IT Support Technician

IT Support Technican (Education Industry)

Up to £31k

25.5 Days Holiday + BH

37 Hours PW + 1 Day From Home

JOB PURPOSE:

Provides 1st and 2nd line support to stakeholders in line with trust internal IT policies and procedures; supports the Senior IT Analyst and the IT Network and Support Manager in the delivery of IT Services; supports the operation of all IT systems, services and infrastructure; provides IT assistance and training to all stakeholders.

MAIN DUTIES & RESPONSIBILITIES

The IT Support Analyst will:

• Work collaboratively and effectively with colleagues within the IT Services team to support the development of the IT Services.
• Support IT Services team colleagues with peer-to-peer knowledge sharing and training.
• Participate in annual performance reviews with the IT Network and Support Manager.
• Under direction of the Senior IT Analyst and IT Network and Support Manager, organise and monitor own workloads to meet organisational needs.
• Ensure the prioritisation of own workloads is implemented efficiently and effectively.
• Support practices for continuous development across the IT Services.

The IT Support Analyst will:

• Follow and deliver upon the trust’s IT service desk support and incident management policies and processes to all stakeholders.
• Follow and deliver IT service desk incident and support service offerings in line with the internal and external KPI’s and SLA’s.
• Support the IT Network and Support Manager in ensuring that all stakeholders have access to the IT resources required to perform their roles effectively and efficiently.
• Provide 1st and 2nd line support to stakeholders effectively and efficiently.
• Provide desktop on-premise support to stakeholders as required.
• Escalate complex IT incidents and service requests to the Senior IT Analyst and IT Network and Support Manager as required.
• Support the use of ITSM through the ITIL methodology, including incident problem and change enablement.
• Follow internal IT policies and processes for the induction, movement and departure of staff.

In support of the IT Network and Support Manager the IT Support Analyst will:

• Maintain and update an accurate asset management system for IT resources.
• Ensure the integrity of the trust’s records of IT assets and their assignments to stakeholders.
• Ensure the assignment of IT assets to stakeholders are managed, maintained, recorded and updated effectively and accurately.
• Maintain the IT resources.

The IT Support Analyst will:

• Follow relevant health and safety guidelines and participate in risk assessments where required.
• Install, configure, and deploy IT resources, including both hardware and software, in line with operational IT policies and procedures, to support the delivery of IT to all operational areas.
• Install and deploy pre-approved software in line with operational IT policies and procedures.
• Setup and support the use of AV equipment as required.
• Manage printing resources, ensuring that toner is stocked and ordered as appropriate.
• Liaise with third party suppliers providing us with products or services.

The IT Support Analyst will:

• Work with the Senior IT Analyst and IT Network and Support Manager to develop and extend IT knowledge and capabilities.
• Provide training and CPD to stakeholders in the form of written knowledge base articles, service-area updates, and communications, on-demand and live virtual training sessions and physical training sessions to both individuals and large groups, in support of the strategy for IT and stakeholder development.

• Participate in internal training and CPD as required.
• Advise the IT Network and Support manager on any specific training requirements.

IT Systems and Infrastructure

The IT Support Analyst will:

• Follow and support internal IT security policies, processes, and cyber-security measures and procedures at all times.
• Facilitate access to the IT networks and infrastructure, creating user accounts and ensuring appropriate access rights in line with internal IT policies and processes.
• Under direction of the IT Network and Support Manager:

o Administer the management information systems.

o Administer the public cloud architecture, systems, applications and security.

o Administer the on-premise network infrastructure, systems, services and hardware.

o Administer the VOIP, CCTV, building management and print management systems.

o Administer the safeguarding and content filtering solutions.

• Support the monitoring, delivery and operation of the back-up and recovery systems.

The IT Support Analyst will:

• Contribute to the internal IT services policies, processes and procedures.
• Comply with internal IT and data-security policies.
• Advise the IT Network and Support Manager on emerging educational technologies as appropriate.
• Keep up-to-date on developments in technology for the education sector, alerting and advising the IT Network and Support to developments that could support the work of the IT Services team.
• Support effective operations.