Digital Services Support Specialist
2 days ago
The University Library is seeking a highly skilled and proactive IT Support Specialist to join our Digital Services team. As a key member of the team, you will play a vital role in delivering excellent IT support services to our users.
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 to ensure effective issue resolution.
- 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, with a strong understanding of incident and problem management life cycles.
- Ability to take the initiative to plan immediate work priorities and react swiftly to changing priorities.
- Excellent communication skills to effectively communicate 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. We welcome 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.
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