About the role
We are looking for a Desktop Support Technician Apprentice to join our IT Services team here at Telford College.
Key Responsibilities
• Deliver an effective and customer focused help desk: Acting as one of the first points of contact for the IT/digital support contact line, recording support requests in relevant systems and support of the end user with their query/issue. Escalating if necessary
• Respond to support calls from end users to ensure a customer focused approach detailing with support calls.
• Supporting end users remotely, as wells as physically on the college sites.
• Assist with maintaining, managing, and updating all college hardware ensuring it remains in a serviceable and compliant condition
• Report/diagnose/record and resolve all college hardware and software faults
• Install software packages to run under college operating systems, in line with the college IT security policy
• Support the network team with testing of new software, hardware and computer images prior to cross-college roll out
• Install and test college purchased computer hardware (including Apple devices) and other peripheral devices
• Assist and support the scope and implementation of specific projects as requested by the line manager
• Maintaining the IT asset log of all equipment and undertake annual IT asset reviews and checks. Ensuring all assets entering the college are correctly recorded, amend records on any changes and support with recording of assets for disposal
• Assist with the checking and maintaining device records in Windows Active Directory and Intune MDM and using the systems to deploy software and apps.
• Assist with the issuing of portable IT equipment to end users, following the college procedures
• Support with the facilitation of AR/VR sessions through the dedicated suite, but also with portable equipment on/off the college campus
• Support with the maintenance and preparation for AR/VR sessions through the dedicated suite, but also preparing portable equipment to be used across the campus and off site
• Assist college functions, such as open evenings, enrolment, awards evenings etc.
• To undertake any other such duties commensurate with the grade of the post as may be requested of you by your Line Manager at your initial place of work or at any other premises which the Corporation currently has or may subsequently acquire.
• To know and abide by the health and safety
Skills, knowledge and expertise
Qualifications and training
Candidates should be able to demonstrate good levels of skills in IT and previous experience working with IT packages to include Microsoft office, Office 365, Teams etc
Hold Level 2 English and Maths (A* – C) or equivalent or willing to work towards this with Telford College
Skills and expertise
Good interpersonal skills to enable effective communication with students and staff at all levels
Ability to demonstrate a positive, friendly and ‘can do’ attitude towards dealing with colleagues and students and resolving issues to provide excellent customer care
Ability to prioritise a busy and diverse workload to ensue services are delivered to meet time constraints
Willingness to work variable hours when necessary to meet the requirements of the post which may include some weekend and evening work
Recent experience of working in a customer focused environment either through employment, voluntary work or work experience