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Technology Applications Support Specialist
2 months ago
Position Title:
Technology Applications Support Specialist
Compensation:
£23,920 - £27,040 based on experience
Employment Type:
Permanent - Full Time
At BIMM University, we are a dynamic institution committed to fostering innovation and enabling students to achieve their aspirations.
With multiple campuses across the UK, Ireland, and Germany, we provide a wide array of programs in contemporary music, performing arts, filmmaking, and digital technology.
Our dedication to excellence in creative arts education distinguishes us, equipping students with the essential knowledge, skills, and opportunities to thrive in their selected careers.
As a Technology Applications Support Specialist, you will be integral to the effective functioning of our technology applications.
This crucial role encompasses 1st and 2nd line business-as-usual (BAU) support, ensuring our Student Information Systems operate seamlessly and efficiently.You will be central to delivering outstanding support, troubleshooting, and training to our students and staff, enabling them to utilize our technology services confidently.
Helpdesk Oversight:
Take ownership of the health and management of the technology applications helpdesk at both 1st and 2nd line levels, ensuring all BAU issues are documented and tracked effectively.
Remote Assistance:
Provide exceptional 1st and 2nd line remote assistance to both students and staff, resolving issues swiftly and efficiently.
Team Collaboration:
Collaborate closely with the Technology Applications Supervisor and Head of Technology Applications to manage helpdesk tickets, escalating issues as necessary to meet agreed service level agreements (SLAs).
Training and Education:
Support the delivery of training sessions, enhancing awareness and understanding of relevant processes, procedures, and policies.
System Health Monitoring:
Conduct initial reviews of the technology applications health monitoring system, ensuring all systems are functioning optimally.
Vendor Engagement:
Work in partnership with third-party vendors when required to resolve issues and improve our technology services.
Proven experience in providing 1st and 2nd line support for technology applications, with a solid understanding of Student Information Systems is essential.
A balanced combination of technical expertise and customer service skills, with a calm, patient, and approachable demeanor.Ability to listen to users' needs and communicate solutions effectively, both verbally and in writing.
Experience in conducting training sessions and assisting users in comprehending technology applications.
Proficient in managing a helpdesk ticket queue in a fast-paced environment, prioritizing tasks to meet organizational needs.
Understanding of data management and data integrity principles.
Strong communication skills within a support team, ensuring accessibility for all users.
Previous experience in education, particularly within the creative arts sector, is advantageous.
25 days of annual leave (FTE)
~ SMART pension scheme
~ A comprehensive benefits package
We are committed to fostering a culture of inclusivity that truly reflects our diverse communities.
We prioritize the safety and welfare of our students; therefore, all successful candidates are required to complete a basic DBS disclosure.
Depending on the role, an enhanced check or enhanced check with barred list may be required by statute and internal policy.
Candidates with relevant experience or job titles such as 2nd Line Support Engineer, Network Technician, experienced 1st Line Support, IT Service Desk Technician, Server Support, IT Support Analyst, IT Support Advisor, IT Services Manager, IT Desk Support, IT Support Technician may also be considered for this position.
