Digital Services and IT Helpdesk Technician

On a day to day basis you will work alongside our small team, responding to support requests, diagnosing and resolving faults be that technical or user error. The work of the team is wide ranging and includes daily work on the care, maintenance and systematic updating and upgrading of the network and equipment. They provide logistical support for all other functions in the College from setting up enrolment, computers in exam halls to making sure the presentation kit works for open days and events.

The role is hands-on and hours can be variable so it is important that you enjoy a role with flexibility and variety, as nothing ever stays the same. While your job would mostly take place on weekdays between 8.30 and 4.30 Monday to Thursday and to 4.00 on Fridays, you may need to cover some weekends or out of hours, particularly for events such as open days.

Key Purpose:

• Work as part of the IT Helpdesk but focussing on digital staff to enable them to run technical aspects of the courses.
• Work within the IT Helpdesk and directly with staff and students to resolve user faults and ensure service provision.
• Ensure incidents and work requests are resolved within SLA and to customer expectations.
• Work with other members of the IT Team, providing project support where requested.
• Liaise with third party support companies and suppliers.

Accountabilities:

• Managing the lab server and network within the tech room and maintaining access control and user accounts. Setup of virtual machines and off-grid computers/laptops including regularly wiping and reinstalling them.
• Provide support at start of lecture sessions and employer events in the Digital building to ensure lecturers can access and use IT hardware.

• Work as part of the IT Helpdesk but focussing on Academic Digital staff to enable them to run technical aspects of the courses.

• Testing, repairing and maintaining all equipment within the tech lab, keeping an accurate hardware and software license asset inventory.
• Setting up complex hardware and software scenarios for set project timed assessments and mini networks and cabling for learners using switches, routers and hubs .
• Work within the IT Helpdesk and directly with staff and students to resolve user faults and ensure service provision.
• Manning the IT office, and answering phones, responding to visitors in a pleasant, supportive manner, resolving issues where possible and, where not, taking relevant details to support the logging of the issue.
• Logging and updating tickets in a timely and accurate manner ensuring all relevant details are recorded appropriately.
• Responding to incident tickets, as allocated, to effect a swift and customercentric resolution.
• Ensure incidents and work requests are resolved within SLA and to customer expectations
• Support project work across the infrastructure under the guidance of project or technical leads.
• Raising faults with suppliers; tracking and driving them to a satisfactory conclusion.
• Arranging and managing visits from contractors and suppliers while supervising their activities and the commissioning of new equipment and services.

• This role will require some manual work, occasional working at height and flexible working; including some evenings and weekends.

Essential:

• Conversant with the configuration, maintenance and troubleshooting of client operating systems and applications including but not limited to Microsoft Windows 10 and Office Suite of products.
• Demonstrable understanding of exceptional customer focused service delivery including the key principles of customer satisfaction and delivery of services to the end-user.
• Experience in a customer facing/service role
• Experience of communicating technical information to non-technical people
• Self-starter, setting challenging individual goals, working without the need of detailed direction while under the general direction of the Support Analysts.

Desirable:

• Safeguarding
• Higher IT qualification
• Windows Server - 2012 onwards
• Microsoft Office 365
• Administration
• Active Directory & Azure AD
• Linux
• Network cabling infrastructure
• ITIL v4 Foundation Certification