Job Title:
Technical Support Analyst - Victoria School and Millie College
Unit/Directorate:
IT
Reports To:
Head of IT
Supervises:
None
Budget:
IT – XSY1
Grade:
TBD
Date:
Oct 2024
Purpose Of The Job:
To provide 1st and 2nd line hands-on Technical Support for colleagues across the Victoria School and Millie College sites and throughout Shaftesbury Group. This includes support for related technical systems such as printers, access control, mobile phones, audiovisual equipment, and business systems including Accounting, HR, and Education and Care systems.
Main Duties:
1. Being friendly, patient, and helpful in all dealings with end users’ technical requirements.
2. Responding to and keeping the service desk tickets up to date.
3. Responding to IT incidents, problems, and requests, resolving them in line with agreed levels of service and to the user’s satisfaction, recording all information as required by local IT processes.
4. Supporting users in using standard office systems and other software in use across Shaftesbury Group.
5. Setting up, maintaining, and removing user accounts, file sharing, and mailboxes as required and in line with audit and security policies and procedures.
6. Installing and testing new software, downloading and applying updates and patches in line with agreed policy and procedures, and building packages as required.
7. Acceptance testing new desktop hardware and building/configuring/installing in line with Manage Change process, ensuring user satisfaction.
8. Configuring and supporting mobile devices, including phones, smartphones, and laptops.
9. Undertaking routine monitoring and maintenance tasks including server monitoring, attending out of hours where necessary to assist in resolving incidents and/or undertaking planned maintenance with minimum impact on users.
10. Ensuring anti-virus software is up to date and working effectively on all equipment as required.
11. Backing up data according to policy and procedures and supporting periodic tests to ensure recovery in the event of systems failure or loss.
12. Developing knowledge of specific aspects of Livability systems, such as networking, VPN, build management, backup, and replication, to provide increasing levels of 2nd and 3rd level support over time.
13. Supporting continuous improvement of Shaftesbury services, systems, and processes through improved quality management and documentation.
14. Being responsible for and able to evidence own personal development by undertaking relevant training, attending meetings, conferences, and events, ensuring that you are updated in all matters relevant to the role within your Personal Development Plan agreed with your manager.
15. Carrying out additional duties and tasks that may be required within the range of the responsibilities of the post.
WORKING RELATIONSHIPS AND CONTACTS:
Internal: Head of IT - line management and day-to-day supervision of work undertaken; Business systems and IT project engineers – provide support and advice on projects as and when required.
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