Responsible for: To provide 1 st and 2 nd line support to users of the College ICT facilities and assist with software and hardware installation.

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1 JOB DESCRIPTION Job Details Post: ICT Helpdesk Technician Grade: Pay Scale Range Point Responsible to: Responsible for: Key Purpose: ICT Services Manager None To provide 1 st and 2 nd line support to users of the College ICT facilities and assist with software and hardware installation. Specific Responsibilities 1. Provide frontline ICT support services for the college: Answer the ICT support telephone line, recording and dealing with requests and informing users of proposed steps for resolution of fault. Where possible perform tasks to resolve faults. Seek advice on possible resolutions and where necessary handover problems to ICT Engineers. Monitor the service desk system for new requests and act upon or assign requests as necessary. Deal with Staff and Student queries in person at the ICT support desk. Ensure all service requests are logged in the helpdesk system with all information required. Monitor the helpdesk system daily for requests that are due for resolution during the next 24 hours and resolve or inform the Senior ICT Engineer. Periodically update key users of progress towards resolution on major issues. Co-ordinate the duties of the ICT helpdesk apprentice and ICT Helpdesk students to ensure good levels of service from the first line ICT support. 2. Manage the issuing of loan IT equipment and consumables Handover and record the issue of printer cartridges to staff and ensure old cartridges are returned and stored for recycling. Inform the ICT administrator of any cartridges that are out of stock. Handover and record the issue of loan IT equipment including Mobile Phones and Laptops. Contact recipient and arrange the return of loan equipment that has not been returned after the agreed date

2 3. Update the ICT web site and user guides. Produce and edit user guides as needs are identified on the basic operation of college ICT systems and upload to staff and student web sites once agreed by the Senior ICT Engineer. Update the ICT web site informing users of system downtime, new or improved ICT systems, changes of policies and procedures and other relevant information. 4. Inform users of any unplanned issues. Use the College system and staff portal homepage to make staff aware of major service issues as instructed by ICT Engineers or ICT Manager. Where necessary communicate directly via or telephone to users of affected systems. 5. Provide support in the use of and troubleshoot problems with College ICT Systems. Perform basic troubleshooting of ICT problems using PC remote control services or a site visit. Record observations and findings in the helpdesk system for possible further investigation or information. Propose workarounds and other temporary solutions to minimise impacts of problems on end users. Train users how to perform basic configuration changes if required. 6. Assist in the continued reliability and enhancement of the College ICT Systems. Coordinate and perform proactive maintenance including the routine checks of IT classrooms to ensure normal operation. Deploy and Configure ICT hardware. Work as part of a team to deliver large ICT projects. Assist with the coordination and planning of special projects and preparing associated plans and reports where necessary. 7. Health and Safety responsibilities: To observe and keep aware of Health and Safety documentation and procedures in line with College policy. 8. Safeguarding responsibilities: Demonstrate a commitment to promoting and safeguarding the welfare of children and young persons in line with College Policy.

3 Professional Conduct All Staff are expected to: Participate in the College s Performance Appraisal system. Make the most efficient and effective use of human, financial and material resources. Be aware of and responsive to the changing nature of the College, adopt a flexible and pro-active approach to work and contribute to a range of cross-college initiatives to facilitate the delivery of key business objectives. Participate in department and College developments; attend internal and external meetings and training programmes relevant to the performance and execution of the duties of their post. Be conversant with and operate all appropriate information technology resources available and to keep abreast of developments in this area. Participate in the development of a responsive customer centred approach to service delivery. Ensure compliance with all College policies, procedures and regulations and assist in the implementation of decisions of the Corporation. Give good notice of any absence in line with the College s Absence Management Policy. Adhere to general standards of conduct embodied in College policies. To work flexibly and efficiently, to maintain the highest professional standards and to promote and implement the policies of the College. General Duty hours will be agreed in advance with the ICT Services Manager. Within the limitations set out in your contract, working hours are flexible and can be subject to variation depending upon needs. They may, for example, include weekends and evenings. It is expected that holiday entitlement should be taken at times convenient to the department. This job description is current at the date shown below. In consultation with you and your trade union representatives if requested, it is liable to variation to reflect or anticipate changes in, or to, the College environment.

4 Person Specification Post: ICT Helpdesk Technician Area to be Assessed Qualifications Essential Desirable Required Evidence Level 2 qualification in English and Maths Level 3 qualification in IT. Verification of qualifications (candidates to bring originals to ) Professional Development A personal commitment to keeping your professional knowledge up to date and improving your capabilities A willingness to undertake staff development, additional subject training and skills updating in line with professional standards Formally recording your learning to show that you are actively committed to the development of your career e.g. a Continuing Professional Development/ Student Portfolio showing: Work experience/on the job training; qualifications; short courses; informal learning such as reading; attending an event; personal development; out-ofwork activities. Application Form Evidence of development i.e. CPD record (candidate to bring to ). Knowledge E-literate and competent in Microsoft Office: MS Word: A good working knowledge of producing documents and s. MS PowerPoint: Able to create basic presentations MS Excel: Able to create basic Excel formulas, enabling manipulation and dissemination of information Knowledge of using and configuring Apple OS X operating system. Assessment Test Knowledge of using and configuring Microsoft Windows XP and Windows 7 operating systems. Knowledge of computer hardware and networking. Experience Demonstrate experience of working in a customer facing role. Demonstrate Experience of working in an IT Support Role.

5 Skills & Qualities Demonstrate high levels of organisational skills Demonstrate excellent communication skills, both oral and written and interpersonal skills based upon a team approach. Demonstrate ability to be self directed with initiative and to be able to solve practical problems with limited supervision Must demonstrate a strong commitment to equality and Diversity Demonstrate ability to work as part of a team and to develop and sustain good working relationships with internal and external customers

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