Job Description IT Support Technician (Permanent / Full Time)

Transcription

1 Job Description IT Support Technician (Permanent / Full Time) Job Reference: INTOQUB-ITS Context INTO works in partnership with leading UK and US universities to prepare international students for undergraduate and postgraduate study. Upon successful completion of our courses, students are guaranteed progression to host University specified undergraduate or postgraduate programmes. INTO Queen s is an INTO University Partnerships (IUP) joint venture with Queen s University Belfast. Reporting Line The IT Support Technician reports to the Head of Student Services. Job Purpose To work within the University and INTO IT strategy and agreed guidelines to provide technical assistance and support to INTO QUB staff on current IT hardware and software. Duties will be varied and include hardware and software installation and configuration, peripheral installation and assistance with the use of commonly used office IT applications, and should be carried out in an efficient and timely manner. Job Dimensions The post holder will have contact with key stakeholders internally across the Centre, IT colleagues within the INTO group and QUB, and relevant external stakeholders, service providers, etc. Key Accountabilities Problem identification, investigation, diagnosis, resolution & communication Provide a high quality computer Service Desk to all INTO staff, dealing with a range of queries in person, by phone and by . Provide proactive first-line support for the identification, investigation, diagnosis and resolution of computing-related queries and problems. Provide specialist technical advice, information and assistance to users to resolve problems and to maximise service quality, efficiency and continuity. Take ownership of user problems and follow up the status of problems on behalf of the user as required. Communicate and liaise in a timely manner with a range of staff, stakeholders and third parties, to advise on progress, but particularly where problems arise/resolution is delayed. Maintenance of Records Maintain a record of all calls to the Service Desk, including details of status, problem resolution, closure date, etc. Maintenance of relevant information and documentation on all deployed systems, e.g. systems specifications, user documentation and maintenance schedules. Maintain an accurate and up to date equipment register/inventory and depreciation details.

2 Ensure equipment issued to staff is signed for and returned, particularly before an employee leaves employment. Maintain receipts for all IT equipment and making arrangements for returns and warranty claims, as required. Maintain details of licenses, where appropriate. Installation & maintenance of computer systems, applications and updates to defined standards to include: Hardware Installation including setting-up, testing, delivering and installing PCs, peripherals and AV equipment. Software installation and upgrades predominantly for Microsoft operating systems, Microsoft Office Professional, Network Services Packages (NSP), anti-virus software and installation of specialist packages. Installation and support for peripherals e.g. printers, scanners, digital cameras, zip and other storage and backup devices, DVD drives, CD writers, etc. Perform audits on deployed systems within INTO/QUB departments to ensure compliance with suitable specifications of hardware and software such as Antivirus, Spyware and Operating System build. Offer recommendations to departments on hardware and software configurations/options. Maintenance of interactive white boards. Abide by the provisions of Data Protection legislation in the handling of employee and student data. Customer Service Maintain a high degree of customer service for all support queries and adhere to all relevant service management principles. Training & Knowledge Development Keep abreast of latest technological developments and continuously update your own technical and soft skills to align with INTO/QUB objectives. Give basic instructions / training guides to all staff when new hardware or software is installed. Develop and deliver IT skills training sessions for staff as appropriate in line with Centre requirements, new equipment, system updates, etc.

3 Other Occasional Duties Participate in IT project groups with specific objectives/targets in collaboration with other teams. Preparing and running standard reports, as required. Assisting with the preparation of company presentations, marketing materials, as required. General Your job title does not define or limit your duties and you may be required to carry out other reasonable work within your abilities as may be reasonably requested by management from time to time. We reserve the right to introduce changes in line with technological and staffing developments which may impact upon your job duties or methods of working. Salary Appointment will be on Salary Band C ( 21,454-27,890 per annum), dependent upon qualifications and experience. Location INTO Queen s University Belfast, 2-8 Lennoxvale, BELFAST, BT9 5BY. Safeguarding INTO Queen's is an equal opportunities employer and is committed to safeguarding and promoting the welfare of children and vulnerable adults. As part of our Safeguarding procedures, applicants for all posts are asked to note that: References will be followed up; All gaps in CV s must be explained satisfactorily; Proof of identity and (where applicable) qualifications will be required; Reference requests will ask specifically whether there is any reason that they should not be engaged in situations where they have responsibility for, or substantial access to, persons under 18; Appropriate suitability checks will be required prior to confirmation of appointment. This role meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act All applicants who are offered employment will be subject to an enhanced criminal record check from AccessNI before the appointment is confirmed. This will include details of cautions, reprimands or final warnings as well as convictions. Appointment will also be subject to receipt of two satisfactory employment references.

4 INTO Giving is the charitable arm of INTO University Partnerships and is committed to increasing access to education and improving the quality of education for disadvantaged young people around the world. INTO employees are encouraged to take an active role in INTO Giving. To find out more please visit giving.com. INTO is an equal opportunities employer. INTO is committed to safeguarding and promoting the welfare of young people and child protection screening will apply. See next page for the Person Specification 26 January 2017

5 Person Specification Legal Status Education/ Qualifications Skills/Knowledge/ Experience Essential Appropriate AccessNI disclosure will be required prior to confirmation of appointment. Eligibility to work in and travel freely to and from the UK, i.e. valid UK or EC passport or appropriate visa/work permits. Educated to OND standard or equivalent. Experience in delivering customer facing IT support. Demonstrable diagnostic & problem resolution skills. Experience of installation and troubleshooting hardware problems with PCs and peripherals. Knowledge of Active Directory, anti-virus software, network configuration, software and internet browsers. Experience in Windows operating systems. Good working knowledge of IT hardware. Ability to communicate clearly and effectively, verbally and in writing, to all employees and stakeholders. The ability to prioritise, meet deadlines, work under pressure and, when necessary, with minimal resources and with minimal supervision. Ability to build and maintain relationships with people at all levels i.e. peers, managers, stakeholders. Have an approachable, supportive and empathetic demeanour. The ability to work flexibly as part of a team and also use your own initiative. Desirable HND or higher degree, or an equivalent qualification. An industry recognised certification eg. ECDL. Technical knowledge of multi-user IT systems within a user setting. Understanding networked computer systems. Knowledge of AV equipment with the ability to advise and assist others. Maintenance of interactive white boards.