Your responsibilities will include: Providing high-quality technical IT support, advice and guidance to staff and students Ensuring that all IT Support needs are logged appropriately Retaining ownership of Academy IT Support tickets and ensure staff are regularly updating on their status Ensuring that IT support tickets are resolved within the target resolution time Rerouting and escalating support tickets as appropriate Identifying, implementing and documenting workarounds for desktop related problems Identifying recurring IT incidents and performing root cause analysis Notifying key contacts on detection of a major incident affecting the service or our ability to deliver a service