ICT Support Assistant

• Provide first-line support to system users in relation to designated CAL ICT systems and equipment in accordance with agreed priorities and service level agreements, 
• Provide support and guidance through the ICT Service Desk system (including by telephone or video call), finding a resolution to requests raised, escalating tickets as appropriate, 
• General hardware maintenance of ICT equipment, including desktops, laptops (and peripherals), VoIP telephones and mobile telephone devices, as determined by the needs of the ICT team. 

• Maintain records within the ICT Service Desk system, ensuring accurate logs of tickets, responses, problems and the resolutions. 
• Support the development of the ICT Service Desk through maintaining Service Desk records and identifying development needs including suggested template tickets, responses and opportunities for workflow automation. 
• Maintain user accounts within the designated systems, ensuring the security and integrity of accounts and data is maintained with the highest priority and inline with agreed processes. 

 Reporting 

• Assist the ICT Team with the production of routine reports, using data from corporate systems. 
• Support users through the ICT Service Desk in the production of ad hoc reports, 
• Support the work of CAL through investigation of the root cause of any data anomalies in reporting and advising on corrective action. 

 ICT Administration 

• Produce and maintain letter templates on the CAL Case Recording system, 
• Produce and maintain appointment calendar templates on the CAL Case Recording system, 
• Maintain the masterplan of routine room usage, for the weekly appointment schedule, 
• Support the development and maintenance of ICT User and Process guides, 
• Support the maintenance and development of file storage within the CAL Intranet SharePoint site, ensuring appropriate usage and document tags are applied, 

 Other duties and responsibilities 

•  Carry out any other tasks as requested by the ICT Manager to ensure the effective delivery of ICT Support, and the overall service of CAL. 
• Provide occasional support to the Administration Team as determined by the ICT Manager, such as switchboard cover during team meetings. 

• Abide by all CAL policies and procedures. 
• Work flexibly to ensure smooth running of services, including occasional unplanned extended hours to respond to urgent situations.