MAIN AREAS OF RESPONSIBILITY

Your responsibilities will include:

Providing high-quality technical IT support, advice and guidance to staff, students and head office employees where necessary

Ensuring IT Support needs are logged appropriately on the Service Management system, retaining ownership of IT support tickets and ensuring users are kept updated

Ensuring that IT support tickets are resolved within the target resolution time

Re-routing and/or escalting IT support tickets to the appropriate team as necessary

Identifying, implementing and documenting workarounds for desktop related problems within the Knowledgebase.

Identifying recurring IT incidents and performing root cause analysis to identify the underlying cause

Notifying key contacts within the Federation and Academies under your care on detection of a major incident affecting the service or our ability to deliver a service

WHAT WE ARE LOOKING FOR

We would l...