Job Overview:
We are seeking a proactive and customer-oriented individual to join our team as an IT Support Officer. The primary purpose of this role is to provide end users with appropriate access to all college systems, offering vital support to students, staff, and carers. This includes handling support calls, maintaining and updating tickets in the helpdesk system, and collaborating closely with the IT Support Coordinator to manage daily tasks and responsibilities. Additionally, this role will play a key part in improving our AI helpdesk knowledge base, aiding in predictive maintenance, and assisting the Teams AI chatbot for seamless escalation, ensuring a positive customer experience.
Duties & Responsibilities
1. Create and administer user accounts for staff, students, and carers for college systems, ensuring seamless integration and adherence to safeguarding standards.
2. Maintain access rights as agreed with HR and relevant Line Managers.
3. Respond to and action account security alerts, compromised accounts, passwords resets, and MFA.
4. Take support calls and manage tickets on our helpdesk system.
5. Liaise with and update the IT Support Coordinator on daily and assigned tasks.
6. Deal with support requests promptly, maintaining accurate records.
7. Provide essential support during enrolment and other cross-college processes to ensure operational functionality.
8. Develop user guides to assist end-users in navigating software applications.
9. Support Office applications, email, and collaboration services.
10. Ensure compliance with data protection requirements and GDPR.
11. Create staff photo ID cards and manage access control rights.
Job Requirements:
12. Good standard of education or relevant experience
13. Computer-related qualification or training.
14. Knowledge of Microsoft Windows 10/11 & Office
15. Experience administering system users.
The right candidate will have:
16. Ability to prioritise workload effectively.
17. Confidence in providing advice and support on computer software resources.
18. Strong interpersonal skills to engage with individuals at all levels.
19. Capacity to work efficiently in a busy environment.
20. Team-oriented ethos to collaborate effectively within the IT Services team.
Digital Environment
We are the leading college in Essex for technological advancements in education. We are driving the path to integrating technology within our teaching methods and the student experience and development.
Career-Focused
Our strategic career-focused approach means our relationship within our community, local and regional employers are at the heart of everything we do.
Individual Training
All staff have access to personalised training packages, whether this is to support settling in to a new role, or leadership and management training to support with progression opportunities.
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:
21. A dedicated and friendly team of professionals who are keen to develop and learn.
22. Excellent pension provision
23. Annual Staff Awards
24. CPD days - opportunities to grow and development through mentorship and coaching
25. Free onsite parking
26. Staff appreciation days
27. Eye care vouchers
28. Onsite Starbucks & Restaurant
29. Well-being days & activities
30. Electric Vehicle Scheme*
31. Discounted gym membership.
32. Fully immersive teaching rooms allowing online teaching simultaneously at multiple locations.
33. Hybrid Working available.
34. Free Employee Assistance Programme available 24/7, days offering legal & financial advice, as well as general support & guidance.
*subject to terms & conditions