Job Description

IT Support comprises two support teams, managed by their own team leaders under the guidance of the Service Desk Manager. One team focussing primarily on teaching and AV support (the CSO team), the other on faculty or office-based staff. All IT support staff are part of the helpdesk rota. Alongside your general support, it is expected that your role will take the lead in many technical challenges.

Your role will be a good mix of support and small projects; you will be covering a wide range of activities and meeting a wide range of clients. It is essential that the helpdesk service is kept flexible and personal to successfully cover all aspects.
Your office hours will normally be eight hours between 8:30am-5:30pm depending on your shift, with an hour for lunch. You will also be part of the rota system having a regular weekly shift on the helpdesk.
This is an exciting opportunity for someone committed to delivering a high standard of user support in a flexible and positive manner.

Principle Duties
1. Maintain, support and develop the IT services that support the research and teaching of the client.
2. Develop the workshop practices so that the helpdesk can successfully maintain and deploy hardware on the premises.
3. Contribute to IT projects that may involve supervising temporary staff and may provide the opportunity for you to lead on certain projects.
4. Installation and deployment of laptops, PCs and other devices
5. Maintain up-to-date installations on all School PCs and laptops
6. Use the service support tool to document customer interactions and any work undertaken.
7. Support all users with their Audio Conferencing, Video Conferencing and Collaboration tools requirements
8. Assist other members of the IT services team in providing general user support according to agreed helpdesk service agreements
9. Assist in maintaining helpdesk records and documentation, making regular contributions to the knowledgebase, particularly in relation to client IT services and user instructions.
10. Train new or existing team members in your area(s) of expertise as required.
11. Support teaching in the Lecture Theatres, Computer rooms and Teaching Rooms across the premises.
12. Liaise effectively with other departments around the premises to arrange and deliver IT requirements for meetings, seminars and events.
13. Help other members of IT services as required in the support of networking, including network infrastructure, server installation, user registration and electronic mail
14. Provide support and maintenance to all designated systems as directed by the Service Desk Manager
15. Undertake any other duties as reasonably delegated by your line manager
16. Manage your own continuous professional development, internal collaborations and external networks, in order to contribute to service quality, research excellence and innovation
17. Demonstrate the clients values through your behavior at work, including your duties and responsibilities in respect of equality and diversity, health and safety, data protection, and any other legislative requirement.

Person Specification
Education, Qualifications and Training
• Higher education to degree level, or equivalent, or substantial relevant experience
• Evidence of continuing professional development including regular attendance on internal and external study programmes
• Hold ITIL qualification

Experience
• Experience of working in an IT customer service desk environment preferably in an educational environment.
• Practical experience of providing hardware support for networked PCs and laptops.
• Experience in supporting a broad range of Windows applications, including MS Office and e-mail.
• Teaching small groups or training others
• Working as part of a matrix support team
• Supporting IT requirements for events and seminars.
• Supporting and operating Audio Visual equipment.

Knowledge
• A good understanding of network infrastructure and protocols. Including supporting wireless networks on a wide variety of devices including tablets and mobile phones.
• Supporting Windows desktop operating systems.
• Novell NetWare network, AD or IDM
• Experience of logging calls onto a helpdesk system, working to SLA’s, with helpdesk procedures and guidelines.
• Multimedia applications and management.
• Video and Audio Conferencing technology and practices.

Personal Qualities
• Well-developed communication skills: verbal, written and in presentations. The ability to sell ideas or benefits and build persuasive arguments based on data, logic and the objective merits of solutions.
• A focus on results – consistent delivery of services
• The ability to think logically and to track faults methodically and resolve them.
• The ability to think conceptually, demonstrating creativity and innovation
• A strong customer focus – demonstrating a thorough understanding of customer needs
• The ability to look continuously for opportunities for improvement
• An ability to identify requirements and successfully apply these to IT service delivery
• The ability to operate in an environment of change
• The ability to build and sustain effective professional working relationships within IT and wider business environment
• Commitment to clients policy of equal opportunities and the ability to work harmoniously with colleagues of all cultures and background