ICT Support

Operations and Support
• Support and coach end users in the correct and effective use of the school's ICT resources (hardware and software)
• Handle incoming support requests from end-users using the Service Desk System and ensure that users receive appropriate help in a timely manner.
• Keep up to date with current technology, hardware, operating systems, general productivity software and be prepared to make recommendations to the Helpdesk Supervisor, to support continuous improvement of provision
• Produce support documentation, user guides, and maintain an ICT support knowledge base.
• Log support calls and take appropriate action to ensure a satisfactory response with acceptable time frames in line with the department's service level agreement.
• With Helpdesk Supervisor to manage IT Assets/Technology equipment, dispose of expired equipment and recommend ICT Manager to buy new equipment needed for the school.
Engineering and Provisioning
• Install, test, and maintain a variety of personal computing and network hardware and software systems, with local area network and wide area network connections
• Configure, deploy and maintain classroom and office ICT hardware and software applications
• Perform diagnostic tests, modify or repair desktop hardware, including PC, printer, data projector, and peripherals
• Collaborate with other departments and third parties to meet end users' expectations.
Maintenance
• Undertake and record periodic preventative maintenance checks/cleaning of ICT resources and follow up issues as required