IT Service Desk Technician

Description:

We are looking for a focused IT Service Desk Technician with excellent customer skills who enjoys working in a fast moving, telephone/online based environment.

As part of a small Service Desk team, you will be providing proactive and reactive technical support to all University students and staff.

You will join an enthusiastic and forward-thinking team in delivering high quality IT that focuses on enhancing academic and administrative provision and continuous improvement to the student experience.

Being part of the Technology Service team, you will regularly work in partnership with colleagues across all the IT teams. You must have the ability to communicate and work effectively as a part of this broader team.

Reporting to the IT Service Desk Supervisor, your main roles would include the following

• Follow day-to-day processes by ensuring accurate and timely upkeep of customer reported incidents through the incident management system
• Supply first time fixes to the customer and deal with more in depth technical queries
• Log incidents into the incident management system
• Answer phone calls in timely manner
• Create procedures and guides