Client Operaitons Engineers
Requirement 4 x grade 5 IT Client Operations Staff
Contract Length 6 Months
IR35 Status Inside IR35
Overview of role
We are looking for four new technical Client Operations Engineers to work on
Campus at Leeds University for six months (there may be a requirement for them
to visit other sites in Leeds associated with the University). To work through
technical Service Requests and Incident tickets, help build and set up new
workstations, support customers with issues, and help with the return of up to
50,000 students and staff returning to campus. The engineer will demonstrate
excellent communication skills with solid technical skills and an analytical and
systematic approach to problem-solving. They will also have an excellent ability
to prioritise and determine when issues need to be escalated to a higher level.
Customer service is paramount, and the right attitude is essential in this role.
Good communication skills are crucial, as well as the ability to work well in a
team. The ideal candidate will have at least three years of experience working in
a similar role.
Setup/configure Laptops / Desktops / Tablets (Windows, Mac, Linux)• Provide support to resolve complex faults with specific technologies and
multi-technology solutions, including internally built technologies
•
Ensuring that incident and request information, and interactions with
customers, are recorded accurately, and with a high level of attention to
detail;
•
Work on technical assigned calls and take them through to resolution,
keeping the ticket and the customer up to date.
•
Experience supporting and administering Windows operating systems
Active Directory, SCCM etc.)
•
Excellent Excel , Microsoft , Outlook, Word, 365 and Office skills• Technical Audit work• Troubleshoot complex hardware issues• Troubleshoot complex software issues• Produce & Peer review KB articles•
Provide general Lab/research Support using undefined processes• Advise users on Data Management/appropriate storage of data.• Setup, Deploy and document Research Lab/instrument PC• Manage access permissions• Work with Project Manager to manage technical components of project
delivery
•
Manage high volumes of technical tickets• Effectively fulfilling requests in line with agreed processes, standards and
deadlines,
•
Proactively developing and maintaining knowledge base articles and
artefacts to support the sharing knowledge and skills in the team,
contributing to continual service improvement activities;
•
Ensuring that incident and request information, and interactions with •
Job Description
customers, are recorded accurately, and with a high level of attention to
detail;
Co-ordinate and plan the delivery of allocated IT support for ad hoc
projects e.g. office and teaching space moves and upgrades, key
University events
•
Advise customers in relation to purchase of new IT equipment,
understanding their needs and making recommendations as well as
advising on purchasing processes for IT equipment, installation, and set-
up of new equipment.
•
These duties provide a framework for the role and should not be
regarded as a definitive list. Other reasonable duties may be required
consistent with the grade of the post.
•
Skills
Microsoft Product Certified • Extensive knowledge of Service Desk environment• Windows desktop operating systems• Linux operating systems*• Apple Mac operating systems*• The ability to work on laptops, desktops, mobiles, and tablets.• Understanding of ITIL•
Not essential, but preferable. *
Key attributes
Excellent customer service and communication skills, written and verbal• Disciplined and self-organised• Microsoft Product Certified • Extensive knowledge of Service Desk environment• The ability to work on own and as part of team• Excellent Excel , Microsoft , Outlook, Word, 365 and Office skills.• Can do attitude.•