The ICT Assistant will provide first line support to our clients users and technical support in the ICT service desk and data centre. Delivering an excellent standard of customer service, resolving issues and requests where possible or escalating efficiently to other parties. Liasing with users and technical staff and using your initiative and research to provide fixes and solutions to resolve faults and technical issues. Provide advice to customers, prepare guidance material and maintain the helpdesk database.
The Key areas of responsibility:
Be the first point of contact for ICT, communicating clearly & concisely with IT users to assess problems and requests
Respond to queries, ensuring that service requests (faults and guidance) are logged on the IT helpdesk database and allocated by priority, resolved where possible or referred to 2nd line or relevant 3rd parties for resolution. Making sure due dates are kept or renegotiated. Managing the IT helpdesk mailbox and voicemail.
Configuration of hardware and devices including desktop computer, printers, tablets, i-pads, phones and mobiles. Installation of software or configuration of software as required
Setting up new user accounts and amending existing users, settings up and amending groups, account maintenance as required such as unlocking accounts, changing passwords, amending settings.
Doing the daily systems checks. This includes, but is not limited to: backup routines, AV updates, sql job execution, scheduled task execution, checking consoles and logs
Configuring and monitoring the clients network. This includes, but is not limited to, configuring wireless access points, configuring static routes, internet or WAN troubleshooting and performance issues on host servers or vital servers, networked storage devices.
IT Web Champion responsible for IT updates on the client’s website and intranet. Including, but not limited to: Updating staff directory, keeping the helpdesk knowledgebase up to date, writing or updating new documentation for changes in systems, uploading documentation or content
Keep it records up to date including but not limited to: equipment list software list mobile phone billing documentation raising purchase orders invoicing equipment requests and returns disaster recovery records manuals and how to documentation.
Keeping own knowledge up to date to provide customers with the relevant advice on ICT
GCSE in English and Math
Qualification in IT or the equivalent knowledge gained through experience eg NVQ or apprenticeship
Excellent ICT skills in windows operating systems
Positive can-do attitude
willing to travel occasionally
Monday - Friday 9am - 5pm