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IT Helpdesk Support Assistant

Surrey - Egham
£20000 per annum, Additional Benefits
Job Reference

HR GO are looking for


POST: IT Helpdesk Support Assistant

SALARY: Grade G, £20,748 - £23,228 per annum

STATUS: Fixed term Maternity cover until June 2021

CAMPUS: Predominantly Strode's but working at other Campuses when required.

ACCOUNTABLE TO: IT Services Manager

HOURS: Full time, 37 hours per week


  • To provide 1st line support to College campuses ensuring that all IT resources are not interrupted during operational hours by providing pro-active support.

  • To ensure all support calls and service requests are logged and administered using the appropriate service desk software and working to any agreed Service Level Agreement.

  • To be responsible for the Reprographics room and associated equipment.

  • To be responsible for placing and monitoring orders made for all of the Information and Business Systems Technology Department.


  1. Responsible for 1st and some 2nd line support to end users on all IT/AV/Printing related issues

  1. Ensure all support calls and service requests are logged and administered using the

appropriate service desk software and working to any agreed Service Level Agreement

  1. Ensure support calls are escalated to the appropriate member of the internal/external

team, using the agreed escalation procedures

  1. Monitor the helpdesk for recurring problems or emerging issues and report them to the appropriate member of the team

  1. To produce and maintain FAQs and guides for users on the IT Services systems

  1. Prepare regular reports on activity and issues in relation to the helpdesk and incidents recorded according to predefined report formats agreed with the IT Services Manager

  1. Assist with the support and maintain the College IT/Copying/Printing systems, which will include trouble shooting and management of faults

  1. Help maintain the College systems documentation

  1. To place, monitor and ensure that orders are fulfilled and paid

  1. Undertake and complete a range of work including copying, printing, collating, stapling, punching, binding, trimming, folding, stuffing and laminating

  1. Assist users with their printing / copying requirements

  1. Ensure that the College photocopiers, small desktop printers and other associated equipment are in good working order and contacting support providers and suppliers where necessary

  1. Be aware of and comply with current copyright legislation relating to photocopying

  1. Be responsible for the College post including internal, external and examination mail at the Strodes Campus

Should you be interested please send CV to kellie.jones@hrgo.co.uk


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