Job Description

There are two permanent posts available, which are full time working 35 hours per week.

We are looking for two Senior End User Support Technician\'s that will be focused on providing technical support to both academic, professional services colleagues, as well as students.

You will be responsible for dealing with day-to-day operational workloads of second line Service Desk tickets logged by our service users. Requests range from deploying hardware and software to users, troubleshooting any issues they may encounter whilst using applications and different hardware peripherals.

You will also respond to requests relating to the support for all specialist AV classroom and teaching systems, providing information to enable problem resolution and promptly allocate unresolved calls as appropriate. Liaise with suppliers regarding specifications and suitability of AV and multimedia equipment. Take a lead role in scheduling installation works, liaising with all concerned to ensure that priorities are met and disruption to users is minimised. Maintain adequate stocks, or otherwise plan for service resilience, to ensure that service level targets are met and exceeded.

You will need to be good at building rapport with users and providing an excellent customer service while prioritising your workload in a demanding environment. You should be able to work under pressure with stakeholders at different levels while following our Service Operation processes and best practices. An essential part of our service delivery is to maintain satisfactory service level agreements within our department.

We are looking for a technician who will be capable of coaching and mentoring junior colleagues technically as part of our continuous service improvement. You would need to be able to problem solve in order to contribute to resolving underlying problems, recognise and make recommendations for enhancements to Problem Management. You should also have the ability to coordinate technical tasks with competence as part of university-wide projects.

Knowledge of the Windows environment and Mac OS systems is essential and very crucial to this role. Excellent communication, customer service and inter-personal skills are very important as we take pride in our service offering to customers. As a department we value our customer experience because it\'s at the core of our operational focus.

To apply for this vacancy please click \'Apply\' above. Further information can be found in the job description and person specification, which can be accessed through this link too.

At the University of Westminster, diversity, inclusion and equality of opportunity are at the core of how we engage with students, colleagues, applicants, visitors and all our stakeholders.

We are fully committed to enabling a supportive and safe learning and working environment which is equitable, diverse and inclusive, is based on mutual respect and trust, and in which harassment and discrimination are neither tolerated nor acceptable.

The University has adopted Smart Working principles to support and further our Equality, Diversity and Inclusion aims of being an inclusive, collaborative and flexible employer. Further details of Smart Working can be discussed at interview stage.

Closing date: midnight on 6 August 2023

Interviews are likely to be held on: 23 August 2023

Administrative contact (for queries only):

From \xc2\xa338,367 per annum (incl. LWA)

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