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JOB DESCRIPTION
Responsible for contributing to the delivery of a customer focused, robust, resilient, responsive and secure, high-quality IT/AV services, specifically but not exclusively:
- Provide advice and support to respond to and resolve customer requests and incidents delivering to defined Service Levels Agreements (SLAs) and Key Performance Indicators (KPIs).
- Provide remote and in-person user support for IT/AV equipment, telephony devices, other peripheral devices, software applications, Client and Server Operating Systems, Enterprise systems, Teaching/Learning systems and Cloud based services.
- Use IT Service Management System, and other relevant systems, to process user requests and incidents (based on priority), taking part in Service Desk duties including Live Chat, Telephone, email and in-person channels where and when required.
- Provide IT/AV setup assistance and on-going support for meetings, teaching, events and projects.
- Provide hardware support for PC/MAC, Server (Virtual and Physical), Laptop, Tablet, Audio Visual equipment, telephony equipment and other peripheral devices, ensuring the CMDB is updated and data maintained at all times.
- Provide regular firmware updates of IT/AV equipment and routine testing and maintenance of IT/AV equipment to ensure they are ready and available for use by staff, students and visitors.
- Using AV Resource Management System to remotely monitor and manage AV resources, provide remote user support and provide customised reports for AV equipment and rooms.
EXPERIENCE/SKILLS
- ITIL foundation qualified or demonstrate management and operational experience using appropriate best practice framework
- IT technical skills certifications. Microsoft MCP, MCSA, MCSE, CompTIA A, Network, Security, AV Associate
- Project Management qualification e.g. Prince 2 , Agile, MSP, PMP qualified or demonstrable experience of project management
- IT/AV Technician relevant experience in similar or related role. Substantial broad vocational experience demonstrating development through involvement in a series of progressively more demanding relevant work roles
- Demonstrates experience working with relevant specialised equipment, software or procedures.
- Demonstrates experience of delivering a high quality, customer focused service.
- Delivers solution focused, reliable and resilient IT customer support service to support current/ future customer and business requirements
- Demonstrates knowledge and understanding of service management systems and processes for supporting research, teaching, learning and business activities.
- Successful support of customer and quality focused IT services with expertise of industry best practice methodologies in specialist area
- The ability to meet UK ?right to work? requirements.
EDUCATION
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Degree and/or professional qualification in IT subject and in-depth experience in relevant technical area
