Technology Applications Advisor

4 months ago

Brighton, United Kingdom BIMM Institute Full time

Technology Applications Advisor

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At BIMM University, we're more than just an educational institution; we're a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, we offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology. Our commitment to excellence in creative arts education sets us apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields.

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About the Role

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As a Technology Applications Advisor you will play a central role in the seamless operation of our technology applications. This pivotal position involves 1st and 2nd line BAU support, ensuring our Student Information Systems run smoothly and efficiently. You'll be at the heart of providing exceptional support, troubleshooting, and training to our students and staff, empowering them to utilise our technology services with confidence.

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What You'll Do:

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•Helpdesk Management: Own the health and management of the technology applications helpdesk at 1st and 2nd line levels, ensuring all BAU issues are logged and tracked efficiently.

•Remote Support: Deliver top-notch 1st and 2nd line remote support to both students and staff, resolving issues promptly and effectively.

•Collaboration: Work closely with the Technology Applications Supervisor and Head of Technology Applications to manage helpdesk tickets, escalating when necessary to meet agreed SLAs.

•Training and Awareness: Assist in delivering training sessions, promoting awareness and understanding of relevant processes, procedures, and policies.

•Health Monitoring: Conduct 1st line reviews of the technology applications health monitoring system, ensuring all systems are running optimally.

•Stakeholder Management: Maintain excellent verbal and written communication with stakeholders, ensuring their needs are met with professionalism and care.

•Vendor Coordination: Collaborate with 3rd party vendors when necessary to resolve issues and enhance our technology services.

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What You'll Bring:

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•Proven experience providing 1st and 2nd line support for technology applications, with a solid understanding of Student Information Systems.

•A perfect balance of technical skills and customer service abilities, with a calm, patient, and personable manner.

•Ability to listen to requestors’ needs and communicate solutions effectively, both verbally and in writing.

•Experience in delivering training sessions and supporting users in understanding technology applications.

•Skilled in managing a helpdesk ticket queue in a fast-paced environment, prioritising tasks to meet business needs.

•Understanding of data management and data health principles.

•Strong communication skills within a support team, ensuring accessibility for all users.

•Demonstrate honesty and integrity through ownership and accountability of tasks.

•Previous experience in education, particularly within the creative arts sector, is a plus.

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