Job Description Job title: Responsible to: IT Helpdesk Technician IT Manager _______________________________________________________________________________________________ Purpose of the Role: • Provide an efficient and effective first line support and problem-solving service for users to maintain a productive working environment. • Offer expertise to all users and answer any queries or requests for support or training on systems and software packages. • Troubleshoot all aspects of user desktops, laptops, mobile devices, software, and phone systems by responding to support requests on the telephone, via email and face-to-face. • Work with the Infrastructure Team, other IT Technicians, and the IT Apprentice to provide a reliable and robust service across the site. Main Responsibilities: 1) User Support a) Coordinating and implementing front-line user support and desktop services to a very demanding user community. b) Operating the College IT helpdesk and conferencing software, to include logging of calls on the helpdesk ticketing system when received in person, via email and telephone. c) When complex issues are identified that you cannot resolve due to its wider implications, you will escalate the problem quickly to the other team members. d) Responding to queries and problems. Providing advice and guidance on good practice to end users. e) Proactively provide information and regular communication to users on the progress of outstanding support calls and provide an indication of timescale for resolution. Monitor and progress support requests and tasks through the helpdesk system. f) Troubleshooting and resolving user queries directly via telephone, the helpdesk system or face to face. g) To undertake any other reasonable request or duties as required. The above is not an exhaustive list of duties. The post-holder may be asked to take on different tasks as required, and all employees are expected to work collaboratively to support the overall work of the College. 2) AV Support a) Prepare and operate equipment in the teaching and conference rooms within the College. b) Daily AV equipment checks, installations & preventative maintenance. c) Audio-visual related problem-solving, troubleshooting and some basic user training on AV systems. d) Rigging of theatre equipment used by conferences and student societies, in the respect of stage lighting and sound systems. IT Helpdesk Technician - Job Description October 2024 3) Computer systems & peripherals a) Basic maintenance and servicing including replacement of printer toner, rollers, fuser units, transfer kits, imaging drums and similar. b) Installation and relocation of computers and ancillary equipment. c) Maintaining and auditing a site asset register, asset recording and inventory of new equipment. d) Completing DSE audits and reports. e) Equipment hardware repair, upgrades, and maintenance. f) Computer support – Install software and Image PCs for staff and student use. 4) Documentation and training a) Co-ordinate the installation of computing and phone facilities for new starters, liaising with the HR team and other teams, to ensure that equipment is ready to use from the starters first day and that they have the correct software required for their role. Perform IT inductions for all new staff in process, policy & operation. b) IT/AV documentation control. Including writing new documentation and procedures. c) Provide basic training to staff and conference guests in the use of equipment and software. d) Identifying weakness in user knowledge, with a view to targeting training. e) Develop a knowledge base of solutions, problem escalation and resolution. f) Provide IT staff with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems. Ensure that all users are kept informed of relevant changes or developments on a timely basis and that all relevant training is provided. g) Maintain and develop a bank of users guides, help sheets and training materials to promote and increase end user IT knowledge within the College. h) Create and disseminate training materials for induction, drop-in and scheduled training sessions. i) Schedule regular training sessions with members of the infrastructure team to expand your skill set and help maintain College IT services. 6) Infrastructure Projects - Support a) Assisting the infrastructure team to help them deliver projects. b) Taking on minor infrastructure-based tasks to help expand the helpdesk knowledge. The above are not an exhaustive list of duties. The post-holder may be asked to take on different tasks as required, and all employees are expected to work collaboratively to support the overall work of the College. Person Specification: Essential Qualities / Skills • Excellent organisational skills, working to deadlines, effective prioritisation, multi-tasking, working without supervision and co-ordination of helpdesk support services. • Educated to A-Level or equivalent level of practical experience. • Experience of working within a fast-paced IT support environment and the ability to learn quickly on the job. • Working knowledge of all Microsoft Office products, good knowledge and exposure to Microsoft and Apple operating systems. • Knowledge of AV equipment such as data projectors, sound systems and video conference facilities. • Ability to work as part of a team as well as on own initiative. • A developed skill for troubleshooting and fault diagnosis, Analytical and methodical with a meticulous eye for detail. • Excellent communication and interpersonal skills. Ability to communicate effectively, efficiently, and courteously to all levels of staff, students, and visitors with differing levels of technical knowledge and ability. • Ability to use tact and diplomacy when dealing with difficult customers and stay calm under pressure. • Customer service focused and flexible attitude with a ‘can do’ approach. • Self-motivated and enthusiastic approach to work. IT Helpdesk Technician - Job Description October 2024 Desirable Qualities/Skills Experience of working in an IT support team Previous experience of working with students and conferences. Experience in delivering IT services, including system and network installation and administration. Project management experience. • • • • • CompTIA A+, CCNA, ITIL Foundation 4 or equivalent qualifications. IT Helpdesk Technician - Job Description