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Application Summary - James Noble - OTR0289 (IT Service Desk Analyst)
Email AddressJ.T.Noble@kent.ac.ukTitleMr
First NameJamesSurnameNoble
Latest Job TitlePart-time Helpdesk AssistantLatest Company NameUniversity of Kent
Current Salary ()7200
Address Line 122 Viking Court
St Stephens Close
Town/CityCanterbury
CountyKent
PostCode/ZipCT2 7HZCountry of ResidenceUnited Kingdom
Are you an internal candidate?YesMobile Phone No.07917441797
TypeSubjectDateResult
GCSEBusiness Studies06/2000B
GCSEEnglish Language06/2000A
GCSEEnglish Literature06/2000B
GCSEGeography06/2000A
GCSEHistory06/2000A
GCSEMathematics06/1998A *
GCSEScience (Double)06/2000A *
GCSEScience (Double)06/2000A *
GCSESpanish06/2000A
TypeSubjectDateResult
A LevelChemistry06/2002B
A LevelComputing Science06/2002A
A LevelMathematics06/2000A
A LevelPhysics06/2002A
TypeSubjectDateResult
AS LevelCritical Thinking06/2002A
AS LevelPsychology06/2001A
TypeCollege/University
From01 September 2002
To01 June 2005
Institution nameOther
Other
Oxford University (not completed due to illness)
TypeSchools and Colleges
From01 September 2000
To01 June 2002
Institution nameSwindon College, Swindon
TypeSchools and Colleges
From01 September 1995
To01 June 2000
Institution nameGreendown School, Swindon
CompanyUniversity of Kent
Job TitleFacilities Assistant (FM Team)
Start Date23 March 2011
Please add a brief description of responsibilities, experience and knowledge gained
Late opening hours and in the library over the next few weekends. The tasks and responsibilities for this position include providing the carrell and delivery receipt services, responding to customers' library queries, responding to the book alarm at the Welcome desk, closing and locking the building, and patrolling the building for rule infractions and customers in need of assistance. There is a heavy focus on teamwork in this role.
CompanyUniversity of Kent
Job TitleStand-in IT Service Desk Analyst
Start Date16 February 2011
Please add a brief description of responsibilities, experience and knowledge gained
I have been covering the post of IT Service Desk Analyst on an ad-hoc basis, for when permanent staff have been on meetings and holidays. The position is the same as this application.
CompanyUniversity of Kent
Job TitlePrinter and computer maintenance assistant
Start Date01 July 2009
End Date01 September 2009
Please add a brief description of responsibilities, experience and knowledge gained
Covered responsibilities of full-time employee while she was off sick. Checking and maintaining of PCs and printers in university computer rooms in colleges and the library on the Canterbury campus. Also stocking of supply cupboards in these locations.
CompanyUniversity of Kent
Job TitleHelpdesk Assistant
Start Date01 April 2009
Please add a brief description of responsibilities, experience and knowledge gained
Working at the IT & Library Support Desk, the Study Bedroom Support Desk, and the Welcome Desk.

