The primary focus is to provide IT support for new and returning students and applicants.
Providing first-tier support for all IT-related queries and support requests submitted by the university community via telephone and self-service
Assisting all members of the university community in the event of major service disruption and in accordance with the DTS Incident Management procedures
Liaising with IT Service Desk second tier and senior Service Desk staff regarding issues that cannot be resolved at the first point of contact
Recording all IT Service Desk calls using the appropriate service management software
Any other duties appropriate to the grade and role of the person appointed
Skills and Experience required:
Experience of working in a customer service environment.
Experience of working within a team environment.
Excellent telephone manner.
Excellent verbal and written communications skills (including an ability to communicate with people at all levels within an organisation).
An ability to gain new technical skills quickly in a rapidly changing discipline.
Committed team member.
Flexible approach to duties.
Positive approach to customer care.
Ability to work under pressure.
Good organisational skills.
Broad interest in IT technologies
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