We are seeking an IT Support Technician to contribute to the provision of customer-focused, cost-effective IT support services, supporting students, teaching, and administrative staff. The successful candidate will be responsible for maintaining effective service delivery standards and will provide hardware and software support to the Academy’s IT department, ensuring a high standard of service to students and staff. The position will start on a temporary basis and after a successful period will move onto a permanent contract.
Day-to-day of the role:
1. Provide a professional first-line technical advisory and diagnostic support service within a Service Desk environment during the service window.
2. Offer effective first-line remote network monitoring and management.
3. Ensure that all reported technical issues are dealt with professionally and competently, recorded on the Service Management System, and resolved within the customer's Service Level Agreement.
4. Provide 1st line technical support and call logging services to the school.
5. Report and manage any incident that requires the services of a third-party organisation.
6. Monitor/manage call queues to ensure that support calls are escalated and resolved within agreed SLAs.
7. Action any asset change in compliance with the Change Control Procedure.
8. Complete additional ad hoc project work, as required.
9. Assist the Netwo...