JOB DESCRIPTION

Job Title: Temporary Service Desk Technician
Faculty/Directorate: Digital and Technical Services

KNOWLEDGE & EXPERIENCE

Knowledge of IT Service desk functions.
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Experience of delivering services in a demanding customer facing role
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Understanding of the ITIL Incident Management Process
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Previous experience of using an ITSM ticketing system
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Experience of working within a Higher Education establishment.
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Good knowledge of user account management and understanding of Active Directory objects
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SKILLS

Excellent customer service skills
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Excellent interpersonal, verbal and written communication skills.
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Proven troubleshooting /problem solving skills
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Practical ability to diagnose technical software and hardware faults that are affecting service.
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Ability to break down complex, technical matters to non-SME’s (subject matter experts)
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SPECIAL REQUIREMENTS

Working in a rotating shift covering the Service Desk working hours including out of hours and/or weekend support
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Travel to remote sites as required.
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JOB PURPOSE:

To deliver first-line customer centric, analytical and technical support for all services provided by the Digital and Technical Services Directorate (DTS) related to university systems, hardware and software, infrastructure, and network components. To provide support to students, staff and other key stakeholders and customers, through a telephone, email, self-service portal, and appointment-based service for incidents and requests including, but not limited to: user management, security protocols, password administration, telephony, email and account creation, anti-virus monitoring, staff and student induction and training, liaising with third party providers, to ensure a consistent, high quality, incident management and request fulfilment process.

MAIN DUTIES & RESPONSIBILITIES OF THE ROLE:

• To provide a proactive, customer-focused, and first line, first time fix support service to students, staff and other key stakeholders for all services offered by the DTS Directorate, guaranteeing the continuous operation of university computer network & systems whilst ensuring compliance with departmental policies and procedures to meet the needs of these key stakeholders.
• Act as the first escalation point for customers and internal support teams, taking ownership of the diagnosis and resolution of specific, routine and/or complex incidents, requests, problems and operational activities, working autonomously, independently and collaboratively, as required.
• Respond to incoming calls, emails, and web requests from users who need IT assistance, logging all incidents and service requests in the IT service management system, in line with the ITIL incident management process, and ensuring that they are resolved or escalated within the agreed service level agreements.
• Identify, troubleshoot, and resolve complex hardware, software, and network issues, using remote desktop software, knowledge base articles, and other resources as appropriate, and providing clear and comprehensive feedback to the users.
• Identify, resolve and/or escalate underlying issues in adherence to the Problem Management process including the keeping of accurate records and disseminating information as required.
• Escalate critical or unresolved issues to the relevant second-line support teams or third-party vendors, ensuring effective communication and follow-up until closure, including invoking third-party support as per established processes and provide assistance to third-party contractors working for the university, and liaising with the users and stakeholders to manage their expectations and satisfaction.
• Provide technical advice, support and training to students and staff regarding the use of standard software and hardware products and systems and procedures, including the creation of user manuals, FAQs, and technical support documentation for end-users and DTS colleagues to effectively capture and share knowledge.
• Monitor and report on the performance and availability of IT systems and services, using various tools and dashboards and also undertake established monitoring activities as defined by the ITIL Event Management Process including the research and collation of information for reporting and/or escalation.
• Install, configure, and update IT equipment and software, such as PCs, laptops, printers, scanners, mobile devices, operating systems, and applications, following the University’s standards and best practices, and ensuring that they are secure and compliant with the University’s policies and procedures on information security and data protection.
• Promote the smooth transition of knowledge within the Service Desk Team by collaborating with other DTS teams and project teams, as directed by the Service Delivery Manager, including training elements for new/less experienced team members.
• Draft communications, including responses to complaints and customer feedback, downtime notices, publicity and/or informational materials, subject to approval by the Service Delivery Manager or other senior colleagues.
• Create induction session plans for students and staff and co-ordinate with teams outside of the directorate to ensure new intakes of students have the required information and tools available to them.
• Participate in DTS projects and initiatives, such as testing, deployment, documentation, etc., and provide technical input and feedback on the design, development, and improvement of the IT systems and services, and the IT service desk processes, tools, and customer service standards.
• Maintain a high level of professionalism, customer service, and technical knowledge, keeping up to date with the latest IT trends and developments, and undertaking relevant training and development opportunities.
• Ensure that all information is managed securely in accordance with university and/or DTS policies, standards and relevant information-related legislation.
• Comply with relevant legislative and other requirements (e.g., the Data Protection Act 2018 and GDPR; Health and Safety; UKVI; and Equality and Diversity) in all working practices.
• Such other duties temporarily or on a continuing basis, as may reasonably be required.

BBF (TOP 3 KEY BEHAVIOURAL CATEGORIES MOST APPLICABLE TO THE ROLE)

Delivering Excellent Service - Making every contact count by providing the best quality service to all our customers (Internal Customers, Students and all our Stakeholders). Building genuine and open long-term relationships in order to improve customer services.
Working Together - Working collaboratively and across boundaries with others in order to achieve objectives. Recognising a valuing the different contributions people bring to this process.
Achieving Results - Consistently meeting agreed objectives and success criteria. Taking personal responsibility for getting things done.