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ICT Support Specialist

4 weeks ago

Bristol, Bristol, United Kingdom University of Bristol Full time
Job Title: ICT Service Desk Support Engineer

We are seeking a highly skilled and motivated ICT Service Desk Support Engineer to join our team at the University of Bristol. As a key member of our IT Services division, you will play a vital role in providing exceptional technical support to our staff and students.

Key Responsibilities:
  • Provide high-quality technical support to end-users, covering hardware and software issues, including specialized areas.
  • Work closely with senior 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 our IT Service Management tool, ensuring accurate and timely documentation.
  • Collaborate with other IT support teams to escalate and resolve issues requiring 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 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, remaining up-to-date with the latest advancements in digital technology and industry best practices.
Requirements:
  • A level 4 qualification in IT/computing 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.

The University of Bristol is committed to creating an inclusive and diverse working environment where everyone feels able to be themselves and do their best. We welcome applications from individuals with different experiences, backgrounds, and perspectives, particularly people of colour, LGBT+, and disabled people.

We are an equal opportunities employer and welcome applications from all qualified candidates. If you are interested in this exciting opportunity, please submit your application.