To provide high-quality technical support, advice and guidance to the staff, students and trainee teachers at both locations.
To ensure that all incidents and service requests are logged appropriately on the Service Management system.
To retain ownership of all incident and service request tickets and ensure staff are regularly informed of the status of their support ticket.
To re-route or escalate support tickets to the appropriate team as necessary and work with the IT Service Managers, 3rd line support, Project Managers and other stakeholders to achieve resolution.
To identify, implement and document Known Issues and workarounds for desktop related issues within the Knowledge Base.
To ensure that Academy incidents and service requests are resolved within the target resolution time and that the solutions are documented within the system.
Identify recurring IT incidents and perform root cause analysis to identify the underlying cause. Notify the key contacts within the Federation and Academies under your care on detection of a major incident affecting the service or our ability to deliver a service
Requirements :
A minimum of two years' experience of carrying out a similar, client facing role in either the primary or secondary education sector.
Recent experience of working in an on-site IT based, Customer Service environment.
Proven experience of supporting Microsoft products, including Office 365 and Office 2016, SharePoint, and other desktop related products.
Proven experience of managing Active Directory user accounts including the administration of Distribution and Security Groups within a Windows Server 2012 Active Directory.
Recent experience of supporting Apple products, specifically iMacs and iPads in an educational or corporate environment.
Recent experience of supporting Windows 10 PCs, laptops and tablets.