Provide 2nd line technical ICT to support to all aspects of ICT for MidKent College. The following is an indication of the type and level of the main priorities expected of this role as directed by your line manager and is not intended to be a comprehensive list of duties or tasks: 1. Provide the desktop, A/V and site infrastructure support and maintenance in response to logged help-desk tickets and requests for service, taking responsibility for 1st & 2nd Line support at a designated site. 2. Perform troubleshooting of ICT problems using PC remote control services or a visit in person, responding to customer issues within the defined parameters of the published SLA. 3. Resolve and /or escalate help-desk tickets and requests for service, in line with departmental procedures and policies. 4. Participate in the production and maintenance of documentation, procedures and processes for fault resolution, system implementations, training guides etc. 5. Provide support for College administrative systems including the student records system, payroll system, etc. 6. Provide regular updates and feedback to end users regarding status of help-desk tickets, ensuring that the ICT help-desk is kept updated at all times with information relevant to the progress, resolution or remedial actions of queries. 7. Provide end user training in the use of College ICT Systems. Maintain an up to date an accurate Hardware and Software audit and record this in the College asset system. ADZN1_UKTJ