Desktop Support Assistant

The post is intended as a support post for the existing technicians for duties where deep technical knowledge is not necessary. The post will be embedded in End Users Services IT teams and work in all schools and departments within a given College or within Professional Services.

This post will pick up duties which currently have no owner as well as taking on some existing duties from the Desktop Support Specialists

Person Specification

IT Call triaging

Basic IT duties to cover:

• Fast reactive fault fixing. Reported faults that mean a member of staff is unable to work will be quickly reacted to and diagnosed and fixed if possible or passed on to a DSS for further work. This would be both visit and remote tasks.
• Quick to resolve Service Desk requests such as access control, mailing list membership, group membership.
• Respond to queries either via telephone, email or instant messaging.

PC Deployments and Office Moves

• Install any non-standard new PCs
• Service, image and redeploy existing PCs.
• Complete office moves of IT equipment.

Quotations and ordering

• Provide quotations for academic and professional services staff on IT equipment as requested.
• Create and process order requests to order IT equipment.
• Track and chase orders that are in progress.
• Ensure office supplies are stocked.
• Work with 3rd party contractors to organise and deploy IT hardware and software.

Tape management

• Implement the tape changing process including managing the rotation of tape sets, between sites, libraries and fire safes.

Asset management

• Ensure that the asset database is accurate by adding, removing and updating records.
• Checking and advising on the specification of equipment to feed into the rolling replacement programme.
• Managing the disposal of IT equipment with 3rd party suppliers
• To undertake such other duties as may be required from time to time in furtherance of the work of IT Services.