Job Description

The post holder will be part of a team providing both initial technical support for all DSFRS, ICT services and administrative duties as required within the ICT Service Delivery Team.

Main responsibilities and duties:

Support to users-

1. Staffing the ICT Service Desk, acting as a first point of contact for users reporting


faults/problems or requesting new or changed services.


2. Providing advice and guidance to all users as necessary.


3. Resolving reported faults/problems when possible or assigning to the relevant specialist


teams.


4. Maintaining a good working relationship with all users throughout the Service.


5. Providing on site advice to Users.


6. Liaising with 3rd party suppliers for the provision of services (e.g. repair of faulty


equipment)


7. Microsoft Active Directory and Azure administration (e.g. creating, deleting and amending


users and groups).


8. Assisting with other system administration when required (e.g. Microsoft 365, Remote


Desktop Services (RDS), e-learning systems, etc.)


9. Assisting other ICT personnel in the installation and maintenance of hardware/software.


10. Providing or assisting with user training as required.

Administration-

11. Processing purchase orders, goods received notes and invoices.


12. Maintenance of spreadsheets and databases.


13. To receive goods from suppliers


14. Administration of Internal recharging (e.g. print costs).


15. Booking of Travel and accommodation for ICT Staff.

Quality Control-

16. Creating and maintaining a log of all Incidents and Service Requests via the Service Desk


Software.


17. Maintaining an inventory of all hardware and software


18. Ensuring that internal and external recognised standards are adhered to.


19. Ensuring that all ICT policies, procedures and processes are adhered to.


20. Ensuring that all outstanding problems are pursued to a successful completion.

Generic Duties-

21. To maintain security and confidentiality of information, whether computer based or


otherwise in line with legislation, i.e. Data Protection Act and all related DSFRS's


22. To participate in the provision of Out Of Hours ICT Support if required.


23. Other duties appropriate to the grade of the post as directed by the Service Desk Team


Leader


24. To participate in the Personnel Performance & Development (PPD) Review process to


identify any personal training and development needs and attend training events as


directed/required


25. To maintain professional knowledge by networking, attending training courses, reviewing


professional publications and maintaining Continuing Professional Development (CPD)


consistent with any professional requirements (e.g. ITIL)


26. To perform tasks in a safe manner in accordance with Health and Safety policies and


procedures


27. To comply with all other Service Policies and Procedures



Hours: 37.00 per week



About the employer:


he Apprenticeship is an IT Communications Technician (Advanced)



Requirements and Prospects:


Organisation Communication Flexibility and adaptability Customer Service


Positive Committed Confident Team player To participate in one of the ICT "Out of Hours" support schemes if required. Practical Conceptual


Potential for full-time employment after apprenticeship if applicable.



Training Provided:


You will attend Exeter College 1 day per week to work towards your Level 3 Information Communication Technician Apprenticeship.



Additional Information:



Desirable- Valid driving licence; ability and willingness to travel to sites within Devon and Somerset.




GCSE or equivalent 4/C or above in English and Maths.