ICT Support Technician

The College has introduced hybrid working which enables employees to work from both their home and in the College. The post is primarily based in the College building; however, employees have the option to work up to 50% of their working time at home, with the days being subject to the needs of the business.

The Royal College of Physicians and Surgeons of Glasgow is a worldwide community of inspiring health professionals working together to advance the profession and improve patient care.

Together we’re a force for good, determined to make a positive difference, and passionate about speaking up for the profession.

Our community is made up of the expertise and experience of our 15,000+ outstanding, hardworking members, supported by over 100 College staff. Together, our clinicians, all of whom give their time freely to the work of the College, and staff are committed to providing an innovative, relevant and inspiring programme of activity across the College, with the ultimate aim of enhancing patient safety.

With care and compassion at our core, our work is guided by our values of inclusivity, integrity, community, innovation, and inspiring, and we are committed to living these values and behaviours through the way we work and interact with each other.

The Role

To provide support across all the ICT equipment, systems, and associated services. The role also includes elements of Audio Visual (AV) support.

The post holder will primarily be responsible for operating the service desk processes, analysing incidents and requests, prioritising responses and taking them through to resolution either by direct action, escalation to colleagues in ICT and other departments and/or facilitating assistance from 3rd party service providers.

About You

· At least two full years’ experience providing 1st & 2nd line support in a corporate environment

· Keen and proactive problem solver with strong analytical skills.

· Able to take end to end ownership of tasks including prioritisation, delivery and resolution of incoming tickets.

· Excellent team player who is committed, enthusiastic, able to work on their own initiative, and keen to learn and develop.

· Good communication and interpersonal skills, having a polite and patient approach in the face of competing demands.

· Excellent organisational and record keeping skills

· Motivated to challenge existing practices in support of continuous improvement

ICT Support requirements:

• Experience working with IT service management and helpdesk systems

· Good knowledge and understanding of Microsoft Desktop Operating Systems

· Some knowledge of Microsoft Windows Server Operating Systems

· Knowledge of Microsoft Active Directory (on-premise and the Azure / Entra environment)

· Experience in supporting Laptops, PCs and peripheral hardware.

Desirable (ICT):

· Experience with Apple MacOS & IOS in a Microsoft Windows corporate environment

Desirable (AV):

· Familiarity with AV equipment deployments, e.g. projectors, PA Systems, sound mixing decks, video and voice conferencing etc.

· Experience with Webinar solutions, for example Adobe Connect, Gotowebinar, Webex etc

· Experience with Microsoft Teams as a lecture / webinar platform

Job Context and Special Features

Due to the nature of the duties and responsibilities associated with this role, the post holder will be expected to work five days out of seven every week, with variable shifts covering early mornings, evenings and weekends. A flexible approach to the role is required.

The full job description can be found on our website.

As well as a competitive salary we offer the following benefits:

· 40 days holiday

· Pension Scheme – The College offers a contributory pension scheme with employee contributions ranging from 6% to 10%, based on the…