Assess incoming incident and prioritise work according to timescales and processes
Keep accurate and timely records within the incident monitoring system making sure that the end user receives feedback at all times on the progress of faults and changes
Carry out technical investigation into support calls and escalate to the local technical team where issues require escalation
Maintain spare IT stock, warranties and software licences in accordance with the asset register
Instigate hardware swap outs within the timescales set out by the availability SLA to maintain service availability on failed devices
Arrange and repair (where required) equipment under the terms of the warranty agreement on specific hardware
Requirements :
Experience of Active Directory
School working practices and policies
A desire to understand how technology works and how it can be used to improve productivity
Act as a role model for high quality customer service