Job Overview:
The primary purpose of this role is to provide technical support and assistance to both internal and external stakeholders at the College. 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. This role will help to improve our Ai helpdesk knowledge base, picking up on predictive maintenance, and assisting Teams Ai chatbot on escalation to always provide a positive customer experience.
Duties & Responsibilities
1. Take support calls and create/update tickets on our helpdesk system.
2. Liaise with and update the IT Support Co-ordinator on your daily and assigned tasks.
3. To help provide operational support for both hardware and software systems to meet the needs of both business and educational users of the College Information Technology
4. To help implement and support modifications, upgrades and improvements to the network, systems, and software
5. Create user guides to assist end-users in navigating and using software applications.
6. To help ensure that computers and other assets are maintained, cleaned and secure
7. To help maintain an inventory of assets and equipment
8. To help configure and setup desktops and telephone extensions as required
9. To provide support to internal and visiting customers, assisting them with hardware and software problems in a timely manner and with any technical IT matters which arise
10. To help ensure all systems have appropriate antivirus software installed
11. The ability to support Windows Desktops
12. The ability to support Office applications, Email and collaboration services
13. To manage the provision of daily IT Support for all stakeholders
14. Good understanding of data protection requirements and good practice, and of the General Data Protection Regulations
Job Requirements:
15. Computer related qualifications
16. The ability to upgrade existing IT equipment
17. Knowledge and use of other Ai tools to benefit the college and IT Services.
The right candidate will have:
18. Good standard of education
19. Knowledge of Microsoft windows 10/11 & Office and the ability to adapt to new software
20. The ability to identify and deal with simple software problems
21. Ability to prioritise their workload
22. The confidence to provide advice and support on computer software resources
23. The ability to deal with people at all levels
24. Ability to work in a busy environment
25. Have a team orientated ethos
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:
26. A dedicated and friendly team of professionals who are keen to develop and learn.
27. Excellent pension provision
28. Annual Staff Awards
29. CPD days - opportunities to grow and development through mentorship and coaching
30. Free onsite parking
31. Staff appreciation days
32. Eye care vouchers
33. Onsite Starbucks & Restaurant
34. Well-being days & activities
35. Electric Vehicle Scheme*
36. Discounted gym membership.
37. Fully immersive teaching rooms allowing online teaching simultaneously at multiple locations.
38. Hybrid Working available.
39. Free Employee Assistance Programme available 24/7, days offering legal & financial advice, as well as general support & guidance.
*subject to terms & conditions