Full time – 37 hours per week

Based at High Wycombe

Grade: C: 19,133 – 21,236 per annum

Temporary contract

We are seeking to employ a number of Service Desk Technicians for a period of three to four months, from July to October 2021,  to join the IT Service Desk and provide support to students during enrolment.  They will be part of the Digital & Technical Services (DTS) directorate, reporting to the Service Delivery Manager,

You will provide first line support for all enrolment enquiries as well as DTS services and University systems, infrastructure and network including but not limited to: user management and security (e.g. account creation); password management; email account creation; antivirus monitoring and the provision of technical assistance to students and staff about the use of standard software and hardware products. You will also ensure that that all information is managed securely in accordance with University policies and information related legislation.

You will provide a pro-active, customer focused, first line support service to students and staff for all enrolment and DTS related services provided by the Directorate ensuring the continued operation of the University computer systems.  DTS follows an ITIL based approach and all processes need to be carried out in accordance with the Directorate’s policies and procedures.

You will provide first line support in accordance with the Directorate’s Incident Management and Request Fulfilment processes in order to meet the needs of students and staff. In support of these processes, you will update all tools used by the Service Desk in a timely and accurate manner and in accordance with the DTS policies and standards. Service Desk performance is measured against SLAs and you will ensure that all contact to the Service Desk is logged, responded to and any issues resolved within the timeframes stipulated in the SLA.

You will act as the first escalation point for the team and customer and take ownership of the resolution of specific or complex incidents, requests and problems, invoking third party support as required. You will help identify and resolve underlying issues in accordance with the Problem Management process.

You will create user manuals, frequently asked questions (FAQs) and technical support documentation for end users and DTS colleagues, as directed by the Service Delivery Manager, to capture knowledge and share information effectively.  You will also draft communications such as notices regarding downtime and publicity to be approved by the Service Delivery Manager before being issued.

This role also provides support to other teams as appropriate in proactive activities such as system upgrades, driver and software installation and configurations. It also entails the undertaking of established monitoring activities in accordance with the Event Management Process.

The ideal candidate will be a team player with excellent communication skills and experience in providing first line support to customers.

For further information about this role please contact Bilal Ghani on 01494 522141 Ext. 3232 or email: bilal.ghani@bucks.ac.uk

All applications are to be made on-line.  The University operates an anonymised shortlisting process and therefore any uploaded CVs or supporting documents must not include your name and personal details. Please ensure the application form is filled out in full.