JOB PURPOSE

The role will include responsibility for the support and maintenance of the group desktop, mobile technology and peripheral equipment

The role will ensure that IT software deployment, support and end user hardware is in place, supported and to be fit for purpose and meet the current and future needs of any Group subsidiaries including Stamford & Peterborough colleges as well as the University Centre Peterborough.

IN DUTIES AND RESPONSIBILITIES

To work as part of a team maintaining and developing a complex and diverse network of desktop, mobile technology and peripheral equipment. Other resources include printers, copiers, scanners, smart boards, digital cameras and a wide variety of other peripheral devices, as well as Office 365 and Google packages.

The IT Technician will carry out general support-related tasks to support this environment covering all College sites, ensuring the requirements of students and staff are met at all times. Whilst implementing the IT strategy for IEG Group and provide technical support. You will help and support the maintenance of helpdesk standards, KPIs and SLAs and develop procedures for the delivery of outstanding IT user support in a 1st and 2nd line support capacity.

Together with your team and third-party service providers you will provide a reliable, customer focus, cost affective and high performing helpdesk provision. This included ensuring that support tickets raised are dealt with in an efficient and customer-friendly manner. That appropriate and timely responses and resolutions to support tickets are maintained, ensuring the communication of progress to service users and monitoring of resolutions.

Your main duties and responsibilities will include, but will not be limited to the following areas:

· Providing technical support for users with varying levels of IT knowledge and competence, over the phone, via remote access and in person.

· Contribute to the support of the team IT queues, prioritising and resolving tickets through timely resolutions and quality responses.

· Provide support to staff and students on IT issues via the most appropriate means, primarily first line support.

· Support departmental physical projects such as laptop roll ours, room configuration and capital hardware deployment.

· Contribute to the team initiatives and assist with new projects

· Maintaining a high degree of customer service for all support queries, including telephone calls, emails and IT requests logged via the IT Helpdesk system.

· Perform configuration, installation and upgrades of software and application of infrastructure team approved packages.

· Hardware support including PCs, Apple Macs, Projectors, Printers & other devices, including troubleshooting software and hardware problems and the repair of non-warranty technology.

· Train/support staff in the correct operation/use of the all computer/ IT equipment and mobile technology.

· Facilitate the deployment and configuration of workstations, laptops, and any other physical end user technology.

· Maintain the awareness of key technologies to ensure optimal use of resources.

· Assist other IT staff when directed by the Group IT Services Manager

· Follow departmental processes and procedures to ensure compliance with change control and documentation.

· Maintaining a high degree of customer service for all support queries, including telephone calls, emails and IT requests logged via the IT call management system.

· Physically movement of computers, mobile devices and technology

· Maintain the awareness of key technologies to ensure optimal use of resources.

· Assist in the configuration and implementation of new technologies.

· Assist in the deployment of new software systems where appropriate.

· Ensure the team is mitigating, monitoring and managing IT related risks.

· Any other duties that are reasonable and commensurate with the level of the post as required and following consultation with the postholder.