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The role

IT Services are looking to employ an IT support Technician to join the IT Service Desk.

The successful candidate will join the busy IT Service Desk team working closely with other members of the Team, working closely with other teams within IT Services and providing customer service within the changing University IT environment.

What will you be doing?

Acting as first point of contact on the University’s IT Service Desk, providing first line IT support to staff and students at the University on and offsite.

You will be providing support over the phone and via our call logging system. This will involve investigating, troubleshooting, resolving, and escalating a very wide range of queries and issues. You will be required to remotely install software and diagnose and resolve a wide range of faults on end-user devices.

Recording details of queries and actions taken and writing up information clearly and fully for other teams to base their investigations on.

You should apply if

• You would like to be part of a busy, supportive team providing an important service to staff and students.
• You will have excellent troubleshooting and questioning skills and an ability to investigate unfamiliar queries using available resources, including your IT knowledge.
• You have good customer service skills and are a good communicator, both verbal and written.
• You can cope with busy periods and work well under pressure and changing circumstances.
• You can follow guidance and set processes and procedures.
• Experience in Active Directory, Azure AD and SCCM.
• Experience with using remote support tools.
• Experience of ITIL would be desirable, but not essential.
• You are happy to work a fixed shift where timekeeping is very important.
• The successful candidate will be expected to work fixed hours normally 8.00 am to 4.00 pm or 9.30 am to 5.30 pm. We may also require people to be flexible when required.

Additional information

For any informal enquiries please contact Fiona Jamieson [email protected] or Andy Lester [email protected]

Available documents

• Further Particulars (IT Support).pdf
• SUPP109728 IT Support Technician Job Description.pdf