Service Desk and Technical Assistance:
- First line 'break-fix' assistance to school based users as directed by the site Service Desk queue
- Use the service desk software to report, log and correspond to requests
- Communicate with school-based staff to inform them of action and progress of reported problems
- Assist school-based staff and students with technical issues*
- Provide high levels of customer service
Hardware/Software Support and Fault Diagnosis:
- First line support for workstation and laptop support. Assessment and resolution of hardware/software issues
- First line support for printers. Basic assessment and resolution of hardware issues
- First line support for ICT peripheral devices (USB devices, Scanners, tablets etc)* Assessment of hardware/software issues
- First line support for interactive whiteboards and projectors. Basic assessment and resolution of hardware issues
- First line support for wireless access points and hardwired network points. Basic assessment and resolution of issues
- Complete trouble-shooting tasks on supported infrastructure as directed by the service desk.
- Test and change cables as required. (Network, USB, serial, parallel etc)
- Change and diagnose hardware equipment as directed by the service desk
Routine Maintenance and Service Tasks:
- Complete software installations on workstations and laptops as directed by the service desk
- Complete deployment of images to workstation or laptops as directed by the service desk
- Change and replace printer consumables, paper as required
- Restore workstation/laptop images as directed by the service desk
- Complete Active Directory maintenance tasks as directed by the service desk
- Complete backup restores as directed by the service desk
- Complete routine hardware/software maintenance tasks as directed by the service desk
- Report breakages, vandalism or reoccurring problems to the service desk
- Maintain school asset record systems
You will be working towards an Information Communications Technician Level 3 Qualification over the course of 15 months.
