AV and IT Support Officer

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IT Support OfficerAre client is a Girls School and Boys Private school with a rich history, tracing there roots back to the 17th Century. They give talent and ambitious young people, irrespective of background, the opportunities they need to succeed in life. There priority is the education of the whole person in a truly exceptional learning environment with outstanding facilities. Our support staff play a vital role in the delivery of high quality academic and pastoral care for each and every student. The schools occupy traditional and purpose-built facilities in a superb setting: 100 acres of playing fields and grounds, all within close reach of north London. Role: IT Support OfficerLocation: HertfordshireHours: 37.5 hours per week full time, Monday to Friday with one hour for lunch but with some flexibility and willingness to work other hoursSalary £25,000 per annum depending on skills and experience, plus benefitsHoliday 40 days plus bank holidays Reporting LinesThe IT Support Officer will report to the User Support Manager and the IT Service Delivery Manager.OverviewThe IT Support officer's main responsibility will be to investigate and resolve incoming support requests from the users of the school's IT and AV communication systems.You must possess excellent communication skills and ideally be an all-rounder who is comfortable providing IT Support in a fast-paced environment.Duties and ResponsibilitiesService DeskTo staff the Service Desk during opening hours on a rota-based system providing user support to service users in both schools.Logging and managing incoming requests for support via the Service Desk system, telephone and email, including escalation to other members of the IT or IS departments as appropriate.Maintaining excellent communication with users and providing timely updates on progress with tickets.Ensuring that allocated tickets are managed within the agreed SLAMaintaining the IT asset and configuration management databasesIT SupportTo provide first and second-line IT support services to the schools' staff, pupils, parents and guests.Providing administrative support to the wider IT services team.Provision of management and support for school wide systems and equipment under the control of the IT Services department.Configuring, testing and deploying end user devices including laptops, tablets, desktop PCs, telephony and printersEnsuring that end user systems and services meet health and safety requirementsTo provide instruction to staff in the use of end user IT and AV facilities and servicesProvision of support for the schools' internal and external examinations and assessment process including oral, written and music examsFacilitate the process of equipment loans to staff and pupilsProvision of support for events including (but not limited to) open evenings, entrance exams, open days, assemblies, concerts, plays and external speakersUpdate of digital signage across the schools as requiredEnsure that all aspects of the schools' support processes, end user computing and AV services are documented and kept up to dateAssisting the reprographics department in times of high workload or staff absenceProvision of digital audio and video recording, editing and post production services as required by the schoolsProvision of management and support for school wide Audio Visual systems and equipment under the control of the IT Services departmentAll other support duties at the request of your line managerEssential Skills and ExperienceExcellent interpersonal and communication skills, patience, and the ability to interact with people at all levelsEvidence of delivering excellent user support within a Small to Medium Enterprise (SME) sized organisationExperience with broad infrastructure ICT support servicesStrong experience with the Microsoft suite of tools, especially Office 365Hands-on experience with the support of end user equipment; including but not limited to laptops, tablets, desktop PCs, telephony and printersAble to use your own initiativeResourceful and knowledgeableExcellent oral and written communication skillsAbility to meet deadlines and work under pressureHave a methodical approach to diagnosing and resolving faults