IT Helpdesk Coordinator

Recruiter
Greater Brighton Metropolitan College
Location
Brighton, East Sussex
Salary
£19,258 - £19,258 Per Year, £19,258 per annum (incremental range £19,258 - £21,001)
Posted
13 Jan 2022 14:09
Closes
25 Jan 2022 23:59
Reference
GBM936
Sector
Further Education
Job Level
Administrator / Coordinator/ Assistant
Specialism
IT / Computing
Contract Type
Permanent
Hours
Full Time
Organisational Type
General Further Education College

IT Helpdesk Coordinator

37 hours per week

Based at Central campus, Brighton

Main purpose and scope of the post:

  • Overseeing the efficient running of the IT Helpdesk function
  • Ensuring IT staff close jobs in a timely and professional manner
  • Directing and prioritising incoming support calls
  • Providing a professional, friendly response to staff and students
  • This is NOT an IT Technician role per se

Main duties:

  • To serve as the first point of contact for customers seeking technical assistance either by phone, by email or in person
  • To prioritise and efficiently log & assign these jobs to the IT Services team
  • To develop and manage the self-service aspect of the Helpdesk and to follow up with customers where they haven’t provided necessary information
  • To manage the Helpdesk system and identify & help develop possible improvements to our processes
  • Be proactive in following up with IT Services team and ensuring calls are being closed professionally and on time
  • Reporting on all aspects of the Helpdesk operation to the Desktop Supervisor and Head of IT Services
  • Tracking and inventory reporting on all IT associated equipment. Logistical work will be involved during quiet periods of term
  • Perform password resets on College systems where required and manage creation and deletion of user accounts
  • Help update systems documentation where appropriate

Interviews will be held 01/02/2022