37 hours per week

Main purpose and scope of the post:

• Overseeing the efficient running of the IT Helpdesk function
• Ensuring IT staff close jobs in a timely and professional manner
• Directing and prioritising incoming support calls
• Providing a professional, friendly response to staff and students
• This is NOT an IT Technician role per se

Main duties:

• To serve as the first point of contact for customers seeking technical assistance either by phone, by email or in person
• To prioritise and efficiently log & assign these jobs to the IT Services team
• To develop and manage the self-service aspect of the Helpdesk and to follow up with customers where they haven’t provided necessary information
• To manage the Helpdesk system and identify & help develop possible improvements to our processes
• Be proactive in following up with IT Services team and ensuring calls are being closed professionally and on time
• Reporting on all aspects of the Helpdesk operation to the Desktop Supervisor and Head of IT Services
• Tracking and inventory reporting on all IT associated equipment. Logistical work will be involved during quiet periods of term
• Perform password resets on College systems where required and manage creation and deletion of user accounts
• Help update systems documentation where appropriate

Interviews will be held 01/02/2022