Job Description

Position Objective
The IT Senior Service Desk and Asset Management Specialist is a highly motivated professional with a high level of expertise in technical support, specialising in troubleshooting and analysis. This role is dedicated to delivering superior customer service and ensuring that unresolved issues and inquiries are escalated promptly in accordance with established protocols and Service Level Agreements (SLAs).
As a senior member of the IT Service Desk team, the specialist provides a high level of Level 0 and Level 1 support for IT incidents and service requests. They act as the primary point of contact for all user incidents, requests, and general communications.
In addition, the specialist is committed to enhancing user awareness of IT-related issues and promoting the appropriate utilisation of IT services and resources. As well as ensuring all details regarding Asset Management for all end-user assets and software details are accurately recorded and managed throughout their life cycle.
Responsibilities
Key duties and responsibilities include, but are not limited to:

• Deliver exceptional customer service by promptly and professionally addressing customer needs and concerns.

• Manage IT service incidents reported by school users through the Service Desk Support Portal, specifically those related to personal computers, networks, platforms, and applications.

• Effectively resolve issues or provide alternative solutions to restore IT services to normal operation within the established Service Level Agreement (SLA).

• Escalate unresolved issues or additional support requests to the appropriate support team.

• Provide timely updates to customers regarding the status of outstanding issues in accordance with targeted service levels.

• Ensure accurate and comprehensive documentation of customer interactions and transactions within the IT ServiceDesk Management System.

• Oversee the life cycle management of IT assets, including the registration, tracking, and decommissioning of hardware devices and software licenses.

• Conduct upgrades to PC hardware and software, which includes regular maintenance and installation of service packs, patches, and applications. Remain updated on product knowledge, policies, and procedures to furnish customers with accurate and relevant information.

• Manage the non-infrastructure IT hardware and software product life cycle

• Ensuring that personal type assets are tracked, received, recovered, deployed and retired in a controlled and compliant way

• Responsible for inventory data quality and ongoing data accuracy

• Track Software Subscriptions and licences used on personal devices, to maintain compliance

• Maintain and report on metrics for Hardware, Software and Licensing

• Execute additional responsibilities as directed by the Head of IT Operations and Business Partnering, the Helpdesk Manager, or other designated personnel within the School.

Position Requirements

• At least 3 - 5 years of hands-on experience working with school-based or related enterprise systems.

• Strong analytical and problem-solving skills are essential. The ability to think creatively and identify technical issues for effective resolution is important.

• A high standard of customer service skills is necessary.

• Intermediate knowledge of Office 365, Azure, Google Workspace for Education and Google Admin platforms.

• Ability to effectively prioritize tasks under pressure, and experience in working in a team-oriented and collaborative environment.

• Knowledge of JAMF and/or Microsoft Intune is a plus.

• Strong written and oral communication skills.

• Proven ability to provide support for the following:

o Microsoft Windows 10 and later
o Apple iOS
o Apple macOS
o Microsoft Office 365 application suite
o Google Workspace (formerly G Suite)
o IT hardware support for both Apple and Windows devices
Qualifications
You have:

• Diploma or degree in IT related discipline

• Min 3 years' experience in a similar role.

• Advantage if you have:

• ITIL-related certifications

• Microsoft-related certifications

• Apple-related certifications

Working hours:
Mon to Fri, 8am to 5pm

Skills Required