Post Ref:6049 Full Time, 37 hours per week. Permanent. 18, to 21, per annum.

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1 ICT Officer External Vacancy Post Ref:6049 Full Time, 37 hours per week. Permanent. 18, to 21, per annum. Attractive benefits for this post include 35 days annual leave per year plus bank holidays and the opportunity to join the Local Government Pension Scheme. We are looking for a customer focused ICT Officer who is passionate about people and technology, with a dedication to continuous improvement and excellence. Primarily based at our City Campus in the centre of Sunderland, with prospects of working across the region, your focus will be providing 1st line support and guidance to our staff, learners and visitors. You will be experienced in providing support and troubleshooting in a Microsoft Windows environment (in particular Windows 10 and Microsoft Office 2016) and have strong diagnostic and troubleshooting skills. As part of a team on the front line, your responsibilities will include maintaining the College s large IT estate, including PCs, Laptops, Macs, Projectors and associated equipment. You will be responsible for responding to and updating incidents within agreed SLAs using our incident management system, including timely escalation of incidents to 2 nd /3 rd Line where appropriate. Ideally with a background in IT support or a related discipline and educated to A -Level standard or above with strong English and Maths qualifications, this role will provide you with the opportunity to support leading edge technology and progress your technical skills and knowledge in a fast paced, varied and evolving environment. Applicants should be able to demonstrate, in their personal statement, practical examples of how they fulfil the person specification. Due to the nature of this post you will be required to undertake an Enhanced Disclosure Check. To find out more about this great opportunity visit alternatively vacancies@sunderlandcollege.ac.uk or call to request an application pack. All applications must be received by 12 noon on Thursday 25 October 2018 It is anticipated that interviews will take place the week commencing Monday 05 November 2018 We are working towards equal opportunities and welcome applications from all sections of the community. We are committed to PREVENT and safeguarding the welfare of children and vulnerable adults.

2 Job Description (This is a description of the job as it is as present constituted. It may be necessary, from time to time, to update job descriptions to ensure that they relate to the job as then being performed. Therefore, management reserve the right to make changes to your job description, commensurate with your grade/level in the organisation, after consultation with you). Post Title ICT Officer Post Reference: 6049 Reports to IT Support Manager Department ICT & Learning Innovation Grade Contract Permanent, Full Time Location Any College Campus ROLE PURPOSE To provide all College stakeholders with front-line, accessible, responsive, effective and appropriate ICT support. PRINCIPAL DUTIES: To support the maintenance, installation, management and tracking of all ICT hardware/software and the provision of technical support within agreed SLAs and be responsible for developing, maintaining accurate system wide documentation and asset management records. To provide pro-active high quality front line ICT support and guidance to all College stakeholders. To provide support to the ICT Service Desk to ensure requests/support calls are resolved in a timely manner and with outstanding customer service. Contribute to the development of the college strategic/operational plans and implement College processes and procedures.

3 KEY ACCOUNTABILITIES To be responsible for; deploying, installing, configuring, testing and maintenance of college ICT hardware and software and ensure relevant documentation is developed and kept up to date. To proactively maintain and review a site manual, detailing all ICT related equipment, processes and procedures specific to each college campus. To monitor, manage and ensure that the inventory of college ICT hardware and software is always accurate and up to date in the ICT asset database. To assist with devising and implementing an ongoing maintenance plan for all college ICT assets and ensure that it is followed to a defined schedule. Assist the safe disposal of obsolete equipment, used consumables and waste materials, in a manner compliant with established procedures and legal requirements. Receive and check deliveries and associated delivery notes, notifying the appropriate person of any discrepancies. To work as part of project teams to help deploy new services and equipment. To take appropriate responsibility for enforcing IT security procedures consistent with the needs of the service and in accordance with College policies. To maintain a professional, customer focused, rapid response service to all College stakeholders, ensuring customer needs are always met, as measured by high satisfaction levels. To advise and provide one to one and group ICT support to College stakeholders. To assist in the delivery of staff / student training, as appropriate. To maintain effective links with E-learning, curriculum teams and support departments. Act as mentor to apprenticeship/trainee ICT Officer in the development of their skills, knowledge and competencies in delivering effective ILT/ICT support and guidance. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation. To be part of the ICT Service Desk rota and supporting all functions it provides. To provide efficient and timely responses to requests made to the ICT Service Desk and ensure end users are kept up to date with the progress of requests/support calls. Ensure that all requests/support calls are fully documented from inception through to closure. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. To create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests. To maintain a safe, clean and tidy working environment. Perform all duties in accordance with College policies, procedures and regulations, to actively raise awareness/promote the Quality Assurance, Financial Regulations, Data Protection, etc. in the workplace and in service delivery, reporting all concerns to the appropriate person. To take appropriate responsibility for PREVENT and the safeguarding, and the promotion of the welfare of children and/or vulnerable adults. To uphold British Values, the college values and responsibilities with regard to equality and diversity. To understand and adhere to college Health and Safety policies and guidelines ensuring compliance with statutory legislation. To undertake invigilation duties as and when required. To actively participate in and work to agreed targets documented in the College s PMR. To undertake appropriate continuing professional development, as required. To work the hours necessary to provide effective support to all aspects of the College s curriculum and business cycles. To work on either a temporary or an indefinite basis at any of the College sites.

4 Person Specification Post Title: ICT Officer Post Ref: 6049 CRITERIA ESSENTIAL REQUIREMENT DESIRABLE REQUIREMENT Skills/Knowledge/Aptitude Good communication skills both written and oral. Ability to deal with a number of conflicting priorities. Ability to deal with a wide range of staff and students. Ability to diagnose & resolve 1st line IT issues. Operational knowledge of Microsoft operating systems and applications Strong fault diagnosis and troubleshooting skills with logical and pragmatic thought processes. Ability to thoroughly document all tasks; to review and improve existing documentation. A working knowledge networking, storage and cloud technologies. Confidence to challenge existing work practices; to produce options and proposals; to strive to make improvements; participate in constructive technical discussions. Experience of IT Services management frameworks, including ITILv3. Qualifications and Training Excellent numeracy and literacy skills to undertake tasks involved with evidence of Level 2 qualifications in both subjects. Willingness to undertake training to ensure that all College IT systems are fully functional to meet the needs of the business. Current Microsoft Certifications. Current Cisco Networking Certifications. Experience Experience of end user IT support in a busy environment. Experience of troubleshooting and working with Microsoft client operating systems, in particular Windows 7 and Windows 10 Experience of troubleshooting and working with common

5 applications within the Microsoft Office Suite, such a Word, Excel, Outlook Experience of troubleshooting and supporting Adobe Creative Cloud Suite, Autodesk Products Experience of Mobile Device Management ios, Android, Windows. Experience MAC OS X support and deployment. Experience supporting end-users and IT Services in the HE/FE sector. Experience supporting a multi-site organisation. Disposition Tact and diplomacy when dealing with staff and students. A demonstrable commitment to providing excellent customer service. Ability to prioritise own workload to meet deadlines and colleagues expectations. Flexible, with a positive attitude and a willingness to continually learn new skills and attend training courses as appropriate. Methodical, calm and clear-thinking under pressure. Ability to work under pressure. Ability to meet the physical demands of the role, e.g. movement of equipment following health and safety guidelines. Willingness to work flexible hours. Willingness to be mobile across all College sites. To take appropriate responsibility for PREVENT and the safeguarding and promotion of the welfare of children and/or vulnerable adults. To uphold British Values, the college values and responsibilities with regard to equality and diversity. To understand and adhere to college Health and Safety policies and guidelines ensuring compliance with statutory legislation.