Broadcast Support Desk Job Spec

Job Title : Support Desk Analyst Reports to Broadcast Support Desk Supervisor Department News Production Facilities The following Job Specification is intended to reflect the nature, range, and context of the work. It identifies the main requirements of the job, but is not an exhaustive or exclusive list of duties. The Job specification covers duties across the Support Desk, Tri-media Support Centre and News Centre.

Job Purpose News Production Facilities offers a total support solution to News and News Interactive, ensuring that the programme makers are fully supported in producing output, offering advice and assistance where necessary to provide added value to the division. The support desk analyst will work primarily in the news support centre and is accountable to the Broadcast Support Desk Supervisor. The prime responsibility is to carry out a range of IT support based duties in the news support centre and around News Support areas as required by the supervisors. You will rotate st between taking 1 line calls, working in the ‘Laptop Clinic and managing all user admin and support desk email contacts, working on a two week rota covering shifts between 8am and 6pm. You will ensure duties are performed efficiently and to a consistently high standard. Reporting back to the supervisor you will bring to their attention any issues you encounter during the course of your work that require escalation in order they can assist in reaching a satisfactory resolution.

Operational •

To act as first point of contact for all BBC News and News Interactive Staff, providing maximum possible rate of first time technical fixes

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To Provide telephone support to standard BBC version of windows XP desktop and user assistance through a site visit or remotely, utilising appropriate software

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Logging, updating and tracking support calls, using the standard call tracking system iLogs, with timely and accurate information to effect a speedy repair of equipment.

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To liaise with 3rd party suppliers ensuring that support calls involving outsourced support functions are managed and actioned within agreed SLA agreements.

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The ability to remain calm under pressure dealing with difficult customers in broadcast critical “ON AIR” environments.

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To provide technical support for laptops brought to the laptop clinic, predominantly testing and configuring standard tools for remote access to the BBC Network.

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To deputise for the supervisors as required.

Responsibilities. •

The ability to deal with multiple concurrent projects in an efficient, systematic and thorough manner, maintaining accuracy, safety and attention to detail when working to tight deadlines.

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To be responsible for your own day to day performance, and development

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Responsible for ensuring you understand the purpose of the team in which you work.

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To take part in an effective annual appraisal programme, ensuring that the personal and business objectives set for yourself are meaningful and that you understand them.

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To constantly monitor your own performance discussing with your supervisor or coordinator any issues you may have.

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To proactively look at what training and assistance you may need to fill any skill areas you feel weak in.

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To actively contribute to the development of your Training Plan to ensure that the training remains focused to the business need and your personnel development.

Requirements Personal Attributes •

Ability to work alone and unsupervised

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Ability to work well in and contribute to a team

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Ability to remain calm yet assertive under extreme operational pressure

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Ability to learn quickly

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Experience or understanding of the pressures of an IT call centre environment.

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Experience of working in an environment with a strong customer focus.

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Excellent communicator - spoken and written - with customer empathy, experience of service delivery in a demanding customer service environment.

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An Awareness of ITIL Best Practice.

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A good understanding of the BBC organisation and how their role will interact with other divisions

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An interest in supporting BBC News and it’s broadcast activities, showing a demonstrable understanding of the pressures and demands of a fast-moving, news production environment.

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Ability to empathise with staff working under difficult circumstances.

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A commitment to maintaining high Support standards, and to providing an efficient and effective service.

Technical Skills Essential •

Strong experience of working with Microsoft Active Directory administration in an operational business environment.

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Strong experience of supporting Microsoft Windows Workstation W2K/XP in an operational business environment

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Strong experience of troubleshooting software and hardware issues on windows based desktops and laptops

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Experience of Microsoft Office products including strong knowledge of outlook configuration in an operational business environment.

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Knowledge of support centre call logging systems.

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Experience of installation, configuration and troubleshooting of laptops with a strong emphasis on remote access via broadband and wireless connections.

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Experience of training novice users in operating technical equipment and software applications.

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Knowledge of TCP/IP over Ethernet networks

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An understanding of the use of content management systems in large internet sites.

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Knowledge and understanding of security issues in a large corporate networked environment.

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Strong understanding of Intel based hardware.

Desirable •

Experience of supporting Apple MAC OSX in a Networked environment.

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Audio/Video encoding & streaming knowledge.

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Experience using Cool Edit Pro / Adobe audition.

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Knowledge of BBC MyConnect Services.

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Knowledge of BBC implementations of Jupiter / VCS Dira / Viz Rt / Weatherscape / Content Production System (CPS) systems.

Extra Information To ensure that the provisions of the Health and Safety at Work Act, Working Time Directive and other workplace related legislation are observed. Responsible for ensuring that all work is carried out in accordance with a safe system of work and that the requirements of statutory and BBC safety regulations are fully met including adherence to the BBC Health and Safety Policy.