Help Desk Technician

Help Desk Administrator The primary purpose of this job role is to; Working as part of the College’s IT Services Department to provide a professional comprehensive helpdesk and administration service to staff, students and guests of the College. Main Duties Provide a friendly and approachable helpdesk service for all Information Systems, eLearning, Finance, Facilities and IT enquiries across the College. Responsible for being first point of contact for all customer telephone, email and walk up enquiries. Management of all helpdesk support requests and enquiries. Provide an organised and efficient administrative service to the departments. Ensuring the progress and status of all support requests is continually kept up to date and customers informed of progression. Undertake such other duties as may be reasonably required commensurate with the grade of the post across the College and its campuses. Job Activities Logging of customer support requests and allocation to relevant members of the team. Resolving initial enquiries such as systems account changes and password resets. Producing reports and distribution to staff. Responsible for establishing and building customer and supplier relationships. Keeping department databases and spreadsheets up to date. Responsible for maintaining the systems hardware and software audits and ensuring software compliance. Create training materials and “how to” guides to support staff.