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The Role Overview:
In this technical position reporting to the IT Operations Manager, the main focus is on managing the College's IT helpdesk systems, addressing IT issues, and resolving first-line concerns.
1. Take ownership of Technical Support for resolving First Line issues.
2. Provide Technical Support and assistance to 2nd and 3rd line support staff.
3. Triage calls to the IT Helpdesk, ensuring proper assignment of tickets.
4. Facilitate the smooth running and maintenance of the College's IT Helpdesk.
5. Assist in maintaining and updating the Helpdesk database.
6. Uphold copyright and data protection laws.
7. Maintain stock, software licenses, anti-virus, and servicing records.
8. Contribute to the production of documentation for hardware and software.
9. Work to ensure equipment complies with the guidelines in the College's Health and Safety Policy.
10. Align with College policies on Equal Opportunities and ensure adherence within the service.
11. Fulfill any other relevant duties within the framework of this grade, as required, at a location determined by service needs.
1. Possess the necessary skills to assist end users with hardware and software-related issues.
2. Demonstrate understanding of computer hardware and software.
3. Exhibit knowledge of cloud, email, and office applications.
4. Ability to create and maintain records of equipment, software installs, and updates.
5. Capability to generate software update roadmaps, schedule, and complete updates according to college-decreed timescales.
Because education matters. Dovetail and Slate Limited ((phone number removed)) acts as an Employment Agency