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Helpdesk Operator

USP College

Helpdesk Operator

£23442

USP College, Thundersley, Castle Point

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 3 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: c129bc27def44c45b73377a796a91c6f

Full Job Description

  • The primary purpose of this role is to provide technical support and assistance to both internal and external stakeholders at the College. This includes handling support calls, maintaining and updating tickets in the helpdesk system, and collaborating closely with the IT Support Coordinator to manage daily tasks and responsibilities. This role will help to improve our Ai helpdesk knowledge base, picking up on predictive maintenance, and assisting Teams Ai chatbot on escalation to always provide a positive customer experience.

  • Duties & Responsibilities

  • Take support calls and create/update tickets on our helpdesk system.

  • Liaise with and update the IT Support Co-ordinator on your daily and assigned tasks.

  • To help provide operational support for both hardware and software systems to meet the needs of both business and educational users of the College Information Technology

  • To help implement and support modifications, upgrades and improvements to the network, systems, and software

  • Create user guides to assist end-users in navigating and using software applications.

  • To help ensure that computers and other assets are maintained, cleaned and secure

  • To help maintain an inventory of assets and equipment

  • To help configure and setup desktops and telephone extensions as required

  • To provide support to internal and visiting customers, assisting them with hardware and software problems in a timely manner and with any technical IT matters which arise

  • To help ensure all systems have appropriate antivirus software installed

  • The ability to support Windows Desktops

  • The ability to support Office 365 applications, Email and collaboration services

  • To manage the provision of daily IT Support for all stakeholders

  • Good understanding of data protection requirements and good practice, and of the General Data Protection Regulations, Our strategy is to create a Career Focused, Digital Learning environment, ensuring that the learner experience and our relationship within our community, local and regional employers, are at the heart of everything we do. We are proud to be selected as finalists for the AoC Beacon awards for effective use of digital Technology in FE. Providing a high achieving, focused learning environment allowing our students to achieve the grades they need for higher educations, or the skills and aptitude required to secure a suitable role in their chosen career. Our college is set in the leafy suburbs of Essex, with easy access to surrounding areas and amenities, we are based in a well-connected location both by road and rail.


    • What we offer:
  • A dedicated and friendly team of professionals who are keen to develop and learn.

  • Excellent pension provision

  • Annual Staff Awards

  • CPD days - opportunities to grow and development through mentorship and coaching

  • Free onsite parking

  • Staff appreciation days

  • Eye care vouchers

  • Onsite Starbucks & Restaurant

  • Well-being days & activities

  • Electric Vehicle Scheme

  • Discounted gym membership.

  • Fully immersive teaching rooms allowing online teaching simultaneously at multiple locations.

  • Hybrid Working available.

  • Free Employee Assistance Programme available 24/7, 365 days offering legal & financial advice, as well as general support & guidance.


  • subject to terms & conditions

    • All appointments are subject to safer recruitment requirements to ensure the safeguarding of children and young people. All positions will involve appropriate checks and clearances.

  • Computer related qualifications

  • The ability to upgrade existing IT equipment

  • Knowledge and use of other Ai tools to benefit the college and IT Services.


    • The right candidate will have:
  • Good standard of education

  • Knowledge of Microsoft windows 10/11 & Office 365 and the ability to adapt to new software

  • The ability to identify and deal with simple software problems

  • Ability to prioritise their workload

  • The confidence to provide advice and support on computer software resources

  • The ability to deal with people at all levels

  • Ability to work in a busy environment

  • Have a team orientated ethos