1. Job Details

Job title: / IT Technical Support Apprentice
School/Support Department: / College of Medicine and Veterinary Medicine (CMVM), Easter Bush Campus
Unit: / The Royal (Dick) School of Veterinary Studies (R(D)SVS) and Roslin Institute
Line manager: / Easter Bush IS Team Lead

2. Job Purpose

To help deliver IT support for the use of a wide range of IS and IT services used by the staff, students and visitors of the University of Edinburgh (UoE) based on or associated with the Easter Bush Campus.

3. Main Responsibilities

% of time

1.Staffing the 2nd line helpline;under supervision and with direction, passing 2nd line calls to local IS andother appropriate IS teams to satisfy effective call escalation. Answer phone calls on the emergency Audio Visual and Teachingline, progressing prognosis with guidance from mentors in order to promptly resolve priority stop-work situations.

2.With mentoring, detect and resolve routine technical problems and install software on client PC’s in order to maintain operational support standards.

  1. With supervision, conduct preventative maintenance and associated logging of issues with IT and Audio Visual equipment to help maintain required levels of service availability.

4.Under instruction, install and configure University owned computers and IT peripheralsin order to maintain a working estate of IT equipment.

5.Completion of two training modules delivered by QA Ltd as part of working towards Microsoft Certified Professional Status.

6.Learn how to use the IT tools and techniques required to fulfil the main duties and responsibilities of IT professionals in the workplace.

  1. Responsible for backup media rotation and monitoring and reporting of IT room environment to fulfil routine IT maintenance requirements.
  1. Assist in the delivery of inductions for staff, students and visitors, and with the upkeep of associated induction material to help the local IS team achieveeffective participation in Campus wide induction programmes.
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30

25
15
10
5
5
5
5

4. Planning and Organising

  • Follow weekly work schedule as set out by line manager and work placement assessor.
  • With coaching and with relevant guidance,plan and prioritise daily personal workload.

5. Problem Solving

  • Utilise experience, on-line material and forums, internal procedural documentation and IS wiki’s to build and improve knowledge and understanding of IT problem solving.
  • Apply an analytical approach tounderstanding computing and audio visual problems, referring to local IS team mentor/s for further diagnosis and resolution of problem.
  • Where problems are unfamiliar, required to seek guidance from local IS team members.

6. Decision Making

  • With guidance, decide which IS colleague or team to route or pass2nd line helpline calls.
  • Work to resolve routine IT/IS problems, within problem solving guidelines.

7. Key Contacts/Relationships

  • Mentors and buddies where shadowing is required.
  • Local IS team to call on the knowledge and skills of more experienced colleagues.
  • Interact effectively with individual staff, students and visitors at all levels.
  • QA Ltd appointed work placement assessor for regular assessment of learning modules.

8. Knowledge, Skills and Experience Needed for the Job

  • 5 standard grades (level 1 - 3) including Maths and English.
  • Familiarity with computer equipment and basics concepts.
  • Reliable and able to adapt and cope with new situations or change.
  • Willingness to learn and open to new challenges.
  • Interpersonal and communications skills to deal with students, staff and visitors.

9. Dimensions

  • The Campus is comprised of three large primary buildings, fifteen smaller buildings and two farms located three miles North East of the Campus.
  • The Campus has approx. 700 staff, 900 undergraduate and 150 postgraduate students.
  • The local IS team has eight full time staff, with seven reporting to the Campus IS Team Lead. The team provide 2nd line IT operational support and 3rd line service support of specialist and customised IT services for teaching, clinical and research activity.
  • All requests for IT help across the UoE IS sections are logged using an electronic helpline tool. The tool is used to receive, pass and process calls. Calls to the local IS team are to be distributed equitably and in accordance with team roles and specialisms.
  • Normalhours (35) are 09:00am to 17:00pm, Monday to Friday. There is a need to start and finish early two days per week, to complete preventative audio visual checks.
  • It is recognised that guidance, direction, support and training will be required and provided, in order to accomplish your duties.
  • The local team works closely with IS colleagues across the UoE,mainlywithin CMVM and IS, to ensure compliance with policy and to participate in widerIS/IT initiatives.

10. Job Context and any other relevant information

  • The CMVM is one of four Schools within the UoE.
  • The Easter Bush Campus is one of four main campuses within the CMVM and based on the South side of Edinburgh on the Bush Estate.
  • The User Services Division (USD) is one of four divisions within the UoE Information Services Group (ISG).
  • The local IS team is part of the Operational Services Section within USD and is the principal interface between end users and USD/ISG.

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