ILT Services Helpdesk Technician

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1 Department of Information and Learning Technology (ILT) Reporting Relationships Responsible to: Responsible for: Desktop Support Team Leader Providing helpdesk support to second line level, maintaining administrative systems that support the service and general office administration. Job Purpose The ILT Services team provides College-wide ICT services for the academic and administration network and all users. The team deals with PC hardware and software, as well as a variety of technology based presentation devices and business applications. Its customers encompass all employees, students and clients of the College. The role is responsible for ensuring that the College s communications and computer equipment and infrastructure are adequately maintained and developed and for ensuring uninterrupted access to the network for staff and students during all required hours. Duties and Responsibilities Recording of incoming ILT support requests Active Directory Administration 1 st line administrative support for college systems Preparation of call request documentation, assistance in the allocation and recording of work as directed by the Desktop Support Team Leader. Liaison with support technicians to ensure feedback on work progression to service requesters First and second line (remote access) help provision as directed by the Desktop Support Team Leader to both college and commercial clients. General office administrative tasks such as ordering stationery, organising and filing documentation etc.

2 Assisting the Desktop Support Team Leader in procurement as directed. Compiling and maintaining up-to-date and accurate records of all college software and ILT assets. Liaise with the Desktop Support Team Leader and assist with auditing college software by physical visits and electronic auditing means. Provide initial and ongoing training to users so that they can efficiently use the college software systems (Office 365, , intranet, ILT systems in particular). The above list is neither exhaustive nor exclusive, and the post holder will be expected to undertake any other duties within his / her capability and experience that may be relevant and necessary to fulfil the post effectively. Other Information Equal Opportunities The College is committed to the principle of equality of opportunity and requires that the postholder adheres to the College s Equality & Dignity at Work Policies. The aim is to ensure that no colleagues, learners, potential employees, governors, visitors or others are harassed, or receive less favourable treatment on the grounds sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. Training and Appraisal Opportunities for training are available to all members of staff, and you may be required to attend, from time to time, training courses concerning your employment. The College also operates an Appraisal System, and all members of staff are expected to take part in the process. Health and Safety Under the Health & Safety at Work Act 1974 it is the responsibility of individual employees at every level to take care of their own health and safety at work and that of others who may be affected by their acts at work. This includes co-operating with management in complying with health and safety obligations, particularly by reporting promptly any defects, risks or potential hazards. Data Protection Computer information should only be accessed if this has been authorised and is necessary as part of the post holder s work. Unauthorised action being taken, in accordance with the College s disciplinary procedure, may lead to dismissal. The post holder s attention is also drawn to the Data Protection Act 1998 and the Computer Misuse Act 1990.

3 Havering College of Further and Higher Education Department of Information and Learning Technology (ILT) Person Specification Requirements Desirable/Essential Educational Attainment Knowledge, Skills and Aptitudes required Experience A high standard of general education will be expected including English GCSE at Grade C or higher - (e). Experience of working in an IT environment and a recent IT qualification - (d) Hold a relevant qualification in MS products, MCP or equivalent (d) Excellent interpersonal and telephone skills and able to demonstrate the ability to work effectively in a small team (e). Knowledge of MAC hardware and current operating systems such as OSX (d) Capable of resolving set up configuration and conflict problems on a range of networked/client based peripheral devices (d) Capable of working under pressure, maintaining communication with service requesters (e). Excellent organiser, able to develop and maintain records and filing systems. Using electronic and manual systems (e). Ability to analyse priorities and re-assess these as required (e). Possess excellent attention to detail - (e) Maintain quality within tight timelines (e) Confidence and ability to deal with clients at all levels in the organisation (e) Ability to liaise professionally with third party commercial clients (e) Polite, professional manner, ensuring problems are addressed efficiently (e) Possess a keen interest in IT and enthusiastic to maintain IT skills and update as necessary (e) Views success in relation to the team s success (e) Willingness to learn about new technologies affecting work (e) Willingness to accept responsibility for new projects (e) Experienced in instigating filing systems electronically with manual back up

4 Experienced in Office 365, MS Office, Novell, Apple Mac. Able to fault find with all of these technologies (d) Circumstances Willingness and ability to travel between College sites (e)

5 Havering College of Further and Higher Education Department of ILT Conditions of Service Contract: Annual Leave: Hours of Employment: Salary: Probationary Period: Location: Smoking: Termination: Medical Report: DBS Check: References: Appointment subject to: Pension: Representation: Car Allowances: Additional Employment: Permanent Full time leave entitlement is 24 days per annum. (Adjusted accordingly for part time roles) Standard public holidays are in addition to this. The leave year runs from 1 st September to 31 st August. 36 hours per week, 52 weeks per year. This may include occasional Saturdays or evening work and is based on an annualised hours contract 18,817-22,695 per annum depending on experience and qualifications. Salaries are paid monthly on the last working day of the month. You will be required to have an account with a bank or building society, which can accept a direct credit transfer. 6 months. Staff are required to work on any site as required. A No Smoking Policy is in operation throughout the College. 1 month s written notice on either side. Upon appointment, you will be required to complete a Medical Questionnaire and may be required to undergo a medical examination. An enhanced DBS check is required for all posts within the College before you start work. The appointment is subject to two references, which are satisfactory to us. The conditions of service for Support Staff as recommended by the College s Employer s Forum as adopted by the College s Governing Body. A pension scheme is in operation through the Local Government Pension Scheme, but persons appointed may make their own arrangements. The contribution rate for the LGPS is variable between 5.5% and 7.5% of your Gross salary, dependent on your earnings, deducted on a monthly basis. The College recognises UNISON as the appropriate Trade Union for raising matters of staff concern. A staff travel and subsistence policy is in operation at the College and staff travelling between sites and on College business can claim a mileage rate for using their car. The College does not operate a car loan scheme. Staff are not allowed to engage as an employee, consultant, partner, proprietor or director in any other business without the prior written consent of the Principal. NB: The details shown under the heading Conditions of Service are for broad information only and must not be taken as a complete or authoritative statement. In no way do they constitute a contract of employment.

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