Provide the vision, management, visibility and control required in a professional organisation to meet business opportunities and requirements with appropriate, supportable and cost effective technical solutions at the desktop level.  This entails providing effective technology solutions at the desktop level; providing efficient implementation processes; providing technical analysis and problem solving when issues arise; providing forward planning so that obsolescence and breakdown do not hinder productivity; and providing the documentation, processes and control so that policies can be enforced with justification, repairs can be made swiftly with minimal effort and minimal instruction to those carrying out maintenance responsibilities and so successors can move quickly into this role as required.

KEY PERFORMANCE MEASURES: 
 

• Completed documentation of technology standards, images and processes.
• Completed roadmap for technology evolution for the company at the desktop level
• Completed documentation (checklists) for service provision: internal and external technicians.
• Improvement in cost and complexity of the provision of technology.
• Fewer incidents traceable to imaging, standards and implementation processes (less than 5%)
• Increase customer satisfaction throughout the organisation in respect to technology provision and support.

KEY RESPONSIBILITIES: 
 

• Responsible for developing and documenting standard configurations and images for all groups, creating and maintaining an image inventory, image contents and imaging procedures for all standard technology for desktop and laptop hardware, associated components, peripherals and software
• Responsible for establishing an efficient method for the storage of images and the imaging of machines in all areas of the business and a process for handling exceptions and emergencies.
• Responsible for providing a technology roadmap for desktop and laptop hardware, associated components, peripherals and software.  The roadmap will consist of a definition of current hardware, hardware components and software that meet current business needs; their prospective longevity, support longevity, successor products and a migration strategy.
• Responsible for creating a process for these documents to be under change control, to be available to projects and other architecture teams and updated as business requirements change.
• Responsible for providing leadership to support team members, support and actively participate with project teams. 
• Responsible for participating in incident reviews to get to root cause to ensure downtime is minimised and recurrences prevented and incorporate them into images and specifications as appropriate.
• Responsible for providing third level support for all PC hardware and software to ensure computer problems are resolved in an accurate and timely manner.
• Responsible for assisting in planning and implementing computer technology, either directly or via management of 3rd party vendor in area of responsibility.
• Responsible for participating as required in system upgrades, development, and selection. 
• Responsible for recommending technologies and implementation methods to ensure the success of any project assigned concerning desktop technology requirements. 
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KEY RELATIONSHIPS: 
 

• Internal
• IT management
• IT Architecture groups
• IT Technical support teams
• Business clients & management
• Purchasing
• Service Support Centre External
• Strategic vendors (h/w & s/w)

KEY CONDUCT OBJECTIVES: 
 

• To be customer focussed – that is to be effective (right first time), responsive (quick acknowledgement, followed by meeting agreed delivery deadlines), accountable (do what you said you were going to do, when you said you’d do it and taking ownership from beginning to end, even if the steps are executed by others) and communicative (keeping the customer aware, in a timely fashion, at all stages and particularly if there are changes from what is expected).
• To be professional.  Constant contact with internal customers makes the candidate a representative of the IT organization.  This requires patience, a positive attitude in trying circumstances, and respect for others.