ITSM Support Technician

4 weeks ago

Cambridge, Cambridgeshire, United Kingdom University of Cambridge Full time

The University and UIS

University Information Services (UIS) provides the digital infrastructure, business information and computing services at the heart of one of the world's top universities. The University of Cambridge has a bold ambition to use digitalisation to transform education and research, and UIS' team of developers, designers, testers, analysts and support staff is leading this exciting work.

The role

An exciting opportunity has become available for an ITSM Support Technician to join our team. The ITSM Support Technician will support the UIS ITSM tool (Current Ivanti HEAT). The UIS ITSM system supports 300 analyst users across UIS (The University of Cambridge's central IT team) and also groups outside UIS.

We are currently at the start of a project reviewing our ITSM tool with the aim of migration to a different tool. Working in collaboration with analysts, with ample training and learning opportunities, the ITSM Support Technician will be instrumental in selecting, implementing and migrating users over to the new tool.

As a ITSM Support Technician you will:

  • Provide support to the analysts who use our ITSM tool.
  • Support the ITSM System Manager, working closely with our Service Desk manager, in developing our ITSM tool.
  • Promote the use of the ITIL framework in collaboration with our ITSM tool.

This position is a permanent, full-time role, usually based on the University's West Cambridge Site.

What you will need:

  • Experience of working with an ITSM tool.
  • Proven ability to provide user support.
  • Experience of the ITIL framework and its practical implementation.
  • Recent service delivery experience
  • Strong communication and organisational skills
  • Ability to identify issues and deliver a technical solution

The benefits

You can expect to receive:

  • A competitive salary with automatic service-related progression and annual cost-of-living increases
  • A generous annual leave allowance of 36 days per year (including bank holidays)
  • Access to a hybrid pension scheme with attractive employer contributions
  • Access to a range of shopping and travel discounts through the Cambens scheme.

Applications are welcome from internal candidates who would like to apply for the role on the basis of a secondment from their current role in the University.

We particularly welcome applications from women and/or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department/institution/Faculty/School/University.

To apply online for this vacancy and to view further information about the role, please visit:

If you would like more information about this role, informal enquiries can be directed by email to Emma Lilley, ITSM System Manager at

Please quote reference VC41522 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

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