FULL JOB DESCRIPTION & PERSON SPECIFICATION

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We look forward to hearing from you!

THIS WORKING PATTERN FOR THIS ROLE WILL BE 8:30 – 17:00, MONDAY TO FRIDAY.

The Digital Service Centre Technician role operates as part of a team, providing first and second-line support- both physical and virtual- to all Digital Services users. Often the first point of contact for user queries, this dynamic and fast-paced role entails managing the resolution and escalation of these queries, delivering hands-on IT fixes, and supporting our teaching and learning activities around campus. Additionally, you will assist with IT moves, hardware replacements, and answering support calls.
You will manage incident support requests and queries raised via a ticket management system, offering solutions and workarounds, and supporting users with both hardware and software applications, prioritising and managing multiple open tickets simultaneously in line with SLA thresholds ensuring exceptional service support is provide to all service users. In this role you will grow into an expert in specific areas of the campus, enabling you to analyse and implement proactive service improvements that reduce overall ticket numbers and enhance the service provided to our users.
You will contribute to the development of the team’s policies, processes and procedures, evaluating and suggesting improvements as required, whilst collaborating with various business and technical teams to enhance service and keep up to date with advancements in technology.
Occasionally, you will be required to work flexibly outside your typically scheduled business hours.