitoring.

3. A good knowledge of the desktop technologies and a working knowledge of the server
technologies in use at BBC Monitoring, and a commitment to technological excellence in support
of the business need. An up-to-date knowledge of relevant technologies.

4. Creative thinking skills for problem solving and devising optimal solutions. Resolve, initiative.

5. Excellent customer service and interpersonal skills.

6. Excellent organisational skills. Experience of prioritising own workload, the ability to self-manage
under pressure to produce accurate work and meet deadlines.

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 7. An ability to operate in a complex environment, ensuring that tasks are completed to time and in
line with requirements.

8. Good oral and written communications skills including competent writing skills, experience of
handling and updating customer records, and an eye for detail.

9. Resource planning and deployment skills.

10. Ability to work effectively on their own or as part of a team, under pressure.

11. Openness, with the ability to encourage discussion and the sharing of information.

12. Drive and resilience, desire to achieve goals and improve performance levels, ability to maintain
effectiveness when faced with challenges.

13. Flexibility, ability to see things from others’ point of view, ability to adapt to new situations and
ideas.

Competencies:

The following competencies (behaviours and characteristics) have been identified as key to success in the
job. Successful candidates are expected to demonstrate these competencies.

Planning and organisation - able to think ahead in order to establish an efficient and appropriate course
of action for self and others. Prioritises and plans activities taking into account all the relevant issues and
factors such as deadlines and resources. Juggles priorities under pressure.

Communication - able to get one’s message understood clearly by adopting a range of styles, tools and
techniques appropriate to the audience and the nature of the information.

Collaborative working - works in partnership and actively collaborates with colleagues across the
organisation to the benefit of the BBC and customers/audiences. Recognises shared objectives and
priorities, working co-operatively to achieve them, putting them before personal preferences and
objectives. Works co-operatively with others in physical and virtual teams, as opposed to working
separately or competitively.

Creative Thinking - able to transform creative ideas into practical reality. Can look at existing situations
and problems in novel ways and come up with creative solutions.

Resilience - manages personal effectiveness by managing emotions in the face of pressure, set backs, or
when dealing with provocative situations. Demonstrates an approach to work that is characterised by
commitment, motivation and energy.

Flexibility - adapts and works effectively with a variety of situations, individuals or groups. Able to
understand and appreciate different and opposing perspectives on an issue, to adapt an approach as the
requirements of a situation change, and to change or easily accept changes in one’s own organisation or
job requirements. Recognises that change and uncertainty are the norm.

Customer Focus - ability to put the needs of customers, both internal and external, at the forefront of
business activity. Demonstrates an understanding of a range of customers, their different characteristics
and needs, and actively seeks customer feedback.

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Further Information - Service Desk Support Team

The Support team consists of 5 technicians (including the team supervisor) providing coverage 7 days a
week (including Public Holidays). Technicians follow a rotating 40 hour week shift pattern which includes
weekends and Public Holidays. Every 5th week is a relief week (nominally Mon-Fri 0900-1700) to cover for
annual leave, etc.

There is a requirement that staff change shifts when necessary in order to cover for other staff on annual
leave, sickness absence etc. During the relief period in particular the working days and hours are highly
unpredictable, as the staff member on the relief period is the first person expected to cover rota shortages
elsewhere.

(A job description is a written statement of the essential characteristics of the job, with its principal
accountabilities, incorporating a note of the skills, knowledge and experience required for a satisfactory
level of performance. This is not intended to be a complete, detailed account of all aspects of the duties
involved.)

June 2015

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