Duties will include but not be limited to:

• To provide a single point of contact for all staff in relation to IT issues and incidents
• To provide exceptional standards of support to all customers and support a variety of products, services and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all SLAs are adhered to
• Resolutions should be provided in an effective and timely manner
• To provide a channel for users to request and receive standard services, via email, phone and in person
• To maintain a high degree of customer service for all request queries and adhere to all service management principles
• To take ownership of as users incident/request and be proactive when dealing with user request
• Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure
• Chase 2nd or 3rd Line Analysts for updates on open incidents/requests and regularly update the user on progress
• Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution
• Participation in on call rota for weekend and bank holiday support (For Additional Payment)

Relationship management:

• Maintain an effective level of communication with all client staff that requires support on any request for service
• Ensure information for the request for service is correctly taken and communicated throughout the client company
• Ensure the relevant parties at UKN at UKN are kept informed of any requests that need escalating

Principal responsibilities:

Fault calls/Request for Service:

• Ensure that information is accurately recorded in the service management tool
• Ensure incidents are assigned to the correct resolver team
• Work with the problem management team or other vital teams as required

Systems Support:

• Microsoft Windows
• Microsoft Office
• PC desktop and laptop equipment
• PC patching and updates
• Anti-Virus systems
• Aid users with various service requests, e.g. file conversions, CD/DVD copying formatting of documents etc.
• Undertake desk side support visits as and when required to our onsite clients
• Provide support for client specific applications where required – training to be provided

Administration:

• Log all incoming calls on the service desk
• Record all faults and related occurrences on the ITSM system
• Produce and update documentation of IT systems
• Upkeep of IT procedures (under direction of Service Centre Manager)
• Maintain asset Register
• When required represent the service desk at team department meetings
• Plan and prioritise work to ensure that deadlines and targets are met
• Develop and maintain knowledge and skills and keep up to date with new processes, procedures and development

Installations:

• PC builds in accordance with company policy
• Configuration of laptops
• Physical connection of printers and network peripherals
• Office Moves/Desk Moves / relocations

Projects:

• Assist with IT projects as required
• Take part in testing of new releases or contribute to the virtual in project work
• Attend client sites as required

• Handling all incoming phone calls
• Handle all incoming emails and respond accordingly
• Taking care of the company subscriptions, diary and email management
• Arranging appointments
• Processing property lettings, dealing with tenancy applications and renewals
• Supporting and assisting the Directors
• Liaising with clients
• Building good relations with tenants, landlords and suppliers
• Researching and purchasing supplies and materials online
• Contact applicant and arrange viewings

This job role includes a variety of areas including:

1st Line Support:

• This involves supporting the customer on the phone or via our ticketing system with any issues or queries they may raise regarding IT at the school. This will include trouble shooting of issues with both software and hardware as well as remoting on to machines within the school network and potentially looking at server related management systems such as group policy, DNS and DHCP

Onsite Technician:

• This part of the role involves going to site on regular visits, normally weekly or fortnightly, with the school’s regular technician to work on tickets that the school have put In to the helpdesk. This can involve looking at hardware faults with interactive panels to faulty computers or other issues that the school have raised

Workshop:

• This area involves building computers, setting up new devices for install at the school; iPads and tablets etc as well as working on hardware that comes back to the office with a fault

There will also be install work during the school holidays which will range from installing a batch of laptops to a full Windows 10 install throughout the school. There may be opportunity to work on software development with our Libresoft branch, but this is not going to be a focus for this apprentice role.