Are you a 1st / 2nd line support technician? Experience working behind the scenes at one of Scotlands premier visitor attractions.
The role; To provide a centralised ICT Technical Support Service to all users. To ensure that all actions relating to ICT Technical Support are recorded, controlled and managed to agreed standards. Provide day to day support of the client’s desktop estate including availability, recovery, access control, security, software distribution and operating system and general desktop software support, including both 1st and 2nd line support when required.
Specifically, provide day to day support of key client systems such as desktop PCs, printers, photocopiers, laptops, telephones and loan equipment, including both 1st and 2nd line support when required. Update and manage client Service Desk Recording System in relation to technical support calls to maintain accurate call histories of faults and requests. Provide an on-call support service on a 1 in 5 rota with the other ICT Technician and the Network Support Engineers.
Liaise as required with ICT staff to ensure the overall delivery of service as required within the department service plan. To be committed to good health & safety and access practice and ensure familiarity with the client’s health & safety and access policies, procedures and guidelines.
Expected Outcomes - Resolution of user problems within agreed targets and managed service levels. Documentation of all applied solutions in the ICT Service Desk
Thinking Skills - Ability to prioritise allocated tasks to maximise delivery of technical support to users. Ability to troubleshoot and problem-solve to rectify ICT problems. Decisions on when external support is required to provide support on ICT problems.
Communication and Contact
Internal - Liaise with ICT colleagues on technical and support requirements. Provide 1st and 2nd line support and feedback to users, covering phone when required. Able to communicate technical material to non-technical personnel.
External - Liaise with external companies for technical support. Be aware of customers and visitors when working in public areas.
Knowledge - Qualification HNC or HND level in associated field. Up to date knowledge of ICT Technologies, including operating systems and desktop applications. Knowledge of Microsoft Desktop Technologies, to MCP standard or equivalent. Knowledge of Apple Macintosh desktop configurations. Knowledge of Cisco Technologies to CCNA standard or equivalent. Knowledge of IP Telephony Technologies and implementations. Knowledge of Service Desk functionality.