Information Technology Help Desk Technician

Job Description

Help Desk Administrator

The primary purpose of this job role is to work 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

1. Provide a friendly and approachable helpdesk service for all Information Systems, eLearning, Finance, Facilities, and IT enquiries across the College.
2. Act as the first point of contact for all customer telephone, email, and walk-up enquiries.
3. Manage all helpdesk support requests and enquiries.
4. Provide an organised and efficient administrative service to the departments.
5. Ensure the progress and status of all support requests is continually kept up to date and inform customers of progression.
6. Undertake such other duties as may be reasonably required commensurate with the grade of the post across the College and its campuses.

Job Activities

1. Log customer support requests and allocate them to relevant members of the team.
2. Resolve initial enquiries such as systems account changes and password resets.
3. Produce reports and distribute them to staff.
4. Establish and build customer and supplier relationships.
5. Keep department databases and spreadsheets up to date.
6. Maintain systems hardware and software audits and ensure software compliance.
7. Create training materials and “how to” guides to support staff.