Technical Support Analyst - Victoria school and Millie College

Job Title:

Technical Support Analyst - Victoria School and Millie College

Unit/Directorate:

IT

Reports To:

Head of IT

Supervises:

None

Budget:

IT – XSY1

Grade:

TBD

Date:

Oct 2024

Purpose Of The Job

·        To provide 1st and 2nd line hands-on Technical Support for colleagues across the Victoria School and Millie College sites.

To provide 1st line Technical Support for colleagues throughout Shaftesbury Group.

Provide support for related technical systems including printers, access control, mobile phones, audiovisual equipment etc. Provide 1st level support for business systems including Accounting, HR, Education and Care systems and other systems as required.

Main Duties

1.   Being friendly, patient and helpful in all dealings with end users’ technical requirements.

2.   Responding to and keeping the service desk tickets up to date.

3.   Respond to IT incidents, problems and requests resolving them in line with agreed levels of service and to the user’s satisfaction recording all information as required by local IT processes.

4.   Support users in using standard office systems and other software in use across Shaftesbury Group.

5.   Set up, maintain and remove user accounts, file sharing and mailboxes as required and in line with audit and security policies and procedures.

6.   Install and test new software, download and apply updates and patches in line with agreed policy and procedures. Build packages as required.

7.   Acceptance test new desktop hardware and build/configure/install in line with Manage Change process and ensuring user satisfaction.

8.   Configure and support mobile devices, including phones, smartphones and laptops.

9.   Undertake routine monitoring and maintenance tasks including server monitoring. Attend out of hours where necessary to assist in resolving incidents and/or undertake planned maintenance with minimum impact on users.

10. Ensure anti-virus software is up to date and working effectively on all equipment as required.

11. Backup data according to policy and procedures and support periodic tests to ensure recovery in the event of systems failure or loss.

12. Develop knowledge of specific aspects of Livability systems, such as networking, VPN, build management, backup and replication etc, to provide increasing levels of 2nd and 3rd level support over time.

13. Support continuous improvement of Shaftesbury services, systems and processes through improved quality management and documentation.

14. To be responsible for and able to evidence own personal development by undertaking relevant training, attending meetings, conferences and events ensuring that you are updated in all matters relevant to the role within your Personal Development Plan agreed with your manager.

15. To carry out additional duties and tasks that may be required within the range of the responsibilities of the post.

WORKING RELATIONSHIPS AND CONTACTS

Internal:        Head of IT - line management and day to day supervision of work undertaken.

Business systems and IT project engineers – provide support and advice on projects as and when required.