IT Support Officer

MAIN DUTIES & RESPONSIBILITIES

Service Desk Management

• Work on the IT Service Desk to receive, log and manage telephone calls, emails, texts, instant / video messages (and any other future communication methods) from staff and students regarding IT incidents, requests, and queries.

• Undertake 1st line triage of all calls, resolving standard incidents during the call and allocating other incidents / requests to the appropriate team queue.

• Monitor outstanding incidents and requests, highlighting to senior management any that are not progressing or due to breach their SLA.

• Report any major or recurring incidents / problems to senior management as quickly as possible.

• Use monitoring tools and follow standard checks to ensure all IT systems are functioning correctly, logging and escalating any errors discovered.

• Log and continue to manage incidents to 3rd party support contractors where these cannot be resolved in house.

• Provide basic in-house training in standard applications e.g. Microsoft Office used within the College (Word, Excel, Outlook, PowerPoint).

• Maintain the required, high level of customer service for all support queries and adhere to all service management principles.

Incident & Problem Management

• Work as mobile support visiting relevant users / rooms / hardware to investigate, diagnose and resolve on-site incidents allocated from the IT Service Desk, such as:

  • Printer installation and maintenance including replacing consumables, clearing simple faults e.g. paper jams and following diagnosis routines to provide printer supplier with detailed information on faults.

  • Installation, configuration, and support of additional peripheral Systems including Interactive Touchscreen Panels etc.

  • Managing users in an enterprise Microsoft Active Directory environment.

• Update and close incidents and problems on the IT Service Desk system.

• Assist in diagnostic troubleshooting of IT related problems including hardware and software incidents and problems, such as:

  • Installation and configuration of a wide range of industry standard applications.

  • Diagnosis and fault testing of wired and wireless data communication network connectivity problems in a large TCP/IP environment.

  • Supporting, diagnosing, and repairing PCs utilising Microsoft operating system(s) (e.g., Microsoft 10/11 operating systems).

  • Applications including Microsoft365 (Email, SharePoint and Teams), Edge, Microsoft Office365, Sophos anti-virus etc.

• Escalate more complex issues to the College’s specialist IT teams to diagnose and resolve, assisting in the diagnosis and resolution as required.

• Assist in building a knowledge base for use by all IT support staff.

Request Fulfilment

• Fulfil service requests (e.g., hardware moves, software installations) in accordance with IT policy and within agreed service levels.

• Test newly installed IT equipment to ensure that it delivers the required service before making it available to users.

• Assist in the roll-out, imaging, and software installation of all new and replacement hardware.

Customer Service

• Present a professional image of the College’s IT function to users.

• Engage users in a professional manner to understand the nature of an incident being investigated or a request logged.

• Keep incident logs up to date on the Service Desk.

• Seek user confirmation, where available, following the resolution of incidents or fulfilment of requests.

• Provide users with advice and assistance on the use of College IT equipment.

Technology Operations

• Undertake routine maintenance of IT equipment and refer problems to line management or the College’s specialist IT teams as appropriate.

• Ensure that local IT comms rooms and equipment are maintained in good order according to standards communicated by line management and the College’s specialist IT teams.

Project / Event Support

• Support the wider IT function as necessary in the delivery of projects.

• Provide dedicated support to College events as required by IT line management.

Asset Management

• Carry out the College’s processes for the maintenance of accurate asset inventories for College IT equipment and the tracking and management of mobile and portable devices.

Personal Development

• Participate in staff development and training programmes as required.

• Keep up to date with latest developments in IT and relate these to the needs of the College’s staff and customers.

General

• Contribute to the achievement of the College’s mission, values, and strategic directions.

• Participate in the College’s performance appraisal system.

• Participate in College developments, attend internal and external meetings and training programmes required.

• Adhere to general standards of conduct embodied in College policies.

• Implement and embed the College’s equality and diversity policies and respond to its equality and diversity duties as they relate to all stakeholders.

• Act, if directed, as fire marshal or warden.

• Carry out, if directed, the role of first aider.

• Undertake such other relevant duties as may be reasonably expected of the post holder.

Essential Criteria

Qualifications / Experience

• Hold a minimum of a Level 4 Qualification (HNC or above), or equivalent, in a Computing/Software Engineering or other discipline relevant to Information Systems and Information Technology PLUS a minimum of one year’s relevant experience in an IT Technical Support role. OR

• Have a minimum of two years relevant experience in an IT Technical Support role. NB: Experience must be demonstrable with examples and applicable dates.

Knowledge / Skills Be able to demonstrate, using practical examples, knowledge in at least 3 of the following 6 categories:

• Managing users in an enterprise Microsoft Active Directory environment.

• Supporting, diagnosing, and repairing PCs utilising Microsoft operating system(s).

• Managing Data communications networks in a large TCP/IP environment including diagnosis and fault testing of wired and wireless network connectivity problems.

• The use of a wide range of applications such as:

  • Office365 (Outlook, SharePoint, Microsoft Teams etc)

  • Internet Browsers (Microsoft Edge, Google Chrome)

  • Anti-Virus (Sophos)

• Printer installation and maintenance including replacing consumables, clearing simple faults e.g. paper jams and following diagnosis routines to provide printer supplier with detailed information on faults.

• Installation, configuration, and support of additional peripheral Systems including Data Projectors, Interactive Whiteboards.

Competencies The competencies required for effective performance in post are:

• Specialist Knowledge

• Problem Solving

• Customer Service Orientation

• Team Working

• Communication & Personal Impact

Salary £25,992 - £30,559 per annum