Temporary Service Desk Technician 

Salary: £11 to £12 per hour depending on experience

Buckinghamshire New University is an ambitious, modern university; one that is always open to fresh ideas and thinking. Our staff combine the very best professional practice with inspirational teaching and the University is consistently in the top quartile of the NSS for higher education institutions in the UK, exceeding the sector average in almost every area of the survey (NSS, 2019).

This is an exciting time to join the University, with our new University Strategy – Impact 2022 – and our revised values. The University is poised for the next phase in its development as we seek to develop our impact further, enrich the student experience through innovative and employment-focused education, and realign our professional services in support of our strategic aims.

An exciting new opportunity has arisen for an IT Service Desk Technician to join the University, working within the Information Systems and Technology (IS&T) Directorate, reporting to the IT Service Delivery Manager.

You will provide first line support for all Information Systems & Technology (IS&T) Directorate 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 IT related services provided by the IS&T Directorate ensuring the continued operation of the University computer systems.  IS&T 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 IS&T 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 IS&T colleagues, as directed by the IT Service Delivery Manager, to capture knowledge and sharing information effectively.  You will also draft communications such as notices regarding downtime and publicity to be approved by the IT 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.

At Buckinghamshire New University equality of opportunity and diversity is at the heart of all we do and fully integrated into our values. Our aim is to create an inclusive environment where everyone thrives and feels a sense of belonging. We are committed to diversity and welcome applications from different backgrounds and experiences.

Buckinghamshire New University is a Disability Confident employer and as such you will be given the opportunity to declare a disability as part of the application process.

The University is also committed to achieving the Race Equality Charter.

JOB DESCRIPTION

 Location: High Wycombe (and mobile)

Hours: 37

Responsible to: Service Desk Manager Job

Purpose: To provide first line support for all Information Systems & Technology (IS&T) Directorate 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; and antivirus monitoring.

To ensure that all processes and performance are carried out in line with the Directorate’s policies and procedures.

Main Duties & Responsibilities of the role:

? To provide a pro-active, customer focused, first fix, first line support service to students and staff for all IT related services provided by the IS&T Directorate ensuring the continued operation of University computer systems.

? To provide first line support for all IS&T related services in accordance with the Directorate’s Incident Management and Request Fulfilment processes, ensuring that department policies and procedures are followed, to meet the needs of students and staff.

? To update all relevant Service Desk systems in support of the Incident Management and Request Fulfilment processes (including asset inventories as required) ensuring that updates are accurate and in accordance with IS&T policies and standards.

? To invoke third party support in accordance with established process and to assist and support third-party contractors in their work for the University.

? To help identify and resolve underlying issues in accordance with the Problem Management process.

? To provide support to other teams as appropriate in proactive activities such as system upgrades, driver and software installation and configurations.

? To undertake established monitoring activities in accordance with the Event Management Process.

? To provide technical advice and assistance to student and staff about the use of standard software and hardware products.

? To promote and encourage the smooth transition of knowledge to and from the Service Desk Team, by working in partnership with other IS&T teams and project teams as directed by the Service Desk Manager.

? To draft communications such as notices regarding downtime and publicity to be approved by the Service Desk Manager before being issued.

? To create user manuals, frequently asked questions (FAQs) and technical support documentation for end users and IS&T colleagues, as directed by the Service Desk Manager, to capture knowledge and sharing information effectively.

? To 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 as required.

? To take part in the team meetings ensuring updates are timely and correct.

? To ensure that that all information is managed securely in accordance with University policies and information related legislation. 

For further information and to apply follow this link.