|Background to the Post
This role is primarily an End User Computing (EUC) ICT support position at our Leamington centre, working as part of a larger technical team of ICT specialists, ensuring the serviceability of our EUC environments. The post requires flexibility and self-reliance. As well as supporting our central helpdesk there is a need to be able to work evenings on a rota basis, and occasionally to deploy to other centres to provide support at short notice.
Duties and Responsibilities
1. To provide a high level of customer service in assisting WCG staff, students and visitors in the use of EUC hardware, software and other ICT equipment. This includes assisting with the central ICT service desk core functions when required.
2. To distribute software, patches and scripted configuration changes to EUC operating systems, such as Windows, Chromium, Android, IOS and Mac OS using system management tools and create/update corresponding documentation where appropriate.
3. To proactively check for, and troubleshoot, problematic EUC related system operation activities, including checking error logs, verifying integrity, and maintaining appropriate operations and change management logs. This includes ensuring that any issues are communicated in an appropriate way to ICT management
4. To install, move, test, reconfigure, repair and service EUC equipment as required
5. To accurately add and update the asset inventory and log support call information on the relevant systems.
6. To ensure allocated support calls are resolved in a timely and professional manner to departmental SLA’s.
7. To ensure relevant staff/students are informed of the progress of your work where appropriate.
8. Create and document OS and application builds for mass deployment.
9. To despatch, receipt and test equipment sent out of the College for modification or repair, and to maintain detailed records of these actions.
10. To work flexibly with other departmental staff to ensure tasks and objectives across the entire department are achieved in a timely fashion.
11. To undertake any other tasks that may reasonably fall within the purview of the post.
Hours of Work
The post holder will be expected to work such hours as are necessary for the proper performance of their duties and responsibilities, normally 37 hours per week. You will be required to work occasional evenings on a rota basis; however flexibility is needed to allow the department to provide cover for evening exams at short notice. Weekend and out of hours working is unusual but may be necessary from time to time.
Place of work
The principal place of work will be the College’s premises based at our Royal Leamington Spa Centre. However, the post holder will be required to work on either a temporary or an indefinite basis at any premises at which we may provide services.
A valid UK or European driving licence free of major endorsements and the use of a motor vehicle/or the ability to find alternative means of travel to attend business related activities that would satisfy the job requirements