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It details 2nd line service support, proactive request handling, escalation, and customer-focused improvements aligned with service levels and policies. It also covers ICT installation, maintenance, integration, disaster recovery testing, user management, performance reporting using statistics tools, knowledge sharing, operational security, and Trust-wide process development, including safeguarding and safer recruitment requirements.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":16,"@type":70,"position":76},"https://docshare.wps.com/template/resumes/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/senior-it-technician-job-description-person-specification/259037/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/senior-it-technician-job-description-person-specification/259037.png","ImageObject",442,249,{"name":88,"@type":89},"WPS_1786070896","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-21","2026-09-13",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",9,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is the main purpose of the Senior IT Technician role?","Question",{"text":109,"@type":110},"To manage the day-to-day work of the IT Helpdesk, covering daily administration and operation, while working closely with IT Managers to assist and enable them.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"What kinds of tasks fall under main responsibilities?",{"text":114,"@type":110},"The role includes 2nd line service support, ICT installation and troubleshooting, disaster recovery testing, user management advice, work allocation and escalation, and performance reporting.",{"name":116,"@type":107,"acceptedAnswer":117},"What safeguarding and recruitment requirements apply to this post?",{"text":118,"@type":110},"Posts require a safer recruitment process, including enhanced DBS checks and barred list checks (or equivalent) and eligibility to work in the UK, aligned with safeguarding guidance.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},259037,1790448140,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":15,"category_name":16,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":136,"language":137,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":138,"faqs":139,"seo_title":140,"seo_description":61,"update_tm":141,"read_time":73},549768072016,"https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d","Job Description & Person Specification  \nSenior IT Technician  \n| Job Title : Senior IT Technician\u003Cbr>Scale : Scale 5 |  |\n| --- | --- |\n| Reporting Arrangements |  |\n| Reporting to Accountable for | : Trust IT Manager\u003Cbr>: N/A |\n| Job Purpose\u003Cbr>• To manage the day-to-day work of the IT Helpdesk, taking responsibility for the daily administration and operation of the department and work closely with the IT Managers, assisting and enabling them in their role. |  |\n\nMain Responsibilities  \n1. Service Support  \n• Provide proactive 2nd line level support, prioritise daily support tasks, respond and follow‐up support requests using a clear and simple approach.  \n• Communicate via telephone, face to face and in writing with IT Support staff, customers and with 3rd  \n• party external service providers.  \n• Propose changes to improve the Help Desk experience for customers and constructively identify issues with the direction, policies and strategies in the interests of the Trust.  \n• Ensure that IT Support staff complete customer requests within targets defined in any Service Level Agreement.  \n2. Project Work  \n• Installation, maintenance, integration/configuration and/or troubleshooting of ICT system, network equipment and Infrastructure, PCs, applications, AV equipment, projectors, third party software, peripherals.  \n• Assist in the testing of the Disaster Recovery plan, ensuring that all activities are carried out according to the documentation. Review and update the plan as necessary.  \n• User management, give advice on compatibility of hardware, applications and user requirements.  \n• Provide resource in support of any projects as necessary.  \n• Work to achieve agreed objectives, having the freedom to manage without close supervision.  \n• Identify failing systems and suggest solutions.  \n3. Operations  \n• Act as an initial escalation point for IT Technicians and/or customers with complex queries or raising with an IT Manager if required.  \n• Allocate and coordinate work to IT Technicians, reassigning and prioritising to deal with changing patterns of demand, staff availability and business need.  \n• Maintain a broad understanding of ITIL good practice for Help Desk operations. Translate this understanding into activities that supports The Laurus Trust core business.  \n• Use statistics software packages to collate, analyse and report Help Desk performance results to the IT Managers.  \n• Encourage and ensure knowledge sharing within the team and wider Central Services Team.  \n• Provide staff with information regarding incidents, problems and service outages. Explain the circumstances and manage their expectations and concerns. Ensure that appropriate escalation routes are followed when necessary.  \n• Support day-to-day operations and maintenance of Network and Wireless Infrastructure, Print management, mobile devices, Trust backup solution, anti-virus protection and workstation security procedures and its documentations.  \n• Work with the IT Managers on a continuous policy development program. Review and update existing processes; review, adapt and maintain Standard Operating Procedures, Management Process and other controlled documents and skills transfer training material.  \n• Work with the IT Managers to ensure correct implementation of new Trust-wide policies and procedures. Ensure that IT Support staff are aware and receive the correct training with training records updated.  \n• Work with the IT Managers to develop and deliver skills transfer training to IT Technicians and occasionally other Trust customers, as required.  \n• Promote safe and responsible use of the internet , including social media, by students and report any instances of inappropriate usage to an IT Manager.  \nTrust Responsibilities  \n• Adhere to all Trust policies and procedures.  \n• Take responsibility for promoting and safeguarding the welfare of all pupils.  \n• All staff are expected to be committed to the Equal Opportunities Policy, to work positively ","cbCaikaOyD1ljE5s","https://ap.wps.com/l/cbCaikaOyD1ljE5s","pdf",327440,6,"English","# Job Title and Purpose\n## Main Responsibilities\n## Trust Responsibilities\n## Safeguarding\n## Core Behaviours","[{\"question\":\"What is the main purpose of the Senior IT Technician role?\",\"answer\":\"To manage the day-to-day work of the IT Helpdesk, covering daily administration and operation, while working closely with IT Managers to assist and enable them.\"},{\"question\":\"What kinds of tasks fall under main responsibilities?\",\"answer\":\"The role includes 2nd line service support, ICT installation and troubleshooting, disaster recovery testing, user management advice, work allocation and escalation, and performance reporting.\"},{\"question\":\"What safeguarding and recruitment requirements apply to this post?\",\"answer\":\"Posts require a safer recruitment process, including enhanced DBS checks and barred list checks (or equivalent) and eligibility to work in the UK, aligned with safeguarding guidance.\"}]","Senior IT Technician - Job Description & Person Specification | PDF",1789328873]