Your responsibilities will include:
* Providing high-quality technical support, advice and guidance to staff, students and trainee teachers
* Ensuring that all incidents and service requests are logged appropriately
* Retaining ownership of all incident and service request tickets and ensuring staff are regularly updating, re-routing or escalating where necessary to achieve resolution.
* Identifying, implementing and documenting Known Issues and workarounds for desktop related issues
* Ensuring that Academy incidents and service requests are resolved within the target resolution time
* Imaging, deploying and maintaining Windows 10 based PCs, Laptops and tablets, and Apple OS iMacs and iPads
* Installing, configuring and maintaining computer peripheral equipment
* Installing and testing new software and software updates and upgrades
* Installing, configuring and maintaining VoIP telephones
* Familiarising yourself with the network infrastructure and associated documentation
* Ensuring that the server and network infrastructure at both locations are regularly checked and maintained
* Working with the IT Service Manager and Infrastructure team to support the on-site infrastructure elements such as physical & virtual servers, UPS’s and other networked devices
* Administering Active Directory user login accounts
* Managing Active Directory Distribution and Security groups within the Academy
* With the assistance of the Federation IT Service Manager, ensuring that all Academy systems documentation is maintained and updated as required.
* Delivering the IT support service in accordance with ITIL and HarrisNET principles.
* Updating and maintaining the IT assets in both locations as listed in the CMDB
* Planning and managing the work of Central Reprographics, including photocopying, design and production of resources to support teaching and learning
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