You will serve as the intermediary between the IT Technicians and the Senior IT Technicians, leading and co-leading IT projects and technical functions, developing and leading the roll-out of new technologies, with a strong resolve to overcome technical challenges, accomplish objectives, bringing stakeholders along the way whilst maintaining the day-to-day continuity of business operations. You will also serve as an escalation point to the IT Technicians, responding to tickets raised, liaising with third parties and contractors, taking ownership of critical IT functions, all whilst considering the holistic impact IT Services action has on customer experience. You will demonstrate a strong passion for customer service and heavily contribute to departmental continuous service improvement initiatives with a customer first approach, championing strong customer service skills at every opportunity. You will share responsibility for the effective day to day operation of the College IT infrastructure both network, hardware and software, in meeting the needs of the College with support from the College’s Senior IT Technicians and Head of IT Services.
You will be expected to provide effective maintenance and upkeep the IT help desk, network and server infrastructure to ensure they perform effectively. You will also be involved in the development of Information Technology to ensure that all aspects of college activity make best use of technology, to meet strategic aims through project delivery and technical support. Including organising audits and IT checks to ensure IT is accessible to all and in a functional state. Working closely with the Senior Technicians and seeing complex faults through to resolution will be an essential part of this role which requires a proficient understanding of networking and server concepts and trends. You will also contribute to cyber initiatives, contributing to the College’s Cyber Strategy with the ability to manage and communicate risk, maintaining IT security yet facilitating and enabling safe stakeholder IT activity.
The IT Technical Officer role combines technical, project management and communication skills with a customer centric approach to service delivery, putting the customer at the heart of IT Service action.
Duties
1. Contribute to the development and implementation of the technical aspects of the IT strategies including desktop and server builds, deployment methods, security and messaging systems and network and telephony management.
2. Contribute to and at times lead the project management of capital and departmental projects, technical rollouts and other improvement initiatives, by utilising the resources of the team and working alongside stakeholders to ensure the effective and seamless implementation of projects. A clear focus on planning, organising, implementing and monitoring projects, to achieve deadlines and minimise disruption to teaching, learning, and other business operations.
3. Contribute towards the development of a highly effective IT service where all customer support requests are responded to effectively, including developing and regular contribution to the continuous service improvement register and knowledge base.
4. To champion exceptional levels of customer service and assist in embedding customer service principles across the IT Services Team.
5. Assist the Helpdesk Coordinator and wider IT Services Team in embedding ITIL principles to bring about efficiencies and implement best practices.
6. To serve as an intermediary between the 1st line and 3rd line support function, dealing with complex incidents in a 2nd line capacity, including systems, services and the IT network to bring about positive developments and solutions.
7. Contribute to the College’s Cyber Security measures and take ownership of elements of the security estate.
8. Serve as an escalation point to IT Technicians and Apprentices, assisting with technical support matters across all levels, with a focus on complex tickets.
9. Share responsibility with Senior IT Service Team members for IT Security at all levels including patch management and server maintenance schedules.
10. To liaise with third parties and external support and suppliers to facilitate ticket resolution and projects.
11. Take ownership of specific IT functions.
12. Contribute to the development and operation of the college’s Information and Communications systems. Which includes hardware, applications, systems software and data communications.
13. Testing of IT systems, software applications, communications equipment and IT disaster recovery procedure.
14. Maintain adequate technical support to cover the operational needs of the College across all sites, during operational hours, in an efficient and effective manner, making best use of resources.
15. Contribute to the procurement, installation, configuration and sizing of IT systems, software applications, communications infrastructure and any other IT equipment requirements e.g. Classroom Technology.
16. Contribute to the network security on all technologies including the electronic resources and devices, to ensure that security of College data is maintained.
17. Organise essential IT audits to ensure a functional, safe and accessible IT estate.
18. Maintain corporate inventories of hardware, software, infrastructure, etc. through the asset management system.
19. Maintain and contribute to the College’s IT Disaster Recovery procedure.
20. Any other duties of a similar level of responsibility as may be required.
Hopwood Hall College is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.We particularly welcome applications from under represented groups including ethnicity, gender, transgender, age, disability, sexual orientation or religion.