Job Details
We are seeking an enthusiastic and proactive Helpdesk Operator to join our College's IT Services team. This role is at the heart of providing technical support to both staff and students, ensuring that hardware, software, and digital tools run smoothly across the organisation. You'll handle support calls, maintain helpdesk tickets, assist with system improvements, and contribute to the ongoing development of our AI-powered helpdesk tools-always with the goal of delivering an outstanding customer experience.
Main Purpose of the Role:
The primary purpose of this role is to provide responsive, high-quality technical support and assistance to internal and external stakeholders at the College. Working closely with the IT Support Coordinator, you'll play a key role in day-to-day IT operations, from troubleshooting issues to supporting system upgrades, maintaining assets, and ensuring data protection standards are upheld.
Key Responsibilities:
In this role, you will:
* Respond to support calls, logging and updating tickets on the helpdesk system.
* Provide technical support for hardware, software, desktops, and Office 365 applications.
* Liaise with the IT Support Coordinator to manage daily priorities and tasks.
* Assist in implementing and supporting upgrades, modifications, and improvements to systems and networks.
* Support the College's AI helpdesk knowledge base and contribute to predictive maintenance solutions.
* Create clear user guides to support staff and students with software and systems.
* Configure and set up desktops, telephone extensions, and related equipment.
* Maintain and secure IT assets and inventories, ensuring compliance with security standards.
* Support visiting customers with IT-related issues.
* Ensure antivirus and security measures are in place across systems.
* Uphold and promote data protection best practice and GDPR compliance.
* Contribute to a safe and inclusive environment by following safeguarding, equality, diversity, and health and safety policies.
About You:
You'll be a motivated team player with a problem-solving mindset and strong people skills. You enjoy working in a busy environment, can prioritise your workload effectively, and have the confidence to advise and support users at all levels of the organisation.
The right candidate will have:
Essential:
* A good standard of education.
* Knowledge of Microsoft Windows 10/11 and Office 365.
* Ability to identify and resolve basic software issues.
* Strong organisational and prioritisation skills.
* Confidence in providing advice and support on IT resources.
* Ability to work effectively with people at all levels in a team-oriented environment.
Desirable:
* Computer-related qualifications.
* Experience upgrading IT equipment.
* Familiarity with AI tools and their application in IT services.
Why choose us?
Our strategy is to create a Career Focused, Digital Learning environment, ensuring that the learner experience and our relationship within our community, local and regional employers, are at the heart of everything we do. We are proud to be selected as finalists for the AoC Beacon awards for effective use of digital Technology in FE. Providing a high achieving, focused learning environment allowing our students to achieve the grades they need for higher educations, or the skills and aptitude required to secure a suitable role in their chosen career. Our college is set in the leafy suburbs of Essex, with easy access to surrounding areas and amenities, we are based in a well-connected location both by road and rail.
What we offer:
* A dedicated and friendly team of professionals who are keen to develop and learn
* Excellent pension provision
* Annual Staff Awards
* CPD days - opportunities to grow and development through mentorship and coaching
* Free onsite parking
* Staff appreciation days
* Eye care vouchers
* Onsite Starbucks & Restaurant
* Well-being days & activities
* Electric Vehicle Scheme*
* Discounted gym membership
* Hybrid Working available
* Fully immersive teaching rooms allow simultaneous online teaching at multiple locations
* Free Employee Assistance Programme available 24/7, 365 days offering legal & financial advice, as well as general support & guidance
* subject to terms & conditions