SUPP111745

Within the University our IT Services department 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, we are looking for a dynamic and customer focused End User Device Technician to join the team. The role holder provides device deployment to other front-line teams in IT Services and performs the day-to-day activities to build, deliver, collect and dispose of computers and mobile devices. The role holder performs the team's delivery cycle, assists with one-off events and moves and ensures that deliveries are receipted and checked correctly, working with suppliers to rectify any deliveries with issues.What will you be doing?

• Using the IT Service Management (ITSM) tool to build computers according to defined specifications, arranging for their efficient delivery or collection
• Update relevant databases, asset and incident management systems, including device deployment and disposals, to ensure that accurate, up to date information is accessible to IT teams or colleagues.
• Carry out device resets using understanding of the University standard device build updating the Configuration Management Database (CMDB) accurately and in good time.
• Diagnose hardware or deployment failures and report them in an accurate manner to other teams in IT Services, performing first line hardware repair or maintenance and escalate issues when unable to resolve.
• Ensure the working space is safe according to Health & Safety rules and procedures, including resolving Health and Safety hazards, addressing immediate concerns with individuals and escalating ongoing issues to management.
• Assist with the co-ordination and scheduling of work for IT Apprentices, or resource that has been assigned from wider teams, to support demand offering support and technical guidance on the build and deployment process.
• Organise own workload efficiently and plan delivery schedules to ensure that device build, deployment and delivery is undertaken in a timely manner, prioritising urgent requests as required. Oversee the work of others on an ad-hoc basis during peak periods as required.
• Provide excellent customer service, responding to enquiries regarding the delivery function, liaising with customers regarding tickets, updating on timescales and escalating concerns or issues to a senior member of the team as required.
• Ensure that documentation and knowledge articles are updated with any changes.
• Respond to enquiries from other teams within IT Services who are providing a service to University staff, referring more complex queries/issues to a manager or colleague for advice.
• Assist with the delivery of equipment from suppliers and loading/unloading into storage, while also ensuring that both delivery and storage areas adhere to established standards.
• Keep skills up to date and develop competence through learning from colleagues.
• Occasional out-of-hours or weekend work may be required.
  
  Experience in building and configuring computers according to defined specifications.
• Diagnostics skills to identify hardware or deployment failures and perform first line repairs or maintenance tasks.
• Proficiency in administrative tasks such as updating guidance documents, databases and incident management systems.
• Proficiency in administrative tasks such as updating guidance documents, databases and incident management systems.
• Strong organisational skills to efficiently organize workload and plan delivery schedules.
• Capacity to diagnose and troubleshoot technical issues, escalating more complex problems to management or colleagues for resolution.
• Ability to explain tasks and technical details clearly and succinctly
• Commitment to maintaining quality standards in work undertaken, ensuring accuracy and adherence to established health and safety guidelines.
• Maintain concentration on activity detail and record keeping during routine and repetitive work with a high level of accuracy.
• Willingness to identify and propose process improvement
• Must hold a valid UK driver's license and adhere to university policies and procedures.