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IT Support Specialist

2 months ago

Bream, Gloucestershire, United Kingdom University of Cambridge Full time
Digital Services Helpdesk Coordinator

The University of Cambridge is seeking a highly skilled and proactive IT Helpdesk Coordinator to join its Digital Services team. This team plays a crucial role in building, maintaining, and supporting key business services and systems for the university libraries.

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 and coordinate across the division.
  • Shape the way IT support is provided, striving for an excellent, effective, and efficient customer service experience.
  • Identify and implement improvements to procedures and standards for customer service and service desk processes.

Requirements:

  • Previous experience working in an IT helpdesk or IT support services environment, understanding incident and problem management life cycles.
  • Ability to take the initiative to plan immediate work priorities and react swiftly to changing priorities.
  • Ability to manage and prioritize tasks when working independently or in a team.
  • Excellent communication skills to communicate clearly on a wide range of technical issues with 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-motivated with excellent problem-solving and analytical skills.

Working Arrangements:

This is a full-time role, 37 hours per week, Monday-Friday. The University welcomes applications from individuals who wish to be considered for part-time working or other flexible working arrangements.

The University actively supports equality, diversity, and inclusion and encourages applications from all sections of society.