Desktop Support Technician - #194062

£25,947 - fixed term.

As a Desktop Support Technician, you will play a key role in ensuring that all users across the college can effectively access and use IT systems. You’ll be responsible for maintaining, updating, and supporting the college’s computers, peripherals, and related technology to ensure everything runs smoothly for teaching, learning, and day-to-day business operations. Your proactive approach to equipment care and technical support will help create a reliable and efficient IT environment for staff and students alike.

This role is a maternity cover until the 1st December 2027.

Key Responsibilities

Deliver an effective and customer focused help desk: Acting as one of the first points of contact for the IT/digital support contact line, recording support requests in relevant systems a n d support of the end user with their query/issue. Escalating if necessary

Supporting end users remotely, as wells as physically in the college’s main campus and other associated sites

Assist with maintaining, managing, and updating all college hardware ensuring it remains in a serviceable and compliant condition

Report/diagnose/record and resolve all college hardware and software faults

Install software packages to run under college operating systems, in line with the college IT security policy

Install and test college purchased computer hardware (including Apple devices) and other peripheral devices

Assist and support the scope and implementation of specific projects as requested by the line manager

Undertake annual IT asset reviews and checks, as well as ensuring all assets entering the college are correctly records, amended records upon any asset moves and support with recording of assets for disposal

Assist with the checking and maintaining device records in Windows Active Directory and Intune MDM and using the systems to deploy software and apps.

Support the network team with testing of new software, hardware and computer images prior to cross-college roll out

Assist with the issuing of portable IT equipment to end users, following the college procedures

Skills, Knowledge & Expertise

SKILLS AND EXPERTISE

Previous experience in 1st level ICT support

Good level of technical awareness and diagnostic skills

Experience and knowledge of using and supporting the Office and Office 365 suite – including Teams, One Drive, Sharepoint and Exchange Online

Significant level of knowledge and experience in the use and support of Windows technologies

Excellent interpersonal and communication skills, both written and verbal, with the ability to communicate effectively with staff at all levels and establish and sustain positive relationships

Significant knowledge and experience of supporting hardware and software, including telephony equipment, in a technical support role

Willing to work flexibly and outside of normal office hours – this could include early starts on a rota basis and evening and weekend work

Qualifications & Training

Level 2 qualification (GCSE A*-C, or equivalent) in Maths and English or a willingness to attain these qualifications with the support of the College

Level 3 IT qualification