IT Support

**The purpose of the post is**: to provide a comprehensive and robust IT Support Service for all Staff and Students within West Thames College. The postholder is responsible for the operation of the IT Services Helpdesk and for the day to dayline management of the IT Support Technicians.

**The main duties and responsibilities are to**:

- Provide a professional IT Support service to all Staff and Students across the College.
- Provide and manage the centralised Helpdesk Facility based at Isleworth and ensure that requests are resolved to high standards and in accordance with agreed timescales/SLAs.
- Be responsible for the day to day management of the IT Support Technicians, ensure that they are kept motivated and are working as effectively as possible.
- Act as escalation point for Staff, Students and the IT Support Technicians, ensuring that the service standard KPIs are adhered to at all times.
- Ensure that users are kept informed of progress of requests and escalate as appropriate, technical systems problems or other high priority calls to the Systems engineers or Head of IT.
- Ensure that any new installations and the on-going maintenance of existing College IT equipment is kept to the highest possible standard and in accordance with the agreed IT policies and procedures.
- Liaise and work with 3rd party vendors as necessary to check the procurement status or in order to resolve hardware or software issues.
- Responsible for the College’s IT hardware and software asset register and all related documentation ensuring that information is accurately maintained.
- As and when required, create or improve technical or admin procedures relevant to the role, and document same.
- Ensure that staff are appropriately trained, highlighting requirements to the Head of IT.
- Assist with the IT hardware, software, licensing and consumables procurement processes. This includes initial order through to delivery and final sign off.
- Lead on the annual IT Support recycle plan and project manage the delivery and implementation of new hardware/software.
- Contribute to the planning and implementation of future IT projects & developments and play an active role in developing and delivering the IT Services strategic plan.
- Contribute and develop where required, new policies and procedures to ensure the effective and efficient management of IT Support across the College.

**Generic Duties**:

- Use, install and maintain software according to manufacturer/vendor licensing regulations and ensure that any appropriate Copyright is adhered to.
- Follow strictly the requirements of the College’s health and safety policy and comply with the College financial regulations.
- Promote a positive image of the College in all contacts with students, employers and professional bodies.
- Attend and Participate in College meetings as necessary and lead on regular team meetings within the local team.
- Participate in staff development activities and undertake further training as part of your continuing professional development.
- Work flexibly in order to satisfy the organisational needs, including enrolment and occasional evening or weekend work.
- To maintain confidentiality of information acquired in the course of undertaking duties for any member of staff, students or department of the college and adhere to the College’s Data Protection Policy and the Data Protection Act 1998.
- To uphold and promote College policies, procedures and controls, including the College’s Equal Opportunities policy and promoting those specifically applicable to this area of work.
- Carry out other reasonably comparable duties that may be required from time to time.

**Person Specification**
- Possess a min of 4 GCSE’s, 'A’ Levels or Bachelor’s Degree in a related discipline, or significant experience working in an IT Support Service Environment.
- It would be desirable if the post holder held any equivalent relevant industry technical qualifications, e.g. MCP/MCSE although it is not essential for this role.
- Possess the appropriate IT skills relevant to the main duties of the post.
- Experience Managing a Team or demonstrable aptitude in team leadership.
- Excellent knowledge of supporting Microsoft Windows Desktop, Microsoft Office, Microsoft Exchange and Apple OSX products.
- Experience with Active Directory and Group Policy Administration using Windows Server 2003/2008.
- Experience working with Databases e.g. Microsoft SQL, Oracle.
- Experience working with mobile technology, tablets and VoIP systems.
- Experience Supporting AV equipment, e.g. interactive whiteboards, projectors, digital cameras, DVD players, etc.
- Ability to write technical and service materials and experience and understanding of service level agreements with an awareness of project management.
- High level of interpersonal skills with the ability to work as a member of a team with excellent verbal and written communication skills.
- Flexible, willing and reliable with good time management and organisational skills.
- Be willing to undertake training and development as required within the role.
- Experience of working in an education environment, preferably FE or HE.
- It would be desirable if the post holder held a full UK valid driving licence but it is not essential.
- Have an awareness and understanding of equal opportunities.