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Digital Services Helpdesk Coordinator
2 months ago
The University of Cambridge is seeking a highly skilled and proactive IT Helpdesk Coordinator to join our Digital Services team within the University Library.
Key Responsibilities:- Lead the IT Helpdesk Team: Provide direction, support, and guidance to ensure the team delivers excellent IT support services.
- Deliver First and Second-Line IT Support: Offer technical assistance to users via phone, email, or in-person, resolving issues efficiently and effectively.
- Act as the Initial Point of Contact: Handle user inquiries, troubleshoot problems, and assign support tickets as needed.
- Proactively Manage Support Tickets: Assign and coordinate tasks across the division to ensure timely resolution of issues.
- Shape IT Support Services: Develop and implement strategies to enhance the customer experience, ensuring excellent, effective, and efficient service delivery.
- Identify and Implement Process Improvements: Analyze and optimize procedures and standards for customer service and service desk processes.
- Previous IT Helpdesk Experience: Proven track record of working in an IT helpdesk or IT support services environment, with a solid understanding of incident and problem management life cycles.
- Initiative and Adaptability: Ability to prioritize tasks, react to changing priorities, and respond promptly to service requests.
- Technical Knowledge: Strong working knowledge of computer hardware, software, and networking concepts, including Microsoft Server Administration, Active Directory, Group Policy, and Microsoft 365.
- Continuous Learning: Commitment to developing and maintaining IT skills to stay up-to-date with industry developments.
Full-time, 37 hours per week, Monday-Friday. We welcome applications from individuals who wish to explore part-time working or other flexible working arrangements.
Application Process:Informal enquiries are welcomed and should be directed to the IT Manager. To apply, please register an account with our recruitment system and submit your application online.
