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IT Support

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IT Support

Job Purpose:

The IT Help Desk is the central point of contact for all IT related incidents and service requests. The role of the IT Assistant is to provide first line support for all staff at Manning Stainton.

IT Support teamwork in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person.

 

Main Duties and Responsibilities:

To diagnose and resolve software and hardware incidents which occur in operating systems (Windows and Linux) and across a range of software applications

To assist all our users with any logged IT related incident when called upon

To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support team members or external suppliers where necessary

To accurately record, update and document requests using the IT Help desk system

To install and configure new IT equipment

To resolve incidents and upgrade different types of software and hardware

To resolve incidents with printers, copiers and scanners

To resolve issues, troubleshoot, test and train users on our CRM system

To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner

Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation

To be a highly motivated team player with the skills and ability to manage changing priorities

To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient

Exhibit a flexible approach to working

Be willing to attend internal and external training as necessary 

To participate in the Annual Performance Development Review Process

Working within the Health and Safety at Work Act, the post holder has a legal duty to take reasonable care for Health and Safety both for themselves and others who may be affected by their actions. They are also required to undertake Health and Safety training commensurate with the level required by the post and to take part in risk assessment procedures and the implementation of agreed recommended work practices within the area

Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility

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