Job Description: IT/ ILT First Line Support Technician

Transcription

1 DESIGNATION: IT/ ILT First Line Support Technician REPORTS TO: Team Leader IT First Line Support SUPERVISES: Nil HOURS : 36 HPW SCALE : 03/04 CONDITIONS OF SERVICE: RACC Business Support EFFECTIVE DATE : 1 August 2014 JOB PURPOSE: 1. To provide first line support to system users as required in the fields of IT hardware and software, telephony and Information and Learning Technology (ILT) 2. To be responsible for prioritising and responding to calls and requests to the First Line Support IT Helpdesk according to set protocols and targets and as allocated by the Team Leader 3. To be responsible for diagnosis, fault finding and resolving the majority of helpdesk requests for relevant support and to work flexibly across the areas covered by the Helpdesk when required 4. To be responsible for escalating problems and requests outside technician skills set to the IT First Line Support Team Leader according to set protocols 5. To support and maintain the computer systems and software operated by the College and install upgrades of new IT/ILT hardware, software and peripherals as approved by the IT First Line Team Leader 6. To provide assistance and advice to users to help them obtain best performance from IT and ILT resources at all times and to aim to enhance the learner experience 7. To assist the IT First Line Support Team Leader research in the procurement of appropriate technology and resources 8. To work flexibly with other members of the First Line Support Technician team to ensure that the needs of service users are met promptly and appropriately at all times 1

2 KEY ACCOUNTABILITIES: 1. To provide first line support to system users as required on a rota system over the college working week this will include support from 08.30am and include evening and weekend cover (Saturday and Sunday as required) 2. To work closely with other members of the IT First Line Support Team to ensure that service users receive the best possible service at all times 3. To be responsible for prioritising and responding to calls and requests to the IT Helpdesk according to set protocols and service level agreements (SLAs) 4. To be responsible for diagnosis and fault finding and resolving helpdesk requests relating to IT hardware, software, telephony and ILT 5. To be responsible for escalating unresolved problems and requests to IT First Line Support Team Leader according to set protocols 6. To support and maintain hardware, peripherals and software operated by the College and install new IT equipment and software as directed by the Team Leader 7. To physically relocate equipment (e.g. PCs, lap tops and printers), ensuring compliance with IT protocols including Health and Safety, and updating inventory records as the result of any moves 8. To be responsible for a logging in/logging out system to ensure all IT equipment is accounted for at all times and records are maintained to ensure the IT asset register is up to date and accurate 9. To maintain the security of all IT systems and equipment at all times 10. To provide support for staff and student inductions in the use of ILT and AV equipment and software, producing help sheets and providing training for staff as required 11. To keep up to date with systems knowledge through Continuous Professional Development 12. To undertake project implementation to support the College s IT Development Strategy when required 13. To provide assistance and advice to users to help them obtain best performance from College IT equipment and software 14. To comply with Data Protection and Health & Safety legislation to include Safeguarding systems 15. To promote Equality and Diversity and Customer Care 16. To carry out any other duties pertinent to scope of the post as directed by the Principal or designated authority These are the key tasks as currently defined; they are not listed in priority order and should not be taken to be so. The duties will be subject to periodic review and the post holder will be expected to take on any reasonable changes arising from the review. Signature of Employee... Date:. 2

3 Signature of Line Manager:. Date: 3

4 PERSON SPECIFICATION JOB TITLE: IT/ ILT First Line Support Technician GRADE: Scale 03/04 DEPARTMENT: ITS JOB-TIME: Full-time HOURS: 36 Hours per week C R I T E R I A Skills/Abilities/Knowledge 1. To have a good understanding of IT/ ILT support desk procedures 2. To have a good understanding of VLE environment 3. To have a good knowledge of Microsoft and Apple Products including desk top, lap top, IPad and printer systems 4. To have a good knowledge of hardware fault finding, software issue resolution, printers, peripherals, wireless technology, basic IP telephony, all aspects of the student and staff intranet and staff and learner requirements 5. To have a good knowledge of networking 6. To be able to take calls, prioritise and action incoming helpdesk tickets/ s/ telephone calls 7. To have good diagnostic skills 8. To be able to work calmly under pressure, dealing with service users in a polite and efficient manner 9. To have a professional and methodical approach to problem solving 10. To be able to document known issues and fixes to add to department knowledge base 11. To be able to demonstrate good communication and interpersonal skills as required with members of the ITS team, the customer and external IT related contactors 12. To have the ability to work effectively within a team and to work on own initiative. 13. To have a good knowledge of Health and Safety, Data Protection and other regulations relevant to the post 14. A personal and professional commitment to Equality and Diversity and Customer Care objectives The technologies relevant to this post are: - VLE environments e.g. Moodle, screening and assessment packages e.g. BKSB and E-Tracker, AV solutions, Windows 7 Pro, Microsoft Office, Apple, OSX, IOS, Printing Solutions, Adobe, Autodesk, Legacy software packages, Examination software packages, Active Directory, TCP/IP, Basic level IP Telephony, NComputing, Intel PC & Apple Mac Hardware, Blackberry, Meru Wireless technology, Promethean. Qualifications and experience 1. Qualified to at least Level 3 in a related IT discipline with GCSE English and Maths grades A*-C 2. Experience of working in an IT customer service environment 3. Experience of IT Helpdesk systems 4. Evidence of ongoing Continuous Professional Development 4

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