Position Overview & Specifications
Key focus:
Under the training requirements of the Apprenticeship scheme, provide a prompt, quality service to clients for call logging; provide support for asset management; and administrative processes. Deal with new installations, technical queries, maintenance of PC’s and the network.
The successful candidate will be employed onto our Level 3 digital Support Technician programme.
This role will report to:
IT Service Desk Manager
Job Description:
- Assist with providing first & Second line customer support services including:
- Providing cover for the Service Desk function during agreed hours
- Logging Service Desk calls in an accurate and timely fashion
- Resolving Incidents & Service Requests as appropriate in accordance with agreed timescales
- Working pro-actively to ensure excellent customer service is provided
Ensure a customer focused service is provided and strive to be innovative in its search for continuous improvement.- Assist in the unpacking, preparation, delivery and installation of new PC’s, printers and associated hardware and software to all Jurassic Fibre sites.
- Assist with maintaining Jurassic assets including building, repairing, maintaining and disposing of PCs, laptops, tablet PCs, smart phones, printers etc.
- Complete and update appropriate documentation for all moves and changes undertaken, to ensure an accurate IT inventory is maintained at all times.
- Assist service departments with the relocation of IT equipment to meet their operational needs as requested.
- Attend meetings as required.
- Maintain a personal learning log of work and projects undertaken during the training.
- Contribute to and help promote positive communication across the organisation, constructive relationships and effective staff feedback methods.
- Support Jurassic’s approach to equalities and diversity ensuring that our services and policies identify, address and promote the needs of our diverse community. This includes the need for safety of children and other vulnerable people.
- Ensure awareness and compliance with all the Jurassic policies
- To assist and support any other work within the unit which is appropriate and commensurate with the training program and learning agreement.