Desktop Support Technician

Spring Technology
10 Jan 2018
11 Feb 2018
Contract Type
Full Time
Desktop Support Technician

Location: Buckinghamshire
Hours: 37
Duration: 3 months initially
Rate: £14 an hour

Job Purpose:

To provide second line support for all staff and students at Bucks New University and be responsible for resolving support requests with regards to installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment (including but not limited to PCs, Macs, Mobile Data Devices and MFDs) to ensure optimal performance.

Main Duties & Responsibilities of the role:
* To provide second line support to staff and students for end user hardware (e.g. desktops, laptops and peripherals), system operating software (e.g. Windows and Mac) and their connection to the network, diagnosing and resolving incidents in response to logged incidents and requests.
* To provide upgrade, installation, replacement and repair services for University equipment (including PCs, Macs, Mobile Data Devices and MFDs), working alongside the Service Desk and project teams on all sites.
* To take ownership of issues by carrying out problem analysis to identify underlying issues in accordance with the Problem Management Process and to implement temporary or permanent fixes with the aim of restoring service as soon as possible, escalating incidents to other support teams where necessary.
* To deliver the IT aspects of office and classroom setups, expansions or moves, including the relocation and installation of VOIP and PC equipment, as directed or set out in an approved plan.
* To update the CMDB (Configuration Management Database solution), incident management tools and all other relevant Service Desk systems, ensuring that updates are accurate and in accordance with IS&T policies and standards.
* To maintain safe and secure standards of equipment provision and to promote the safe use of equipment to end users.
* To undertake established monitoring activities in accordance with the Event Management Process as required.
* To undertake routine inventory and equipment disposal tasks to ensure a tidy and safe working environment for the University.
* To assist with the build and ensure the successful deployment of the University images (including Windows, Macs and Mobile Data Devices) to ensure the efficient operation of University IT systems.
* To maintain standards for technical support documentation for core business systems and assist with the design, delivery and improvement of training programs and user support procedures.
* To provide technical advice, expertise and assistance to other teams and projects about end user hardware and system software as directed by the Technical Support Manager.
* To invoke third party support in accordance with established processes and to assist and support third party contractors in their work for the University.
* To advise the Technical Support Manager of any matters concerning safety, software licencing, computer viruses or similar issues that require further action.
* To provide supplementary cover to the Service Desk to cover absences or at times of high demand as required by the IT Operations Manager.
* To create and maintain standards for technical support documentation for the installation and support procedures relating to corporate systems.
* To ensure that that all information is managed securely in accordance with University policies and information related legislation.

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.