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ICT Support Specialist
2 months ago
We are seeking a highly skilled and motivated ICT Service Desk Support Engineer to join our team at the University of Bristol.
About the Role:
The successful candidate will provide high-quality technical support to staff and students, ensuring that they have access to the IT services they need to work and study effectively.
Key Responsibilities:
- Provide first and second-line technical support for hardware and software issues, including troubleshooting and resolving complex problems.
- Work closely with the Senior End-User Support Engineers to share knowledge, contribute to the creation and maintenance of a comprehensive knowledge base, and document solutions for common issues.
- Log, track, and manage incidents and service requests using the IT Service Management (ITSM) tool, ensuring accurate and timely documentation.
- Collaborate with other IT support teams to escalate and resolve issues that require specialized expertise, ensuring timely resolution and minimal disruption to end-users.
- Monitor and analyze support metrics and trends to identify recurring issues and opportunities for process improvements, driving continuous service improvement.
- Collect and analyze data on complex support issues, producing reports on service provision and identifying any shortfalls compared to Service Level Agreements, making recommendations or providing insights to line management.
- Implement solutions to recurring incidents by collaborating with IT colleagues and the Problem Management function to follow best practices.
- Support and assist with the operation of both the IT Counter and proactive 'floorwalking' service, providing cover when required.
- Identify opportunities for continuing personal development, proactively remaining up to date with the latest advancements in digital technology and industry best practices.
Requirements:
- A level 4 qualification in IT/computing (CertHE, Level 4 NVQ, HNC or HND) or broad substantial relevant experience demonstrating in an end-user support position covering both end-user hardware and software.
- Proven experience in supporting end-user services, such as desktop hardware and software, including Windows, iOS, Linux, and MacOS.
- Knowledge and understanding of the technical aspects of end-user support, including troubleshooting hardware and software issues.
- Excellent analytical, problem-solving, and strategic-thinking abilities applied in a support role.
- Proficiency in using IT service management (ITSM) tools and knowledge base software.
About the University of Bristol:
The University of Bristol is committed to creating an inclusive and diverse working environment that values and respects all employees. We are an equal opportunities employer and welcome applications from candidates from diverse backgrounds.
Contract Type/Work Pattern:
Open-ended / Full-time
