Carry out technical investigation into support calls providing resolution of calls/escalation to development where necessary.

Utilise the necessary support tools to manage calls effectively and communicate with schools/Academies.

Build and maintain a strong working relationship within the service desk team and onsite technical teams, ensuring calls are passed to these teams where necessary in a timely manner.

Resolve issues of a technical nature at first line level in relation to the infrastructure and systems supported by the service desk.

Pro-active monitoring of all incidents across each school/Academy

Escalate issues to the Service Desk Manager where necessary to ensure a successful and timely resolution to issues raised.

Identify and correct or advise, on operational issues in client computer systems.

Administration of service requests in relation to mailbox account creation, password resets, and other such requests.

Skills Required:

2 years’ experience working within a school or other related environment, supporting technologies and infrastructure

Technical experience of resolving issues in ICT within schools

A good understanding of school hardware such as interactive white boards, projectors, printers and peripherals

Proficient in Internet related applications such as email clients and Web browsers.

Experience and knowledge of printing, print servers and printer administration

Experience of Windows problem-solving and troubleshooting, as well as knowledge and skills in using and administering Active Directory across a range of operating systems

Experience of using remote desktop tools to problem solve and resolve issues.

Excellent customer service and communication skills to ensure timely and succinct updates are provided to the customer.

Professional working knowledge of the following systems:

Microsoft Windows XP/Vista/7

Microsoft Server 2003/2008 R2

Microsoft Office 2007/10 and Exchange Server 2003/2007/2010

Active Directory

Advantageous Skills:

Experience of school working practices and policies

Experience of dealing with a reactionary support environment

Experience of working with Sharepoint 2010

Experience of SIMS and other school related business applications (Sage, Pegasus, Webmarshall)

Experience of MAC iOS and associated MAC hardware