IT Services Helpdesk Administrator

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.