Main duties and responsibilities

Service Desk and Technical Assistance:

· First line 'break-fix' assistance to school based users as directed by the site Service Desk queue

· Use the service desk software to report, log and correspond to requests

· Communicate with school-based staff to inform them of action and progress of reported problems

· Assist school-based staff and students with technical issues*

· Provide high levels of customer service

Hardware/Software Support and Fault Diagnosis:

· First line support for workstation and laptop support. Assessment and resolution of hardware/software issues

· First line support for printers. Basic assessment and resolution of hardware issues

· First line support for ICT peripheral devices (USB devices, Scanners, tablets etc)* Assessment of hardware/software issues

· First line support for interactive whiteboards and projectors. Basic assessment and resolution of hardware issues · First line support for wireless access points and hardwired network points. Basic assessment and resolution of issues

· Complete trouble-shooting tasks on supported infrastructure as directed by the service desk.

· Test and change cables as required. (Network, USB, serial, parallel etc)

· Change and diagnose hardware equipment as directed by the service desk Routine Maintenance and Service Tasks:

· Complete software installations on workstations and laptops as directed by the service desk

· Complete deployment of images to workstation or laptops as directed by the service desk

· Change and replace printer consumables, paper as required

· Restore workstation/laptop images as directed by the service desk

· Complete Active Directory maintenance tasks as directed by the service desk

· Complete backup restores as directed by the service desk

· Complete routine hardware/software maintenance tasks as directed by the service desk

· Report breakages, vandalism or reoccurring problems to the service desk

· Maintain school asset record systems

· Maintain school stock systems

Contact information

Apprenticeships Training