ICT Helpdesk Administrator

About the Company

Our client is an innovative independent K–12 school with a strong history of academic and co-curricular success. Students are being prepared for a lifetime of learning, leadership, and participation in our global community.

About the Role

The ICT Helpdesk Administrator is an integral member of their ICT support team and has a strong customer service focus, providing a primary point of contact for IT support for their students and staff.

They have a responsive organisational culture and, as such, the responsibilities within this role may be altered to adapt to the evolving needs of the School.

Responsibilities

• Service Desk and General Support
  • Provide a primary point of contact for the ICT Department either in person, over the phone, email or via the Service Desk system between the hours of 7:30am-4:00pm
  • Utilise Service Desk software to log and respond to issues as they arise
  • Triage requests and prioritise and escalate as required
  • Ensure the requests of staff, students and parents are responded to promptly and effectively
  • Effectively manage customer expectations and requirements to achieve the best outcome
  • Communicate effectively with customers, asking probing questions to determine nature of problem, walking customers through problem-solving process, and providing feedback
  • Support a mixed PC/MAC environment
  • Provide support to clients in diagnosing and resolving hardware and software issues
  • Maintain company’s owned digital devices
  • Assist in creation of user documentation and management of ICT self-service tools
  • Perform classroom maintenance tasks over term break holidays
  • Assist with general user account management
  • Assist staff and students with training of operational applications
  • Preparation and retrieval of customer devices as required
  • Manage Student and Staff ID cards
  • Provide feedback to the ICT team and assist with providing relevant reports to ICT meetings.
• ICT Asset Management and Inventory
  • Maintain records of the company’s owned devices
  • Maintain an accurate record of asset movement in and out of ICT
  • Manage electronic and hardcopy records of software licenses, maintenance agreements and end user agreements
  • Liaise with technology suppliers re: Warranty and Insurance claims
  • Order materials and supplies for the ICT department
• ICT Infrastructure Support
  • Liaise with the Managed Print Services provider to ensure multifunction printer/copier devices are maintained in a good working order
  • Provide support for the daily responsibilities of the Systems Administrator and assume primary responsibility in their absence.
• Working Relationships
  • Reports to the Director of ICT & Digital Learning
  • Works collaboratively with the ICT Team
  • Provides customer service specialising in ICT to members of the school’s community
  • Responsible to the Director of Business, Finance & Facilities and ultimately the Principal.

Qualifications

• Experience with trouble shooting, installing, and maintaining ICT related services
• Competent using technology including Microsoft Windows and Apple and knowledgeable about various devices – PC’s, tablets, iPads, printers
• Demonstrated customer service skills, including a flexible and friendly approach
• Excellent interpersonal and communication skills with the ability to communicate technical information clearly and effectively to a variety of people
• Demonstrated ability to work independently, proactively and cope in pressured and demanding situations
• Ability to be a valuable contributor to a close-knit team approach
• Excellent organisation and time management skills with the ability to effectively prioritise and juggle competing demands
• Excellent attention to detail
• Able to aid and assist all members of the school’s community in a friendly, helpful, and timely manner
• Discretion, reliability, and confidentiality.