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Service Desk Operator
2 weeks ago
**Main Terms and Conditions: Support Staff**
**Salary**:The post will be paid on the Sixth Form Colleges' Support Staff Pay Spine at points 6 to 9 - pro rata to £21,029 to £22,584 per annum. Actual Salary £19,074.96 to £20,485.46 per annum
**Payment of Salary**: Your salary will be paid by BACs transfer into your bank account on the last banking day of the month (except at Christmas when payment is made before the holiday)
**Working hours**:37 hours per week, 8.30am - 4.30pm, term time plus 2 weeks.
**Holidays**: Holiday entitlement is pro rata to 22 days annual leave plus 8 statutory and 4 concessionary days. After 5 years’ continuous services the annual leave entitlement increases to pro rata to 25 days annual leave. Due to the working time being term time plus 2 weeks, your holiday entitlement will be incorporated into your salary which will be paid evenly across 12 months and the entitlement should be taken outside of term time.
**DBS Clearance**: This post requires Disclosure and Barring Service clearance as well as a range of other safer recruitment checks.
**Post Title**: Service Desk Operator
**Responsible To**: Networks Manager
**Purpose of the Post**:
To act as the single point of contact for all IT and Facilities related incidents and requests, logging, and triaging these on the college Service Desk systems, escalating to the appropriate teams and individuals for further action.
**Main Duties and Responsibilities**:
Your detailed responsibilities which might change from time to time are as follows:
- Log all IT and Facilities related incidents and requests on the college Service Desk systems providing a first-line resolution if possible and escalating to the appropriate teams if further action is required.
- Provide first-line support for basic IT related queries such as password resets, mobile phone issues, basic user device/app troubleshooting etc.
- Provide triage services and employ fact finding and information gathering to log support requests for escalation as accurately as possible, to ensure prompt and effective resolution for escalated incidents and requests.
- Close any support tickets logged by staff on the college Service Desks that can be resolved without escalation.
- Issue loan IT equipment for collection from Service Desk, assist with room bookings, or administer other cross-college resources that may be needed.
- Administration and inventory of the college’s Facilities Management system, ensuring all information is relevant and up to date.
- Meet with new staff on a one-to-one basis to communicate their network account details, provide them with their IT equipment and a basic IT induction.
- Create and maintain a basic IT knowledgebase, help guides and documentation, using a variety of digital media that users can refer to for self-help in resolving issues.
- Conduct user surveys and produce feedback forms to monitor the effectiveness of service delivery.
- Generate reports and data for Service requests for the Network Manager and Estates Manger to review demand, responses, type of incidents and requests being raised.
- Perform basic retrieval and review of CCTV footage for the Estates team when required.
- To follow all College policies and procedures and work in accordance with the college’s Health & Safety, Equality and Diversity and Safeguarding Policies.
**Person Specification**
**Essential**
- GCSE Grade A*-C/9-4, or equivalent, in Mathematics & English Language
- Level 3 Qualification
- Experience of working in a busy environment with the ability to respond positively to high work demands
- Experience of working autonomously and part of a team, managing own workloads and achieving deadlines
- Experience of dealing with customers and resolving their issues
- Experience of undertaking a range of clerical duties and administrative duties, including data input and retrieval
- At least two years working in an office or education environment in an administrative capacity or customer service-related role.
- Computer literate and competent with using familiar software packages and apps, including Microsoft Office; Word, Excel Outlook etc
- Be able to work on own initiative
- Excellent Customer Service skills
- Ability to organise and prioritise competing demands
- Confident communicator with excellent interpersonal skills with the ability to interact and communicate effectively with a range of stakeholders
- Effective problem-solving skills
- Ability to maintain efficient record keeping systems
- Logical Thinker
- Be helpful and approachable
- Proactive attitude
- Conscientious work ethic
- Be able to work in a team
- Have high quality interpersonal skills
- Committed to equality and diversity
- Committed to safeguarding
- Willing to undertake training and development appropriate for the role
- Enhanced Disclosure and Barring Service Clearance (including barred list check)*
- Medical clearance*
- Provision of two references which are deemed as satisfactory to
