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Digital Services Support Specialist
2 months ago
The University Library is seeking a skilled IT Support Specialist to join its Digital Services team. This team plays a crucial role in delivering excellent IT services to the university community.
Key Responsibilities:
- Lead the IT Helpdesk Team, providing direction, support, and guidance.
- Deliver first and second-line IT support, both remotely and on-site.
- Act as the initial point of contact for IT issues and problems encountered by users.
- Proactively assign support tickets and communicate with the team.
- Shape the way IT support is provided, striving for an excellent customer service experience.
- Identify and implement improvements to procedures and standards for customer service and service desk processes.
Requirements:
- Previous experience in an IT helpdesk or IT support services environment, understanding incident and problem management life cycles.
- Ability to take the initiative to plan work priorities and react to changing priorities.
- Ability to manage and prioritize tasks independently or in a team.
- Excellent communication skills to explain technical issues to users at all levels.
- Exceptional troubleshooting skills to resolve routine and complex technical issues.
- Good working knowledge of computer hardware, software, and client-server environments.
- Self-motivation, problem-solving, and analytical skills.
- Keenness to develop and maintain IT skills.
Working Arrangements:
- Full-time, 37 hours per week, Monday-Friday.
- On-site-based role.
- Opportunities for part-time working or flexible working arrangements.
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.
