To support and improve the University’s effective use and exploitation of IT solutions and services, enabling and enhancing its research, teaching and administrative activities. This post will also provide 1st level support for the AV and conferencing infrastructure within the University. This post is essential to enable the University to carry out its activities with the appropriate support of technology. The post holder will be required to visit and work in any of the University locations to support our University colleagues.
To start the 1st or 6th July - duration 12 weeks from the start date.
37 hours per week.
£17.13 per hour.
£2.07 per hour holiday pay.
Duties and responsibilities
- Act as a reliable and enthusiastic source of IT generalist and specialist knowledge, supporting a user base with varying degrees of IT literacy, and aiming to become a trusted and knowledgeable problem solver and supportive colleague and team player with a can-do attitude.
- Manage and resolve a case load of service incidents, problems and change requests, taking proactive steps to resolve issues accurately and in a timely manner, communicating by phone, email or in person with users, and escalating to internal or external resolving groups or 3rd party suppliers and partners as appropriate. The post holder is expected to explain issues and solutions articulately, keep ticketing systems and knowledge bases up to date, and keep users informed of the progress of their issue at each stage of resolution
- Proactively apply initiative within the boundaries of the University’s IT Strategy, to investigate incidents which have no published workaround or resolution, thinking laterally and collaborating with other colleagues to find and document workarounds and solutions.
- Oversee the provision, manage and maintain, end user IT equipment and software builds, configurations and desktop images, so that they achieve optimum performance and remain fit for purpose.
- Develop, document and maintain knowledge base articles and help tips, tricks and training materials to assist and educate users, both with existing IT services and newly implemented solutions, to enable consistent, reliable and articulate answers to be given to a wide range of questions or problems.
- Proactively contribute to the continual improvement of IT processes, quality of support and statistical information and working practices across the IT function and the University.
- The post holder will also be called upon to be involved in project work, using their technical expertise and customer facing skills to enable a new IT investment to be smoothly implemented and well received by users. The post holder will be expected to provide cover for other centrally or Faculty based IT Support Analysts where circumstances require.
- Wherever the role is based, it involves the proactive and reactive support and maintenance of IT equipment, systems and access, providing liaison, training, advice and guidance to users, and producing documentation for both internal and external distribution.
Skills and experience
Essential
- HNC, A-Level, NVQ3, HND level or equivalent relevant work experience.
- Experience of investigating, diagnosing and resolving incidents on behalf of a varied user base, relating to hardware and software faults, human error and service failures.
- Proven skills in the installation, configuration, management and support of a range of end-user hardware, software, and peripherals, preferably in a Microsoft Windows / Office environment, but Linux and Apple experience would also be advantageous.
- Experience of working independently and without close supervision, including self-motivating interest in exploring and researching current and trends in IT.
- Experience and/or understanding of backend or frontend service management processes and technologies, eg ITIL, SCCM, FrontRange HEAT or similar.
- Willingness to undertake out of hours work in an emergency, or on specific, managed occasions.
Desirable
- Appropriate technical qualification (i.e. Microsoft Technical Certification).
- ITIL Foundation Service Management qualification.
- Experience of the Higher Education and Research sectors and an understanding of their challenges and trends.
Location
University of Surrey
Pay: £17.13 per hour
Work Location: In person
