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On-Site Managed Service IT Apprentice, Rivers Academy West London

Job Role Overview:

1.0 Service Desk and Technical Assistance:

•First line ‘break-fix’ assistance to school based users as directed by the site Service Desk queue

•Use the service desk software to report, log and correspond to requests

•Communicate with school-based staff to inform them of action and progress of reported problems

•Assist school-based staff and students with technical issues*

•Provide high levels of customer service 2.0 Hardware/Software Support and Fault Diagnosis:

•First line support for workstation and laptop support. Assessment and resolution of hardware/software issues

•First line support for printers. Basic assessment and resolution of hardware issues

•First line support for ICT peripheral devices (USB devices, Scanners, tablets etc)* Assessment of hardware/software issues

•First line support for interactive whiteboards and projectors. Basic assessment and resolution of hardware issues

•First line support for wireless access points and hardwired network points. Basic assessment and resolution of issues

•Complete trouble-shooting tasks on supported infrastructure as directed by the service desk.

•Test and change cables as required. (Network, USB, serial, parallel etc)

•Change and diagnose hardware equipment as directed by the service desk 3.0 Routine Maintenance and Service Tasks:

•Complete software installations on workstations and laptops as directed by the service desk

•Complete deployment of images to workstation or laptops as directed by the service desk

•Change and replace printer consumables, paper as required

•Restore workstation/laptop images as directed by the service desk

•Complete Active Directory maintenance tasks as directed by the service desk

•Complete backup restores as directed by the service desk

•Complete routine hardware/software maintenance tasks as directed by the service desk

•Report breakages, vandalism or reoccurring problems to the service desk

•Maintain school asset record systems •Maintain school stock systems

•Complete documentation to standard and at the request of the MST 4.0


Other Tasks:

•Keep working rooms clean, tidy, safe and equipment organised

•All other duties as directed by your line manager * Student support issues should be reported via members of school-based staff. Students are not allowed to email the service desk or individual onsite managed-service staff.


Additional Responsibilities:

•To work flexibly - this may on occasions include evenings, open days, parents' evenings and possibly weekends. This may also involve cover across the wider team in times of need.

•To participate fully in Staff Appraisal according to the Academy requirements.

•To participate in training and other learning activities and performance development, as required.

•To work safely, consider the safety of others and work within the guidelines stated in the Academy Health and Safety Policy.

•To comply with all decisions, policies and standing orders of the Academy; comply with statutory requirements, including Equal Opportunities legislation, the Health and Safety at Work Act and the Data Protection Act.

•To have a commitment to Child Safeguarding, to promoting the welfare of children and young people in accordance with the Academy's agreed procedures.

•To contribute to the overall ethos/work/aims of the Academy and the Trust.

•To appreciate and support the role of other professionals.

•To recognise own strengths and areas of expertise and use these to advise and support others.

•To respond to requests in a timely manner and in line with set deadlines.

•To undertake such other duties as may be required from time to time commensurate with the level of the post.

The particular duties and responsibilities attached to the post may vary from time to time without changing the general character of the duties or level of responsibility.

Location: Feltham

No. of Vacancies: 1

Application Deadline: 26/01/2018

For more information and to apply, follow this link:

Please send any enquiries to This email address is being protected from spambots. You need JavaScript enabled to view it.  or call 020 8607 8171

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