Description:
The role will be on-site working directly with students, staff, and other users of our buildings. You will be responsible for day-to-day IT support, providing excellent customer service and effective management of incidents and service requests which have been assigned to the team. You will be working on a busy helpdesk in one of our support locations or on our Service Desk interacting with customers over the phone and assisting in support of the technology which enables teaching, including AV equipment, infrastructure, and end-user devices.
IT Graduate Technicians will be required to:
- Provide a high-quality customer service experience across a range of service points, including the central Service Desk and physical helpdesks across the University, either face to face, by telephone, email, or any other designated support channel.
- Capture and accurately record incidents and service requests as they are raised by customers, using clear language and customer empathy.
- Deliver standard first-line fixes for issues around account management, standard software installation, and initial diagnostics, as well as any other documented fixes made available by the IT Team Leader.
- Where applicable, follow up with customers and manage calls within the ITSM system to ensure that incidents and service requests do not breach service level agreements.
- Provide proactive maintenance support for equipment across the home site, including support for the laptop loan service and Audio Visual equipment in teaching rooms.
- Liaise with the Desktop Service team to ensure that IT asset changes are recorded accurately.
- Liaise with, and work in collaboration with, colleagues across IT to deliver a high-quality customer service experience to students and staff with incidents or requests.
- Engage with the IT Academy including attendance and contributing at regular meetings, and the mentoring support provided