Serve as the first point of contact for any IT-related issues and will help to ensure that staff can effectively use technology to support their work.
User Support: Provide technical assistance and support to end-users, responding to their inquiries, troubleshooting issues, and resolving technical problems related to hardware, software, networks, and other IT systems.
Help Desk Management: Manage the IT help desk system, including logging and tracking support tickets, prioritizing and categorizing issues, and ensuring timely and effective resolution of user problems.
Hardware and Software Troubleshooting: Diagnose and resolve hardware and software issues, including desktops, laptops, printers, scanners, operating systems, productivity software, and other applications. Install, configure, and update software and drivers as needed.
Network Support: Assist with network-related issues, such as connectivity problems, wireless network setup, and troubleshooting network devices.
System Maintenance: Perform routine maintenance tasks on IT systems, including software updates, patches, and security fixes. Conduct system health checks, monitor system performance, and optimize system resources.
User Account Management: Administer user accounts, access controls, and permissions. Create, modify, and deactivate user accounts as per organizational policies and procedures. Ensure data security and compliance with user access management.
Documentation and Knowledge Base: Create and maintain documentation, knowledge base articles, and standard operating procedures for IT support processes, common issues, and resolutions. Share knowledge and best practices with the team and end-users.
Hardware and Software Procurement: Assist with the procurement process for IT hardware and software, including researching options, obtaining quotes, and recommending suitable solutions based on user requirements and budget constraints. Performance & Quality
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
Provide regular and accurate management reporting on IT Service performance
Effectively deliver/manage Staff Management including mentoring, training, target setting and performance assessment
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Experience
Bachelor’s degree in information technology, Computer Science, Education Technology, or a related field.
A minimum of 4 years relevant work experience,
Qualifications
Certifications in relevant IT areas (e.g., Microsoft, Cisco, CompTIA) is an advantage.
