IT Support Officer

The post holder will provide high-quality, responsive IT support to users (requiring the post holder to support a range of College IT systems, including but not limited to, desktop, print, network, server, telephone and display systems) and will support the College’s wider IT function in implementing and maintaining the College’s IT equipment.

MAIN DUTIES & RESPONSIBILITIES         

1. 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

2. Incident & Problem Management

• To 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 Data Projectors, Interactive Whiteboards 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 in a large TCP/IP environment
  • Supporting, diagnosing and repairing PCs utilising Microsoft operating system(s) (e.g. Microsoft Windows 8 / 8.1 operating system)
  • Applications including on-line Office365 (Email, SharePoint, Skype, Yammer etc.), Internet Explorer, Microsoft Office 2013, 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
• To assist in building a knowledge base for use by all IT support staff

2. Request Fulfilment

• To fulfil service requests (e.g. hardware moves, software installations) in accordance with IT policy and within agreed service levels
• To test newly installed IT equipment to ensure that it delivers the required service before making it available to users
• To assist in the roll-out, imaging and software installation of all new and replacement hardware

3. Customer Service

• To present a professional image of the College’s IT function to users
• To engage users in a professional manner to understand the nature of an incident being investigated or a request logged
• To keep incident logs up-to-date on the Service Desk
• To seek user confirmation, where available, following the resolution of incidents or fulfilment of requests
• To provide users with advice and assistance on the use of College IT equipment

4. Technology Operations

• To undertake routine maintenance of IT equipment and refer problems to line management or the College’s specialist IT teams as appropriate
• To 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
• To support the wider IT function as necessary in the delivery of projects
• To provide dedicated support to College events as required by IT line management

• Asset Management
• To 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
• To participate in staff development and training programmes as required
• To keep up-to-date with latest developments in IT and relate these to the needs of the College’s staff and customers

• General
• To contribute to the achievement of the College’s mission, values and strategic directions.
• Participate in the Colleges 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
• To 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
• To undertake such other relevant duties as may be reasonably expected of the post holder.

Working Pattern

For the post of IT Support Officer Band 4, the working hours are 36 per week.  You will be required to work 36 hours per week between the business hours of the campus as set out below.

Term Time

8.30am to 8.00pm                              Monday to Thursday

8.30am to 5.00pm                              Friday

9.00am to 1.00pm                              Saturday (subject to the requirements of the campus)

A working pattern within the parameters set out above will be determined by line management.

                Outside Term Time

To ensure adequate service provision across all sites working patterns will be determined by line management, therefore the scheme of flexible working hours is limited.

Essential Criteria

• EITHER 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 within the last 3 years

        OR

          Have at a minimum of  two years relevant experience in an IT Technical Support role within the last 4 years

Be able to demonstrate, using practical examples, knowledge in at least 3* of the following 6 areas:

• 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 including on-line Office365 (Email, Sharepoint, Skype, Yammer etc), Internet Explorer, Microsoft Office 2013, Sophos anti-virus etc.
• 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 etc.

* Please note that any applications that do not have at least 3 completed categories will not be considered.