DESCRIPTION

Provide 2nd line technical ICT to support to all aspects of ICT for MidKent College.

APPLICATION REQUIREMENTS

To ensure compliance with safeguarding guidelines, all applicants must complete the application form in full. This includes providing:

• A full employment history from the time you left full-time education, with details of any gaps in employment explained.
• Information on all relevant education and qualifications.

Please note, incomplete applications will not be considered. Your co-operation helps us maintain the highest standards of safety and care for children and young people.

The following is an indication of the type and level of the main priorities expected of this role as directed by your line manager and is not intended to be a comprehensive list of duties or tasks:
1. Provide the desktop, A/V and site infrastructure support and maintenance in response to logged helpdesk tickets and requests for service, taking responsibility for 1st & 2nd Line support at a designated site.
2. Perform troubleshooting of ICT problems using PC remote control services or a visit in person, responding to customer issues within the defined parameters of the published SLA.
3. Resolve and /or escalate helpdesk tickets and requests for service, in line with departmental procedures and policies.
4. Participate in the production and maintenance of documentation, procedures and processes for fault resolution, system implementations, training guides etc.
5. Provide support for College administrative systems including the student records system, payroll system, etc.
6. Provide regular updates and feedback to end users regarding status of helpdesk tickets, ensuring that the ICT helpdesk is kept updated at all times with information relevant to the progress, resolution or remedial actions of queries.
7. Provide end user training in the use of College ICT Systems.
Maintain an up to date an accurate Hardware and Software audit and record this in the College asset system.