SUPP111735

Within the University our IT Services division is on an exciting journey. Our vision is to provide globally accessible technical services and digital solutions to empower world class learning and research at the University. As part of this journey, the End-User Deskside Team are looking for five End-User Support Engineers. The team is part of the End-User Support service and provides first and second line support to staff groups. These posts will report to the End-User Support Deskside Team Leader. As part of the End-User Deskside team, you will be providing a customer-centric service to on-site support services, such as floorwalking and deskside assistance. The post-holders will ensure an excellent level of customer service, whilst providing hardware and software support, and the day-to-day operations of the University. Over time we will be driving improvements in the ways in which we work to deliver our services: using KPIs and metrics to improve Customer Satisfaction and the cadence and balance of tasks across the team as demand and skills suit.What will you be doing?

• Provide high-quality desk-side and 2^nd line support covering hardware and software (including in specialised areas) to promptly address and resolve incidents and service requests.
• Work closely with the Senior End-User Support Engineers to share technical knowledge, contribute to the creation and maintenance of a comprehensive knowledge base and document solutions for common issues for quick reference by customers and colleagues.
• Be a point of escalation within the desk-side team, providing advice and guidance to ensure timely resolutions of technical issues and championing customer service standards within the team.
• Log, track, and manage incidents and service requests using the IT Service Management (ITSM) tool, including identifying any gaps or shortfalls in data collected, to ensure accurate and timely documentation.
• Plan and organise activities to achieve service delivery targets, prioritising and triaging incidents based on urgency and impact, following agreed incident management processes.
• Collaborate with other IT support teams to escalate and resolve issues that require specialised expertise, ensuring timely resolution and minimal disruption to end users.
• Monitor and analyse support metrics and trends to identify recurring issues and opportunities for process improvements, driving continuous service improvement to support the overall 'shift left' philosophy.
• Collect and analyse data on complex support issues, producing reports on service provision and identifying any shortfalls compared to Service Level Agreements making recommendations or providing insights to line management.
• Implement solutions to recurring incidents by collaborating with IT colleagues and the Problem Management function to follow best practices.
• Support and assist with the operation of both the IT Counter and proactive 'floorwalking' service, by providing cover when required.
• Identify opportunities for continuing personal development, proactively remaining up to date with the latest advancements in digital technology and industry best practices., Proven experience in supporting end user services, such as desktop hardware and software, such as Windows, iOS, Linux and MacOS.
  
  A level 4 qualification in IT/computing (CertHE, Leve 4 NVQ, HNC or HND) or Broad substantial relevant experience demonstrating in an end user support position covering both end user hardware and software., Knowledge and understanding of the technical aspects of end-user support, including troubleshooting hardware and software issues.
• Excellent analytical, problem-solving, and strategic-thinking abilities applied in a support role.
• Customer-focused with outstanding communication and interpersonal skills.
• Proficiency in using IT service management (ITSM) tools and knowledge base software.
• Ability to work Ability to work effectively in a team-oriented, fast-paced environment.