Deliver an effective and customer focused help desk.: Acting as one of the first points of contact for the IT/digital support contact line, recording support requests in relevant systems and support of the end user with their query/issue (Escalating if necessary)
Respond to support calls from end users to ensure a customer focused approach detailing with support calls: By phone, by email or support ticket, or in person
Supporting end users remotely, as wells as physically on the college sites
Assist with maintaining, managing, and updating all college hardware ensuring it remains in a serviceable and compliant condition
Understand the general use, operationally and functionally of the Office and Office 365 suite to be able to support users to access and troubleshoot, including the following systems and packages: Exchange online, Microsoft Teams, OneDrive, SharePoint, Office suite (to include Word, Excel, PowerPoint and OneNote)
Report/diagnose/record and resolve all college hardware and software faults
Install software packages to run under college operating systems, in line with the college IT security policy
Support the network team with testing of new software, hardware and computer images prior to cross-college roll out
Install and test college purchased computer hardware (including Apple devices) and other peripheral devices
Assist and support the scope and implementation of specific projects as requested by the line manager
Maintaining the IT asset log of all equipment and undertake annual IT asset reviews and checks. Ensuring all assets entering the college are correctly recorded, amend records on any changes and support with recording of assets for disposal
Assist with the checking and maintaining device records in Windows Active Directory and Intune MDM and using the systems to deploy software and apps
Assist with the issuing of portable IT equipment to end users, following the college procedures
Support with the facilitation of AR/VR sessions through the dedicated suite, but also with portable equipment on/off the college campus
Support with the maintenance and preparation for AR/VR sessions through the dedicated suite, but also preparing portable equipment to be used across the campus and off site
Assist college functions, such as open evenings, enrolment, awards evenings etc.
To undertake any other such duties commensurate with the grade of the post as may be requested of you by your Line Manager at your initial place of work or at any other premises which the Corporation currently has or may subsequently acquire
To know and abide by the health and safety rules within the College and be aware of good practice in the working environment
Training:
1 day a week at college ( Term-time)
College Assessor
Workplace mentor
Training Outcome:Upon completion of the apprenticeship, there is room to progress within the company. Employer Description:As Telford & Wrekin’s only further education college, we play an important role in supporting our local communities to thrive, working closely with local and regional employers.
In addition to our main campus in Wellington, we now also have a brand-new site in the heart of Telford Town Centre, our sixth form centre due to open in September 2026.
The college offers a broad curriculum including A levels, T-Levels, apprenticeships, university-level courses, adult training, specialist facilities for learners with high needs, and employability programmes to help people back into work. Working Hours :Monday - Thursday, 08:30 - 17:00.
Friday, 08:30 - 16:30.Skills: Communication skills,IT skills,Attention to detail,Customer care skills,Problem solving skills,Analytical skills,Logical,Team working....Read more...
