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Telford College
About The Role
The Desktop Support Technician Apprentice will provide IT support to all users across the college, helping to ensure that IT equipment and systems are well maintained, up to date and ready to support teaching, learning and business operations.
Working as part of the IT team, you will take a proactive and customer-focused approach to resolving technical issues, supporting users and maintaining a reliable IT environment. This role offers the opportunity to develop your technical skills and gain valuable hands-on experience while delivering a high standard of service to staff and students.
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 and support of the end user with their query/issue. Escalating if necessary
- Respond to support calls from end users to ensure a customer focused approach detailing with support calls:
- By phone
- By email or support ticket
- In person
- Supporting end users remotely, as wells as physically on the college sites.
- Assist with maintaining, managing, and updating all college hardware ensuring it remains in a serviceable and compliant condition
- Understand the general use, operationally and functionally of the Office and Office365 suite to be able to support users to access and troubleshoot, including the following systems and packages:
- Exchange online
- Microsoft Teams
- OneDrive
- SharePoint
- Office suite (to include Word, Excel, PowerPoint and OneNote)
- 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
- Support the network team with testing of new software, hardware and computer images prior to cross-college roll out
- 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
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Skills & Expertise
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- Candidates should be able to demonstrate good levels of skills in IT and previous experience working with IT packages to include Microsoft Office, Office 365, Teams, etc.
- Recent experience of working in a customer focused environment either through employment, voluntary work or work experience
- Good interpersonal skills to enable effective communication with students and staff at all levels
- Ability to work in a pressurised environment to strict targets and deadlines
- Ability to work independently and share knowledge as part of a small team
- Ability to prioritise a busy and diverse workload to ensure services are delivered to meet time constraints
- Ability to demonstrate a positive, friendly and ‘can do’ attitude towards dealing with colleagues and students and resolving issues to provide excellent customer care
Qualifications & Training
- Hold Level 2 English and Maths (A* – C) or equivalent or willing to work towards this with Telford College
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