IT Support Technician (Education Industry) - 1st/2nd Line Up to £31k 25.5 Days Holiday BH 37 Hours PW 1 Day From Home JOB PURPOSE: Provides 1st and 2nd line support to stakeholders in line with trust internal IT policies and procedures; supports the Senior IT Analyst and the IT Network and Support Manager in the delivery of IT Services; supports the operation of all IT systems, services and infrastructure; provides IT assistance and training to all stakeholders. MAIN DUTIES & RESPONSIBILITIES IT Services Team The IT Support Analyst will: Work collaboratively and effectively with colleagues within the IT Services team to support the development of the IT Services. Support IT Services team colleagues with peer-to-peer knowledge sharing and training. Participate in annual performance reviews with the IT Network and Support Manager. Under direction of the Senior IT Analyst and IT Network and Support Manager, organise and monitor own workloads to meet organisational needs. Ensure the prioritisation of own workloads is implemented efficiently and effectively. Support practices for continuous development across the IT Services. IT Service Desk The IT Support Analyst will: Follow and deliver upon the trusts IT service desk support and incident management policies and processes to all stakeholders. Follow and deliver IT service desk incident and support service offerings in line with the internal and external KPIs and SLAs. Support the IT Network and Support Manager in ensuring that all stakeholders have access to the IT resources required to perform their roles effectively and efficiently. Provide 1st and 2nd line support to stakeholders effectively and efficiently. Provide desktop on-premise support to stakeholders as required. Escalate complex IT incidents and service requests to the Senior IT Analyst and IT Network and Support Manager as required. Support the use of ITSM through the ITIL methodology, including incident problem and change enablement. Follow internal IT policies and processes for the induction, movement and departure of staff. IT Resources and Asset Management In support of the IT Network and Support Manager the IT Support Analyst will: Maintain and update an accurate asset management system for IT resources. Ensure the integrity of the trusts records of IT assets and their assignments to stakeholders. Ensure the assignment of IT assets to stakeholders are managed, maintained, recorded and updated effectively and accurately. Maintain the IT resources. The IT Support Analyst will: Follow relevant health and safety guidelines and participate in risk assessments where required. Install, configure, and deploy IT resources, including both hardware and software, in line with operational IT policies and procedures, to support the delivery of IT to all operational areas. Install and deploy pre-approved software in line with operational IT policies and procedures. Setup and support the use of AV equipment as required. Manage printing resources, ensuring that toner is stocked and ordered as appropriate. Liaise with third party suppliers providing us with products or services. IT Training and CPD The IT Support Analyst will: Work with the Senior IT Analyst and IT Network and Support Manager to develop and extend IT knowledge and capabilities. Provide training and CPD to stakeholders in the form of written knowledge base articles, service-area updates, and communications, on-demand and live virtual training sessions and physical training sessions to both individuals and large groups, in support of the strategy for IT and stakeholder development. Participate in internal training and CPD as required. Advise the IT Network and Support manager on any specific training requirements. IT Systems and Infrastructure The IT Support Analyst will: Follow and support internal IT security policies, processes, and cyber-security measures and procedures at all times. Facilitate access to the IT networks and infrastructure, creating user accounts and ensuring appropriate access rights in line with internal IT policies and processes. Under direction of the IT Network and Support Manager: o Administer the management information systems. o Administer the public cloud architecture, systems, applications and security. o Administer the on-premise network infrastructure, systems, services and hardware. o Administer the VOIP, CCTV, building management and print management systems. o Administer the safeguarding and content filtering solutions.