Senior Technical Support Officer

3 weeks ago

Glasgow, Glasgow City, United Kingdom Glasgow Caledonian University Full time

Position Overview

Glasgow Caledonian University, a premier institution in Scotland, is dedicated to providing exceptional educational experiences and fostering community engagement. Our IT department plays a pivotal role in supporting the university's mission by delivering comprehensive technology services across all campuses.

Role Summary

We are looking for a Senior IT Assistant to serve as the primary contact for staff and students facing IT-related challenges or seeking technological assistance. This role is essential in ensuring the smooth operation of IT services, addressing inquiries through various communication channels including face-to-face interactions, phone calls, emails, and online platforms.

Key Responsibilities

  • Provide timely and effective resolutions to IT issues while escalating complex problems to specialized support teams.
  • Maintain a high standard of customer service, clearly communicating technical information in accessible terms.
  • Utilize initiative to investigate and resolve problems efficiently.

Qualifications

The ideal candidate will possess:

  • Experience in an ICT Service Desk or similar IT Operations role within a dynamic service environment.
  • Strong knowledge of cybersecurity technologies, processes, and controls.
  • Excellent customer service skills with the ability to articulate information clearly to diverse users.
  • Educational qualifications at A-Level/Highers standard or equivalent relevant experience.
  • Preferred IT certifications (e.g., ITIL certification) and proficiency in documenting processes and procedures.

Commitment to Diversity

As a university committed to the common good, we embrace equality, diversity, and inclusion in all aspects of our operations. We encourage applications from all qualified individuals who meet the criteria outlined.

Benefits

Our university offers a variety of benefits, including opportunities for professional growth, family-friendly policies, a cycle-to-work scheme, and on-site childcare facilities.

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