- Provide an effective first response IT support to pupils and staff
- Undertake regular change and operational tasks such as setting up accounts, installing new hardware and software (see later section)
Key Tasks and Responsibilities:
- First Response IT support
- Ensure all support requests are logged accurately and fully on the call management system
- Provide immediate effective fixes and workarounds to common issues and also maintain a library of on-line help and training guides to enable staff and pupils to help themselves
- To provide outstanding, ‘can-do’ and friendly customer service at all times, ensuring the very best communication between staff and pupils and within the IT department
- Ensuring all tasks are completed within defined SLAs
- Change and Operations tasks
- Undertake appropriate documented ‘standard’ change controls ensuring a high quality of detail when following the procedure (e.g., account maintenance, installing software and hardware, assigning licences and so on)
- Feedback improvements and efficiencies to standard change and operational tasks and work with IT colleagues when procedures change unexpectedly
- Undertake appropriate documented operational processes ensuring a high quality of detail when following the procedure
- Undertake preventative maintenance during School holiday periods (in particular checking and testing Audio Visual equipment, tidying patch cabinets) as well as assisting contractors in new installations
- Ensure the IT department office space is tidy and well managed
- Demonstrates an excellent general knowledge of IT especially around Windows and Mac operating systems and common software (such as Microsoft Office)
- Has working knowledge of simple Audio-Visual systems
- Has a strong desire to constantly improve technical knowledge
- Provides a high level of customer service at all times
- Ensures customer is kept informed of progress on issues
- Builds a rapport and trust with the customer and inspires confidence
- Delivers on commitments
- Gains the confidence of the customer
- Deals with difficult customer issues in a professional and polite manner
- Credibility and communication
- Displays self-confidence and a professional approach when dealing with others
- Is constructive in team discussions and contributes
- Is self-aware and understands the impact on others
- Treats others as s/he would wish to be treated
- Open-minded and considers the perspectives and views of others
- Developing yourself and others
- Learns from experience to improve future performance
- Gives and seeks regular open and honest feedback
- Ask questions in order to enhance understanding and obtain knowledge and skills
- Develops awareness of own strengths and performance needs and takes steps to address them
- Promotes a learning environment by being approachable
- A commitment to personal development and the completion of the apprenticeship training programme
Innovation and change:
- Sees change as an opportunity to learn and develop
- Reacts positively to changes in direction/scope
- Feels confident about suggesting new ideas
- Research problems, making suggestions to manager about resolution
- Suggests and implements changes to working practices that benefit the department or School
- Judgement and decision making
- Acknowledges individual contribution to mistakes and acts promptly to rectify them
- Spots issues and addresses them to prevent problems, bringing them to the attention of others where appropriate
- Checks for inconsistencies in information provided and probes for further information
- A natural problem solver liaises with others on problems rather than passing them over
- Presents a positive ‘can do’ attitude
- Shares knowledge and experience with the team
- Is committed to work to the best of ability
- Is clear and realistic about what can be achieved and by when
- Takes personal responsibility for own actions
- Effectively plans to complete tasks within deadlines using tools and techniques (calendars, to-do lists etc..)
- Ensures all job tickets are logged and managed accurately with an attention to detail
- Ensure drive is maintained so tasks are completed to the satisfaction of customer/manager
92% of QA Apprentices secure permanent employment after finishing their apprenticeship. Additionally there may be opportunities to undertake further apprenticeship training as many of our programs offer on-going development tracks.
The role will require the driving of School vehicles (full driving licence required), some manual handling (moving computers and equipment).
- Pension scheme - Defined contribution scheme: employee contribution matched by School by factor of two, up to 10% maximum.
- 50% contribution to premiums for School’s private health scheme
- Free membership of dual-use Sports Centre (£25 annual joining fee)
- Free staff lunches in term-time
- School fee discount for children of staff (currently 75% discount for a day place), subject to change at any time
- Retail, gym, supermarket, cinema and restaurant discounts (via Sodexo platform)
- Cycle to work scheme
- Employee Assistance Programme which provides a range of support including counselling and legal advice.
- Occupational Health Services to support staff who have health/medical issues
- Free annual ‘flu jabs
- Recognised as a “Disability Confident” employer
- Recognised as a “Mindful” employer
- Uppingham is a forward-thinking employer that values all staff and the contribution they make. We are forever reviewing our benefits in order to recognise and reward staff appropriately.
- Holidays - The annual holiday entitlement is 30 working days. Up to 5 days must be taken over the Christmas period. Public holidays in term time are normal working days; a day off in lieu is given at another time.
- Safeguarding and Child Protection
- The post-holder’s responsibility for promoting and safeguarding the welfare of children and young persons for whom they are responsible, or with whom they come into contact, will be to adhere to and ensure compliance with the School’s Safeguarding (child protection) Policy at all times. If in the course of carrying out the duties of the post the post-holder becomes aware of any actual or potential risks to the safety or welfare of children in the School they must report any concerns to the School’s Designated Safeguarding Lead (DSL) or to the Headmaster.
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.
To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.
Specialist Skills & Experience:
- Knowledge of MS Office, MS Windows (Any version), Mac OS. Basic Audio-Visual knowledge.
- Excellent customer service skills
- Excellent organisation skills
- ITIL Foundation
- Knowledge of telephone switches,
- Windows server or network systems,
- Experience working in a customer service environment
- Confident IT skills with a desire to learn more
- Close attention to detail
- Be capable of lifting and carrying IT equipment in line with the School’s Health and Safety guidelines.
Five GCSE's to include English & maths at GCSE Grade C/4 or equivalent.
- Level 3 Infrastructure Technician Standard
- Functional Skills in maths and English if required
Approximately 11% of training takes place in the QA learning centre classroom. 9% is done in the workplace, through online training, face-to-face meetings with your QA Technical Skills Coach, or developing your portfolio. The remaining time will be spent on your workplace activity.