Overall responsibility for the IT service desk, ensuring that all request for IT support are 
actioned in accordance with service desk procedures and priorities.
• Accountable and responsible for delivering day to day IT support to all users, and addressing 
ongoing or reoccurring issues impacting the service.
• Responsible for developing, embedding and managing the methods of working practices 
within the IT Support Team, including proactive IT support to end users to ensure that a high 
quality, professional IT service is provided to the college community.
• Work collaboratively with the Director of Resources to ensure the IT support service meets 
the needs of its users and contribute to the future development of the service and the 
college’s IT strategy.
• Responsible for the maintenance and management of an up to date assets register enabling 
the tracking of all ICT assets.
• Responsible for the maintenance of up to date documentation of all relevant IT and AV 
systems and hardware, including the maintenance contracts and warranties.
• Maintaining documentation on IT Hardware, software and audio-visual equipment including 
digital and printed format, ensuring the user guides and knowledgebase articles are available 
to users.
• Acting as an escalation role for the IT support technicians and work with the college’s ICT 
contractor and the Director of Resources where required.