Wellington College China

KEY RESPONSIBILITIES

• Act as the first point of contact for staff in requesting IT support. Provide warm and welcoming personal service to all team members and manage requests efficiently and effectively; e.g. by implementation of a ticketing system.
• Provide IT support including general training, maintaining hardware and management of software.
• Provide training and support for staff as part of a structured programme and on a needs basis to ensure users can effectively utilise IT services.
• Provide ongoing support and guidance to developing IT services for the school, including liaising with the IT Manager。

General Responsibilities

• To take responsibility for the day-to-day running of helpdesk and associated processes including proactively:
  1. coordinate all help desk tickets of the school
  2. management of school devices
  3. support the Academic and non-academic teams with their administrative tasks and communications
  4. provide exemplary service to all students, staff and parents
  5. Diagnose problems with various terminals, including, but not limited to, systems and networks
• manage the dedicated helpdesk, providing an innovative, welcoming environment for all
• manage the procurement, tagging and deployment of all ICT assets

IT Project Management for the setting

1. Liaise with the IT Manager, headmaster, and the wider team in an [MS1] effective and efficient manner, keeping the team abreast of on-going issues, work priorities and progress
2. Provide the Academic and Non-Academic Teams with general administration and support
3. Manage hardware procurement and deployment, liaising with vendors and key stakeholders
4. Provide initial point of contact for school staff, students, parents and vendors

Organisation of IT services

• Coordinate daily processes and procedures to address ICT requests from staff, students and their parents
• Develop and monitor mechanisms for prioritising and managing ICT requests proactively and in a timely, well-communicated manner
• Coordinate the ticketing system including the allocation of tickets to staff, ensuring on high-level communication and ticket prioritisation
• Ensure the ready availability of help desk resources (e.g. spare parts, replacement computers, other consumables)
• Coordinate vendor service, insurance, warranty items and associated documentation and approval processes
• Pro-actively coordinate the schools asset management system, including accuracy in the provisioning of all ICT equipment
• Liaise with the schools vendors in the supply and maintenance of hardware, software, and support

Service level agreement

• Foster a culture of proactivity, responsiveness and service orientation
• Provide information, advice and assistance to key ICT stakeholders
• Maintain high level communication across all ICT functions within the school ensuring the stakeholders are kept abreast of developments in the ICT department and their impact on staff, pupils and parents Manage the responsiveness of the team, prioritising and processing of walk-in, phone and ticket requests in a timely and efficient manner
• Document and maintain visibility of vendors meeting their SLA agreements
• Provide monthly reports as required e.g.: breakages, warranty claims, etc.
• Monitoring and escalation of network and systems

Health and Safety practices

• Practice safe operating procedures when handling equipment
• Current and continuing commitment to Equal Opportunity and Occupational Safety and Health/Workplace Health & Safety in all aspects of employment and service delivery
• Other duties as assigned by the School Headmaster
• Actively participate in any related training held by the setting.

JOB QUALIFICATIONS

Basic Qualification

• Bachelor’s degree
• IT or related subject
• Good English communication

Experience

• 5-8 years customer service experience, ideally in a context that includes international staff

EXPERTISE

• Experience of working in an early years’ / educational setting preferred
• A minimum of three years post qualification experience
• Fluency in English and Chinese
• Outstanding ability to interact in a positive and friendly way with all staff through effective Customer service orientation and excellent interpersonal skills
• The ability to prioritise workload and meet deadlines
• Excellent communication skills with a diverse range of people and interpersonal skills
• Ability to multi-task and prioritise
• Ability to work to tight timelines
• Able to work long hours and occasional weekends for events

PREFERRED APTITUDES

• Demonstrating practice that represents the five core values of Wellington at all times (courage, integrity, kindness, respect and responsibility)
• Excellent communication and interpersonal skills, proven ability to communicate effectively with different types of people and in cross-culture environment
• Strong passion for the education industry
• Strong track record of solving complex problems, strategic thinking and delivering significant impact.
• Proven ability to work with metrics, numbers and trends, and develop recommendations for action based on the analysis.
• Personal integrity, accountability and credibility
• Strong mindset for continuous improvement to meet or exceed expectations.
• Has experience in building and maintaining infrastructure with (Cisco, Fortinet, Huawei, H3C) technologies.