Specialist IT Support Officer

MAIN DUTIES & RESPONSIBILITIES 

Service Desk management 

• Monitor outstanding incidents and requests, highlighting to senior management any that are not progressing or due to breach their SLA for students within Supported Learning and the Centre for Inclusive Learning 

• Report any major or recurring incidents / problems to senior management as quickly as possible for students within Supported Learning and the Centre for Inclusive Learning 

• Use monitoring tools and follow standard checks to ensure all IT systems are functioning correctly, logging and escalating any errors discovered for students within Supported Learning and the Centre for Inclusive Learning 

• Log and continue to manage incidents to 3rd party support contractors where these cannot be resolved in house for students within Supported Learning and the Centre for Inclusive Learning 

Training  

• Provide specialist training and support in assistive technologies to staff and learners in 1-1 and group environment. e.g. JAWS, Zoom Text, Read and Write Gold and Global Autocorrect 

• Provide basic in-house training and support 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 

• To work as mobile support within Supported Learning and the Centre for Inclusive Learning 

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

• 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 an 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 2016, 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 support staff within Supported Learning and the Centre for Inclusive Learning 

Request Fulfilment 

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

• To test newly installed IT equipment to ensure that it delivers the required service before making it available to users within Supported Learning and the Centre for Inclusive Learning 

• To assist in the roll-out, imaging and software installation of all new and replacement hardware within Supported Learning and the Centre for Inclusive Learning 

Customer Service 

• To present a professional image of the College’s IT function to users for within Supported Learning and the Centre for Inclusive Learning 

• To engage users in a professional manner to understand the nature of an incident being investigated or a request logged within Supported Learning and the Centre for Inclusive Learning 

• To provide users with advice and assistance on the use of College IT equipment within Supported Learning and the Centre for Inclusive Learning 

Technology Operations 

• To undertake routine maintenance of IT equipment within Supported Learning and the Centre for Inclusive Learning and refer problems to line management or the College’s specialist IT teams as appropriate 

• To ensure that all IT equipment within Supported Learning and the Centre for Inclusive Learning is maintained in good order according to standards communicated by line management and the College’s specialist IT teams 

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 specialised training programmes as required 

• To keep up-to-date with latest developments in IT and relate these to the needs of the students within Supported Learning and the Centre for Inclusive Learning 

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.