Job Description IT Support Assistant

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1 Job Description IT Support Assistant The Setting: At Wellington College Bilingual Shanghai, we appreciate that every child is a unique and able learner from birth. The heart of our vision is to ensure that Wellington College Bilingual Shanghai is the leading and most inspirational early years education provider in Shanghai. It is our desire to afford every child the opportunity of growth and fulfilment in a setting which imbues the five core values of Wellington: Kindness, Courage, Integrity, Respect and Responsibility. As an institution, Wellington College Bilingual Shanghai represents a marriage of traditional values and evidence-based practice from the UK and China. We know that excellent early years education provides children with an increased chance of success in school and later in life, thereby contributing to creating a society where opportunities are equal regardless of background. To this end, we are seeking a team of motivated, dynamic and forward thinking professionals who will add something special to this exceptional early years setting. Basic Information Job Title IT Support Assistant Department IT Supervisor Subordinate Objectives British Headmaster (coupled with the IT Director in the Central Office) The IT Support Assistant position is a key support role in the areas of IT services. Under the line management of the British headmaster the IT Support Assistant will ensure the smooth daily functioning of IT services within the setting; including hardware and software support, maintenance, training and database management. The IT Support Assistant will provide IT support to the British Headmaster and staff across the setting such as proving level 1 support to issues raised by staff, management of hardware and software, general maintenance and repairs, training of end users, supporting the IT Director in implementing the IT strategy for WCBS and the group, support in the management of the data management system (with support from the group database manager) and work closely with other Admissions and Marketing personnel regarding IT services as required. The professional image and conduct of this person is crucial in emulating the ethos of the setting. Reporting to the British Headmaster and indirectly, the IT Director in Central Office, the IT Support Assistant must operate in a timely, determined and effective manner at all times. Autonomous, determined and professional behaviour will be key features of the post-holder s practice and these will be consistently demonstrated at all times. The post-

2 holder must be able to communicate effectively with team members and external agents involved in WCBS. Key Responsibilities 1. Act as the first point of contact for staff in requesting IT support. Provide warm and welcoming personal service to all team members and manage requests efficiently and effectively; e.g. by implementation of a ticketing system. 2. Provide IT support including general training, maintaining and repair of hardware and management of software. 3. Provide training and support for staff as part of a structured programme and on a needs basis to ensure users are able to effectively utilise IT services. 4. Provide ongoing support and guidance to developing IT services for the setting, including liaising with the IT Director. 5. General Responsibilities: To take responsibility for the day-to-day running of helpdesk and associated processes including proactively: - coordinate all help desk tickets of the school - management of school devices - support the Academic and Non Academic teams with the administrative tasks and communications - provide exemplary service to all students, staff and parents manage the dedicated helpdesk, providing an innovative, welcoming environment for all manage the procurement, tagging and deployment of all ICT assets 6. IT Project Management for the setting Liaise with the IT Director and British Headmaster and the wider team in an effective and efficient manner, keeping the team abreast of on-going issues, work priorities and progress Provide the Academic and Non Academic Teams with general administration and support Manage hardware procurement and deployment, liaising with vendors and key stakeholders Provide initial point of contact for school staff, students, parents and vendors Ensure all ICT spaces are compliant with H&S policies 7. Organisation of IT services Coordinate daily processes and procedures to meet address ICT requests from staff, students and their parents Develop and monitor mechanisms for prioritising and managing ICT requests proactively and in a timely, well-communicated manner

3 Coordinate the Help Desk staff including management of work priorities, standards and roster Coordinate the ticketing system including the allocation of tickets to staff, ensuring on high-level communication and ticket prioritisation Ensure the ready availability of help desk resources (e.g. spare parts, replacement computers, printer toner, other consumables) Coordinate vendor service, insurance and warranty items and associated documentation and approval processes Coordinate the helpdesk budget development, expenditure, approval and payment processes including on-going monitoring of budget lines Pro-actively coordinate the settings asset management system, including accuracy in the provisioning of all ICT equipment Liaise with the settings vendors in the supply and maintenance of hardware, software and support 8. Service level agreement Foster a culture of proactivity, responsiveness and service orientation Provide information, advice and assistance to key ICT stakeholders Maintain high level communication across all ICT functions within the setting ensuring the community is kept abreast of developments in the ICT department and their impact on staff, pupils and parents Manage the responsiveness of the team, prioritising and processing of walk-in, phone and ticket requests in a timely and efficient manner Document and maintain visibility of vendors meeting their SLA agreements Provide monthly reports as required e.g.: breakages, warranty claims, etc. Monitoring and escalation of network and systems 9. Health and Safety practices Practice safe operating procedures when handling equipment Current and continuing commitment to Equal Opportunity and Occupational Safety and Health/ Workplace Health & Safety in all aspects of employment and service delivery 10. Other duties as assigned by the Group Director of ICT or School Headmaster 11. Actively participate in any related training held by the setting. Basic Qualification Education Bachelor s degree, Major IT or related subject Language Fluent written and spoken English Working Management 3-5 years customer service experience, ideally in a context that includes international staff of management of teams is advantageous Expertise of working in an early years / educational setting preferred A minimum of three years post qualification experience Fluency in English and Chinese

4 Preferred Aptitudes Outstanding ability to interact in a positive and friendly way with all staff through effective Customer service orientation and excellent interpersonal skills Ability to deliver excellent service at all times The ability to prioirise workload and meet deadlines Excellent communication skills with a diverse range of people and interpersonal skills Ability to multi-task and prioritise Ability to work to tight timelines Able to work long hours and occasional weekends for events Demonstrating practice that represents the five core values of Wellington at all times (courage, integrity, kindness, respect and responsibility) Excellent communication and interpersonal skills, proven ability to communicate effectively with different types of people and in crossculture environment Strong passion for the education industry Strong track record of solving complex problems, strategic thinking and delivering significant impact. Proven ability to work with metrics, numbers and trends, and develop recommendations for action based on the analysis. Personal Integrity, accountability and credibility Strong mindset for continuous improvement to meet or exceed expectations. Applicants are invited to submit all relevant documents by the date stated below. Following shortlisting, candidates will be invited for interview within four weeks of the deadline date. Please submit CV and cover letter, together with an application form (available to download from in English and to Please note that any application with missing materials will not be considered. Application deadline: Monday 30 th November 2015

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