This role will be based within the IT Deskside Support Team, you will be highly customer-focused and possess an enthusiasm for working within a University IT environment.
You will have excellent diagnostic skills with a solutions focused mind set working through problems until resolution. You will provide assistance to customers at their place of work (on the University Campus) and take ownership of jobs via our service delivery management system. You will work on-site with clients to complete installations of hardware, peripherals and software, so excellent customer service skills are required.
As the role will involve working closely with a diverse range of stakeholders e.g. IT Services colleagues and Faculty and School representatives, it is essential that you have a professional manner and proven interpersonal skills.
You will be adept at working within a team as well as being able to prioritise on an individual basis to satisfy our customer requirements alongside relevant SLA’s and The University IT standards.
A broad set of technical skills will assist you in this role due to the varied nature of the University business eg. teaching, research and administration etc. The departments supported within this section are mostly ‘managed’ (SCCM) with Windows 10, but there is a proportion of ‘unmanaged’ estate too with a variety of Windows (XP->10), Mac OS X and Linux (Ubuntu and Scientific Linux).
The role will cover a range of activities including; Installation or removal of hardware and/or software, and associated connections, using supplied installation instructions and tools. Conduct tests and correct malfunctions, calling on help from more experienced colleagues if required. Document results in accordance with agreed procedures. Assist with the evaluation of change requests. Contribute, as required, to investigations of problems and faults concerning the installation of hardware and/or software and confirms the correct working of installations.