This role is based within IT support. You will be required to work as part of a team to provide customer-focussed day-to-day IT support.

Transcription

1 IT Services IT Support - Technician This role is based within IT support. You will be required to work as part of a team to provide customer-focussed day-to-day IT support. You will be able to demonstrate a strong customer focus and excellent communication skills. You will be expected to deal efficiently and effectively with a wide range of IT related queries resolving these directly or in collaboration with other IT colleagues to ensure minimum disruption to the user. You will have some experience of providing first or second line support in an IT environment including trouble shooting and fixing IT issues and you will have experience of using Windows and/or Mac or Linux client operating systems. This role will be part of a team which will provide service to a wide range of users within the University and this role will therefore require candidates to work in a range of Faculties and Services to meet the needs of the IT Service. University Grade 4 ( 18,412-21,220 p.a.) Informal enquiries may be made to Michael Hauptfleisch M.Hauptfleisch@leeds.ac.uk

2 Job Description Responsible to: Head of Service Management Reports to: Local Client IT lead (based on location) Main duties and responsibilities Be responsible for working as part of a team to provide a highly-mobile and high quality Client IT support service through a variety of means including written advice, telephone or in-person support, remote access and at-desk service. Ensure that incidents and requests in the Service Desk system are maintained fully and regularly taking responsibility for dealing with tickets as per team procedures to ensure target times are met and quality standards achieved. Understand and comply with a full range of IT and University policies including, but not limited to, security, patching and licence compliance. Monitor the workload across all Client IT customers and work collaboratively to ensure all tickets are dealt with according to priority and timescale, regardless of location. Prioritise and undertake own workload with minimal supervision to maintain and improve the efficiency of Client IT service delivery, demonstrating flexibility and responsiveness as appropriate for urgent or un-planned tasks. Actively monitor OS updates, antivirus software and SMS client compliance and create tickets in the tracking system as necessary to rectify issues so that Client IT customers are fully compliant with University policies at all times. Be able to work independently and using own initiative to source solutions from the knowledge base and escalate more complex issues as required Ensure resolution of software and hardware-related incidents within agreed target times, or escalate to problem management if appropriate. Co-ordinate service requests with the colleagues to ensure work is scheduled appropriately with minimal disruption to Operational Service targets and that they are fulfilled with agreed target times. Escalate issues and problems to other IT support teams or managers as appropriate to ensure queries, comments, complaints & suggestions are dealt with efficiently and professionally. Liaise with other Client IT members to identify common issues and share solutions in the knowledge management database. Participate fully in team meetings and take responsibility for any delegated actions arising from discussions. Assist with PC replacement and rollout projects within departments as well as various ad hoc projects e.g. registration & vacancies. Help to co-ordinate and undertake project work, for example office moves. Provide advice and guidance to customers on orders for new equipment, including timescales for machine replacements within their lifecycle. Provide clear guidance to end users on technical matters in a variety of ways, both remotely and in person, tailoring communication as appropriate.

3 Maintaining CMDB and asset information including hardware inventory to ensure Client IT contracts are charged to customers accurately, including providing stock control services on behalf of customers as required. Use OS-appropriate, University-approved encryption techniques to ensure compliance with mobile device policies. Ensure secure logging of any encryption keys to allow for successful unencryption and troubleshooting. The post holder is expected to demonstrate a commitment to personal and professional development through a variety of channels including self-study & being available to attend courses on and off campus Carry out all work in compliance with H&S guidelines to ensure the safety of users of equipment being serviced. Provide appropriate feedback for any concerns arising from visual inspection of equipment. Any other duties as may reasonably be required, consistent with the grade of the post Career Expectations The University of Leeds is committed to developing its staff. All staff participate in the Staff Review and Development scheme and we continue to work with individuals, supporting them to maximise their potential. Progression to a higher grade is dependent on an individual taking on an increased level of responsibility. Vacancies that arise within the area or across the wider University are advertised on the HR website to allow staff to apply for wider career development opportunities. University Values All staff are expected to operate in line with the University s values and standards, which work as an integral part of our strategy and set out the principles of how we work together. More information about the University s strategy and values is available at IT Behavioural Framework IT Staff have worked together to develop a Behavioural Framework which defines the expectations of behaviour for all employees in the IT Department. We recognise that, because how we behave as individuals and teams affects other people, our behaviour is as important as the tasks that we do.

4 We want to be explicit about where we want to be: a working environment based on trust (I am trusted and I trust others). We will develop a culture of trust by acting with integrity; demonstrating respect and being professional. We believe that in so doing we will improve the service we deliver.

5 Person Specification Essential Demonstrate experience of providing first or second line support, in a PC support environment, being professional, approachable and committed to service excellence and customer care. Demonstrate experience in supporting Windows 7 networked PCs in a Microsoft Windows Server environment, as well as understanding of PC and associated hardware including mobile devices and printers. Demonstrate experience of troubleshooting and problem solving in an IT role Demonstrate experience of working successfully as part of a team and independently Demonstrate ability to exercise own initiative within a framework to ensure standard procedures are followed and more complex issues are escalated appropriately. Demonstrate good communication skills, including the ability to explain technical information in an understandable way to a diverse range of customers and colleagues Willingness to occasionally work outside of core service hours (Including weekends) Desirable Demonstrate an understanding of other operating systems such as Windows 8.1 & 10, Mac OS X, ios, Android and Linux. Demonstrate a commitment to self-development and continuous service improvement. Additional Information The University offers generous terms and conditions of employment, a wide range of benefits, services, facilities and family friendly policies. Full details are available on the Human Resources web pages accessible at The Partnership The Partnership has been developed by students and staff and describes the mutual expectations of us all as members of the University of Leeds community. More information about the Partnership is available at

6 Disclosure and Barring Service checks A Disclosure and Barring Service (DBS) Check is not required for this position. However, applicants who have unspent convictions, cautions, reprimands and warnings, including any pending criminal proceedings must indicate this in the other personal details section of the application form and send details to the Recruitment Officer at disclosure@leeds.ac.uk. Disabled Applicants The post will require working across a range of sites on the University campus. Disabled applicants wishing to review access are invited to contact the department direct. Additional information may be sought from the Recruitment Officer, disclosure@leeds.ac.uk or tel + 44 (0) Disabled applicants are not obliged to inform employers of their disability but will still be covered by the Equality Act once their disability becomes known. Further information for applicants with disabilities, impairments or health conditions is available in the applicant guidance.