Job Title: Help Desk Administrator
The primary purpose of this job role is to;
Working as part of the College's IT Services Department to provide a professional comprehensive helpdesk and administration service to staff, students and guests of the College.
Main Duties
- Provide a friendly and approachable helpdesk service for all Information Systems, eLearning, Finance, Facilities and IT enquiries across the College.
- Responsible for being first point of contact for all customer telephone, email and walk up enquiries.
- Management of all helpdesk support requests and enquiries.
- Provide an organised and efficient administrative service to the departments.
- Ensuring the progress and status of all support requests is continually kept up to date and customers informed of progression.
- Undertake such other duties as may be reasonably required commensurate with the grade of the post across the College and its campuses.
Job Activities
- Logging of customer support requests and allocation to relevant members of the team.
- Resolving initial enquiries such as systems account changes and password resets.
- Producing reports and distribution to staff.
- Responsible for establishing and building customer and supplier relationships.
- Keeping department databases and spreadsheets up to date.
- Responsible for maintaining the systems hardware and software audits and ensuring software compliance.
- Create training materials and "how to" guides to support staff.