Ict Administrator

2 weeks ago


Belfast, United Kingdom Reed Full time

ICT Support Assistant - Permanent - Belfast - £c25k

REED Technology are delighted to partner with an educational organisation who are seeking to recruit and ICT Support assistant to join their Belfast based team.

The post holder is jointly responsible for the delivery of an IT technical support service and is routinely expected to meet and typically exceed their expectations. They will require a good knowledge of IT systems and media services and have an understandingof the current computing technologies and platforms used throughout company

Main Duties
- Provide technical support in delivery of staff and student services by dealing with Service Requests, Incidents and Problems as assigned by Service Desk ensuring that incidents are dealt with according to customer and priority needs and in line with servicetargets.
- Undertake a customer focussed role incorporating good stakeholder engagement and service trend analysis which input into continual service improvement activities.
- Adopt ISD’s ITIL and Project Management processes and culture in the execution of duties.
- Assist with written and oral reports on performance relating to areas of contribution.
- Assist in team and project working including work assigned by other staff.
- Provide technical support to colleagues, ICT staff and other staff within the Division.
- Assist with service promotional activities to ensure service benefits are realised by all users
- Assist Division with Digital Skills training supporting staff utilise software and technology at their disposal, this helps them undertake their operational roles to the best of their ability.
- Review our Knowledge Base. Check knowledge articles for consistency and accuracy, reporting any errors or omissions to ICT Customer Support Officer.
- Monitor response times in calls to ensure adherence and review of service quality. Liaise directly with customers to advise on any slippage and dependencies affecting normal resolution status.
- Plan and prioritise work to ensure that deadlines and targets are met.
- Work in support of implementing the institutions IT and Learning and Teaching Strategies where the opportunity to consider alternative sourcing models is deemed appropriate to investigate for the delivery of customer services.
- Liaise and support End User Support team colleagues with work associated with service improvements, testing and change and release activity
- Contribute to software audits, health and safety checks and other scheduled legal and operational requirements.
- Technical liaison with ICT service providers and other external service partners to resolve operational problems and to contribute to cyclical customer-supplier reviews.
Essential criteria
- Experience providing 1st/2nd level ICT incident, problem analysis and resolution activity in an ICT Customer Support environment
- Sound recent experience configuring and deploying hardware and software to a wide customer base including portable devices
- AV/Media support including event support and video conferencing
- Sound technical knowledge of desktop and media technologies associated with learning, teaching and research

Any other duties as may reasonably be required
If you meet the above criteria then I would like to hear from you asap.
Please contact Niall Lennon on for a confidential discussion.



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