This entails the use of many IS software systems, including but not limited to Campus Manager (ethernet network administration), Footprints (helpdesk software and issue tracking), Outlook Web Access (email and shared calendars), Logmein Rescue (remote online support), Voyager (library holdings and account management software). Relevant responsibilities include assisting with wireless and ethernet connections, finding books, administering carrels and lockers, supplying temporary IT accounts, issuing keys, managing lost property, selling and loaning software along with use of the welcome desk till, and supplying directions.
CompanyTechnobility Ltd
Job TitlePart-time IT support
Start Date01 December 2006
End Date01 January 2008
Please add a brief description of responsibilities, experience and knowledge gained
Hardware installations, technical support, and training. Roles included set-
ting up simple websites for small companies and installation and setup of computer
equipment and software around the UK, as well as phone-based, online, and on-site technical support.
CompanyThe Check Inn, Swindon
Job TitlePart-time barman
Start Date01 October 2006
End Date01 March 2007
Please add a brief description of responsibilities, experience and knowledge gained
Bar work. Involves a lot of multi-tasking and being friendly with customers.
CompanyBatleys Plc. cash and carry
Job TitlePart-time/Full-time warehouse operative
Start Date01 September 2000
End Date01 September 2002
Please add a brief description of responsibilities, experience and knowledge gained
Retail tasks (including till operation and money handling), stock checking and replenishing, lorry deliveries (non-driving role).
CompanyStralfors Plc
Job TitlePart-time/Full-time printing and Fi nishing assistant
Start Date01 January 1999
End Date01 May 2000
Please add a brief description of responsibilities, experience and knowledge gained
This involved meeting customer demands and deadlines, maintaining complex and expensive printing hardware, and gaining expertise with a variety of hardware (Xerox Docutech / 6035
DocuPrint) and software (for Macintosh, Unix, and Windows).
Would you require a Work Permit to take up this appointment?
No
Please tell us your current eligibility status by clicking on the button above the text you wish to select:
United Kingdom National

The University operates under the Two ticks scheme which means we will interview all applicants with a disability who meet the minimum criteria for a job vacancy and consider them on their abilities.

Do you consider yourself to have a disability?

When answering this question, please note that under Part 2, Chapter 1 Of the Equality Act 2010 'A person (P) has a disability if:

(a) P has a physical or mental impairment, and
(b) the impairment has a substantial and long-term adverse effect on P's ability to carry out normal day-to-day activities.'

No
Please confirm whether you have been placed on the University of Kent's Redeployment Register by the University's HR Department to seek potential alternative employment.
No
Thank you for your answers we look forward to receiving your application.

Question 1

Please provide details of any skills and abilities you have that you feel are relevant to this position?

Please take special note of the person specification criteria and draw examples from your life or work experience.

The skills and abilities cultivated in my work experience over the last two years are all relevant and useful for this position.

These roles have required not only a friendly, informal yet respectful attitude, but also the ability to handle and defuse difficult situations. I have been praised by superiors on multiple occasions for careful handling of complaints and rule infractions. In all of these roles my dedication to service quality and issue resolution have been noted by others.

I also try hard to be patient, enthusiastic, and approachable and to assist colleagues when possible; helping to develop a pool of knowledge and experience within the team and providing an enthusiastic and supportive service to customers. These skills are continuously developing in my helpdesk roles in the university.

Troubleshooting and problem solving have been key facets of my previous roles in customer support and also as part of my personal hobbies of coding and providing informal online support for free software.

Question 2

Please provide details of any experience or knowledge you have that you feel is relevant to this position?

Please take special note of the person specification criteria and draw examples from your life or work experience.

I have worked for two years as a Support Desk Assistant in the university library, which has also involved working on the Welcome Desk and Study Bedroom Support Desk. In addition, I have a total of five years' experience working in customer-facing environments, both in retail and customer support. For the last two years most of this experience has been the provision of wide-ranging IT support.

I have experience using a lot of the bespoke and vendor software in use in the university's IS department, as well as a wide set of other systems including an almost lifelong experience with Apple Macs and all of the programs in the Microsoft Office suite; and more recently a good deal of interaction with email and wireless on mobile devices.

As a person who currently works at the IT Service Desk on an ad-hoc basis, I have gained a good deal of relevant experience in second-line IT support, as well as garnering some of the required knowledge of the systems and procedures that are in place. I am already on familiar terms with the team as well as contacts in adjacent departments.

As a Support Desk assistant, I have frequently been a customer of the second-line support service that the IT Service Desk provides. I have found that this gives me a greater appreciation of the priorities and expectations of someone using this service, and a more balanced point-of-view.

Question 3

Please provide any additional information that you feel may enhance your application.

My intention is to have succinctly covered all the relevant information in the other sections, but if there is anything missing I would be happy to discuss it in person should an interview be forthcoming.