ICT Support Officer
A Charity based in London are looking for an ICT Support Officer. The successful candidate will provide professional ICT Support service to staff and volunteers, ensuring a high level of support by providing first-line desktop and application support across all the charities ICT systems, and to work continuously on a task until completion (or internal escalation or referral to third parties, if appropriate). To be the first point of contact for the charities staff for all ICT Support queries.
First-line ICT desktop and application support by responding to tickets submitted via Zendesk/Telephone/Email.
Perform routine desktop software installation, configuration and maintenance.
Set up new user accounts, new desktops and laptops, and any other ICT equipment.
Assist the ICT team in troubleshooting issues.
Maintain ICT Support documentation.
Provide general ad-hoc ICT training to staff and volunteers.
Supporting the roll-out of new applications.
Troubleshooting endpoint problems and diagnosing and solving hardware or software faults; replacing parts as required.
Assist with computer recycling and arrange for the safe disposal of used equipment.
Handle desk, computer and phone moves and associated cabling.
Assist with the administration and support of the telephone system.
Maintain an inventory of computer hardware and software (including licences).
Perform preventive maintenance duties on items of ICT endpoint hardware.
Assist with the support and maintenance of the wiki and other digital systems.
Work on small and medium sized ICT projects to be developed in conjunction with the ICT Service Delivery Manager.
In order to apply for this role you would need to have the following skills:
Up-to-date knowledge of Microsoft Office suite, with strong Outlook skills.
Microsoft Windows 7 and Windows 10 Operating Systems.
Windows Server 2008/2012 and some Active Directory experience.
Ability to troubleshoot basic Networking TCP/IP issues.
Excellent technical, analytical and troubleshooting skills.
Ability to learn and work independently.
Experience of providing ICT Support in a business environment.
Passion for great customer service with the ability to work effectively with colleagues across the organisation.
Flexible, energetic and driven with the ability to work in a dynamic fast changing environment.
Expected to follow existing IT guidelines, procedures and processes for application and desktop support and configuration.
Expected to use initiative, online research and escalation to 3rd-line ICT Support
Analyse and troubleshoot issues and problems that may arise but to refer to line manager for approval before implementing changes
Expected to advise on changes to existing ICT Support guidelines, procedures, training manuals and processes subject to approval by line manager.
Follow diagrams and written instructions to repair a fault or set up a system.
Follow backup, virus protection and security procedures noting risks to ICT systems and suggest precautions to the ICT Service Delivery Manager.
Expected to perform activities such as software installation, endpoint application configuration changes, handling information and equipment in day to day work.