Overview
Your time will be to provide first line support to all stakeholders of the Nottingham University Samworth Academy (NUSA) via Phone, email and in person. This will include general fault resolution of all IT equipment within the school, seeking guidance from 2nd and 3rd Line Support when required and acting on requests from them.
During the day to day operations of the school the post will provide a pro-active support role, aiming to prevent faults before they occur. A focus on the preventative actions would include completing daily checks to ensure that all equipment is ready for the days learning.
When the unfortunate does occur and the school does experience a problem the post holder will need to provide an initial diagnosis of the problem and either resolve the problem or escalate to the 2nd line team. The 2nd line team will work with the post holder to bring the problem to a speedy resolution.
Specific Responsibilities
- Take ownership of helpdesk tickets and ensure staff are informed of the status of their request
- Escalate incidents to the appropriate person or team when required and work with 2nd Line Support to achieve a resolution
- Identify and document workarounds to IT related problems, seeking approval for work-arounds from 2nd Line support
- Provide an excellent level of support to all stakeholders of the school across multiple areas including, Windows, Office365, iOS and Chromebooks
- Ensure availability of end user IT equipment such as Printers, Projectors, TVs, Computers, Tablets, Laptops, etc.
- Provide support to the staff and students for the use of the software and hardware available in school
- Assist with the creation and updating of the school IT documentation
- Work within the requirements of GDPR
- Provide support of audio-visual resources as required
- Install and maintain hardware and software as directed
- Maintenance of the School digital signage (not content)
- Assist with the maintenance and monitoring of the school’s infrastructure
- Monitor students’ activities in the classroom, blocking inappropriate content and removing un-authorised software
- Maintain a stock of consumables and spare equipment
- Maintenance of the school CCTV system
- Maintain an inventory of IT Assets, completing termly room checks and a full annual audit
- Complete Daily, weekly and annual checks on the IT Equipment as part of a proactive maintenance process
- Assist staff with Video conferencing equipment
- To undertake reprographics work for staff as directed, to a high standard.
- To be responsible for ordering reprographics equipment and stationery and maintaining stock levels.
- To undertake stock control of the reprographics department supplies
- Understand your responsibilities in relation to Safeguarding and child protection
- Carry out any such duties as may be reasonably requested
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