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ICT technician required to be part of the team providing the core first-line ICT Service Desk function, delivering outstanding Customer Service to the group's ICT users including staff and volunteers at all levels, service users and users from other organisations with access to our systems in the use of supported systems, to agreed Service Levels.
Fulfilling second-line technical support as needed. Diagnosing and, where possible, resolving system faults (hardware and software), correcting user errors and filling in gaps in users' knowledge. These issues may require a site visit by self or another member of the team.
Share in the day-to-day management of the corporate network including, but not exclusive to: creation, updating and deletion of user accounts, maintenance of server operating systems, checking routine backups are completed.
Assist with maintaining, testing and, if necessary, implementing the company's disaster recovery plan for ICT.
Work within the ICT Team to maintain the integrity, security and confidentiality of the group's ICT systems in line with the group's Data Protection responsibilities and additional internal policies.
Ensure that all those with whom the postholder has contact are treated in a non-discriminatory manner in line with company Values statement.
Assist in the development and leading of internal training courses to strengthen the IT skills of staff within the organisation. Recommend to the ICT Manager and HR staff any external training courses as appropriate for individuals or specific groups.
Other related duties as required by the ICT Manager or the Director of Corporate Resources, commensurate with the level of the post.
·Outstanding Customer Service skills
·Excellent written and spoken communication skills
·Work collaboratively as part of a small team or independently
Organised with the ability to prioritise workload
A friendly, calm, sympathetic and professional methodical approach
·Alignment with the values of the organisation
Desirable
Experience of leading formal training
I.T. Skills & Experience
Required
Supporting a variety of IT end-users in a complex software environment
·Full clean driving licence and own transport
·IT software and hardware troubleshooting
·Windows Server 2003 network administration with Active Directory
·Extensive knowledge of and ability to support Microsoft Office products
·Experience in a similar support role
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