Main duties and responsibilities
Service Desk and Technical Assistance:
· First line ‘break-fix’ assistance to school based users as directed by the site Service Desk queue
· Use the service desk software to report, log and correspond to requests
· Communicate with school-based staff to inform them of action and progress of reported problems
· Assist school-based staff and students with technical issues*
· Provide high levels of customer service
Hardware/Software Support and Fault Diagnosis:
· First line support for workstation and laptop support. Assessment and resolution of hardware/software issues
· First line support for printers. Basic assessment and resolution of hardware issues
· First line support for ICT peripheral devices (USB devices, Scanners, tablets etc)* Assessment of hardware/software issues
· First line support for interactive whiteboards and projectors. Basic assessment and resolution of hardware issues · First line support for wireless access points and hardwired network points. Basic assessment and resolution of issues
· Complete trouble-shooting tasks on supported infrastructure as directed by the service desk.
· Test and change cables as required. (Network, USB, serial, parallel etc)
· Change and diagnose hardware equipment as directed by the service desk Routine Maintenance and Service Tasks:
· Complete software installations on workstations and laptops as directed by the service desk
· Complete deployment of images to workstation or laptops as directed by the service desk
· Change and replace printer consumables, paper as required
· Restore workstation/laptop images as directed by the service desk
· Complete Active Directory maintenance tasks as directed by the service desk
· Complete backup restores as directed by the service desk
· Complete routine hardware/software maintenance tasks as directed by the service desk
· Report breakages, vandalism or reoccurring problems to the service desk
· Maintain school asset record systems
· Maintain school stock systems
Desired Skills
· Excellent literacy and communication skills, including written and oral. · Strong administrative and organisational skills. · Competent user of a range of ICT applications including Microsoft office. · High level of accuracy in written work and data entry. · Demonstrate a commitment to providing a quality customer service. · Ability to prioritise one’s own work and work to tight deadlines. · Ability to follow instructions accurately but also to show initiative and make good judgments when required. · Ability to demonstrate a high level of trust and integrity and deal sensitively and appropriately with confidential, personal information.
Personal qualities
Flexible, proactive, positive approach to work.
Be able to work as an effective member of a team.
Good timekeeping skills
Qualifications required
A GCSE grade C/4 (or equivalent) or above in Maths and English and a relevant IT qualification is desired.
Future prospects
Potential full-time role upon successful completion of the apprenticeship.
Training to be delivered
Information Communications Technician (IT Support) Apprenticeship Level 3
Functional skills in Maths and English Level 2 if required
Employer
Aspirations - Wykham Park Academy
Visit employer websiteAddress
Ruskin Road
Oxfordshire
Banbury
OX16 4HY
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