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Technical Support Analyst (3 months fixed term initially)

Provide a competent and professional desktop technical support service for the IET staff (and affiliates) at the Stevenage Head Office and remote sites as required. 

Reports to: IT Service Centre Manager

Accountable to: Head of IT

Hours: 35 hours per week, exclusive of meal breaks, plus as many as required to fulfil the needs of the post

Band: B

Location: Michael Faraday House, Six Hills, Way, Stevenage

Main duties and responsibilities

Tasks include

  • Provide support for Microsoft Desktop Operating Systems, MS Office suite and other Standard Desktop software.
  • Provide other First Response technical support including support to other team members.
  • Provide technical support for IET staff hardware such as PC’s, Laptops, iPads, mobiles.
  • Provide support for the Avaya Desktop Telephone system.
  • Provide support for the video conferencing equipment in MFH and other sites.
  • Diagnose and log problems or faults and take necessary action to remedy the problem.
  • Work with other members of the support team or third party suppliers to complete tasks and projects.
  • Promote and maintain best working practices for computer system usage, virus management, backups, etc
  • Cascade IT knowledge to the user community through micro-training and advice.
  • Ensure that all levels of computer and network security are maintained to best practices.
  • Maintain an organised working environment both physically around the office and electronically within the IT systems.

Essential criteria

  • Demonstrable experience of supporting Microsoft desktop environments and MS Office (in particular Outlook, Word, Excel and Powerpoint) or be able to prove competence in IT support skills.
  • A general understanding of Local and Wide Area Networks and the function of the components involved.
  • A logical approach to problem solving with the ability to progress through to a successful solution using own initiative.
  • Ability to communicate in a clear and concise manner with all levels of staff and a friendly attitude with customers.
  • Ability to learn new skills and take on new tasks and recommend and develop improvements to working practices.
  • Ability to work effectively and considerately in a team environment.
  • Must have good time management skills and a flexible approach to working.
  • Must be willing to complete an essential job in a timely manner and ability to manage own time scales on a wide range of tasks.
  • To be educated to A level or equivalent.
  • Experience in a business environment.

Desirable criteria

  • To be educated to Degree level or equivalent.
  • To have passed one or more Microsoft exams or similar.
  • ITIL foundation level qualification.
  • Exposure to a service desk environment.
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