Helpdesk Operations Manager

The Digital Services team within the University Library is seeking to appoint a highly proactive, persuasive, and enthusiastic IT Helpdesk Coordinator. This team plays a key role in building, maintaining, and supporting existing and future key business services and systems for the university libraries. We are a friendly and lively team committed to delivering excellent services to our users. And though the name and reputation of Cambridge are known worldwide, you will find it a welcoming place to work where your experience will be recognised and valued. Role Responsibilities: - Leading the IT Helpdesk Team, offering necessary direction, support, and guidance. - Delivering first and second-line IT support both remotely and on-site. - Acting as part of the team for initial contact for any IT issues and problems encountered by users. - Proactively assigning support tickets and communicating and coordinating across the division. - Shaping the way in which IT support is provided, Hours of work: Full time, 37 hours per week, Monday-Friday. This is an on-site-based role. We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements. Informal enquiries are welcomed and should be directed to Merina Tuladhar, IT Manager Email: (see below) We particularly welcome applications from candidates from a BME background for this vacancy as they are currently under-represented at this level in our institution.

thriving for an excellent, effective and efficient customer service experience. - Identifying and implementing improvements to procedures and standards for customer service and service desk processes.

The ideal candidate should: - Have previous experience working in an IT helpdesk or IT support services environment, understanding incident and problem management life cycles. - Be able to take the initiative to plan immediate work priorities and react swiftly to changing priorities, ensuring that there is an immediate and appropriate response to service requests raised. - Be able to manage and prioritise tasks when working independently or in a team as required. - Be able to communicate clearly on a wide range of technical issues with users at all levels. - Have exceptional troubleshooting skills to resolve routine and complex technical issues - Have a good, up-to-date working knowledge of computer hardware, and software, including the support and management of desktop systems operating in a Client Server environment, Microsoft Server Administration, Active Directory, Group Policy and Microsoft 365. - Working knowledge of Mac OS X would be advantageous. - Be
self-motivated with excellent problem-solving and analytical skills. - Be keen to develop and maintain their own IT skill.

Huntley, Gloucestershire Full Time Posted by: University of Cambridge Posted: Sunday, 22 September 2024