1st Line / AV Support

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Responsibilities:

*Diagnosis and resolution of first line IT incidents and service requests logged through the service desk by customers. Provision of face to face, email, and telephone support for customers.

*Escalate issues to other members of the team as necessary.

*Provide excellent customer service.

*Maintenance of IT user accounts according to Jisc's access control and account management policy.

*Provision of technical support for IT systems and infrastructure.

*Provision of support and maintenance for audio visual systems.

*Install and configure software and hardware in compliance with defined technical standards.

*Implement IT, audio visual and telephony moves and changes.

*Contribution to the provision of IT Helpdesk Services.

*Providing advice and training for IT / audio visual system users.

*Liaison with suppliers regarding IT/ audio visual equipment purchase, fault resolution and maintenance.

*Helping maintain an inventory of all IT equipment in use and an accompanying register of computer users together with items of IT equipment 'owned' by them.

*Writing "how to" guides on using IT systems to be distributed and published.

*Maintaining an IT technical knowledge base.

*Maintain an up to date awareness of IT developments and issues.

*Assisting the IT Team leader and other team members with project work.

*Taking the lead on computer builds both Macintosh and Windows

*Managing the New Starter/Leaver Process