Details
1093006
University of Northampton
03/03/2025
3 Months
37 hours per week
Smart Casual
Pay
£12.60
£1.83
Description
Role
The overall purpose of this role is to provide a professional and customer focused assistance and second tier support with all IT Service Offerings for all University of Northampton staff and students.
This is an onsite role, the service desk offer provide support on a shift basis to the whole of the university community. Working either on phone support, the service desk front line service or in classroom support.
Opening hours for the service desk are between 8.30am and 5pm Monday to Friday, with a rota for weekend cover at one site.
Duties and responsibilities
Responsible for the diagnoses, and resolution of assigned incident, request work items, and the completion of all related assigned activities.
Responsible for the monitoring of new work items and own work item queue ensuring they are actioned according to assigned service level objectives and priority.
Responsible for the administration, availability, and support of IT service, request offerings to the organisation as defined within the IT Service Portfolio.
Responsible for the completion of operational control process, and the monitoring, analyses of environment providing proactive recommendations and solutions.
Responsible for helping and support for related infrastructure system, network, and application service as defined within the IT Service Portfolio.
Responsible for ensuring operational policies, standards, best practices configurations, system settings and process tasks are adhered to and carried out.
Responsible for the inventory, administration, deployment of operational related hardware, software and ensuring its configuration meets defined policy criteria.
Responsible for working with third party suppliers to verify timely delivery of software, hardware equipment and ensure its readiness for operation usage.
Working shifts within the service hours which are 8.30am till 5pm Monday to Friday. There is also a rota for weekend cover.
Skills and experience
Educated to GCSE level or equivalent
Experience of working within a customer service / IT Service desk team environment
Experience of supporting a range of operating systems including Windows, Apple, Non-Wintel, and basic networking hardware/systems
Experience of Service Desk Tooling (for example, Ivanti, Halo or Service Now)
Ability to adapt to organisational change
Ability to adapt to technological advances in the workplace
Demonstrates excellent interpersonal skills with peers and stakeholders
Self-motivated an able to work on own initiative
Demonstrates excellent customer service skills to a range of customers
Good communication and presentation skills
Demonstrates ability to work collaborativelyEnthusiasm to work within the IT field
Location
Waterside Campus - The University of Northampton
Additional information
Please note this is a temporary role working 37 hours a week until the end of May.
You will receive monthly pay, working a month in arears.
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