Desktop Support Coordinator
- Employer
- Global Academy Jobs
- Location
- United Kingdom
- Closing date
- Mar 12, 2018
View more
- Sector
- Science, Computer Science and IT, Information Science and Technology
- Hours
- Full Time
- Organization Type
- University and College
- Jobseeker Type
- Academic (e.g. 'Lecturer')
Job Details
- To manage the queue of new and active support requests (tickets) and to prioritise, assign and re-assign jobs across the team, based on knowledge of the team workload, availability, skills and experience.
- To pro-actively prioritise tickets to improve service delivery and enhance the end-user experience
- To assign and re-assign tickets across the team to best meet performance objectives
- To step in and assist with ticket resolution in a pro-active manner
- To develop and utilise reports and gauges in service management software to assist team members with call prioritisation and resolution
- To monitor and report on performance metrics for tickets
- Identify common trends and develop coordinated approaches to problem resolution
- Liaise with other team coordinators/managers to share good working practice and contribute to rolling this out within the team
- To manage and support desktop resources (hardware and software) for the whole range of PC users on campus, including students, research staff, academic and administrative staff.
- Be fully conversant with all areas of desktop IT support including Windows desktop operating systems, Microsoft applications and a wide range of specialist teaching and research applications.
- Configure user accounts and perform general system administration to ensure access to appropriate networked services and systems.
- Commission IT equipment for new users and assist with room moves and general IT upgrade programmes.
- Troubleshoot problems, some of which may be complex, and develop and implement solutions. This requires the post holder to have skills and experience to work on their own initiative, to assess problems and research possible solutions, and to apply judgement before implementing an appropriate solution, referring to other team members for advice as required.
- Monitor the performance of desktop PCs and associated services to ensure reliability and smooth operations of IT systems.
- Manage client network connectivity in accordance with the University’s networking standards, policy and infrastructure, including IP registrations and local firewall configuration.
- Troubleshoot client-side network faults and liaise with specialist teams to resolve network connectivity issues.
- Initiate approved disposal mechanisms for redundant hardware.
- Determine priorities for one’s own allocated workload and to co-ordinate with other team members to ensure that these meet overall ITS priorities.
- The post holder requires excellent communication skills for this customer-facing role and will be required to ensure full consultation with customers and service providers at all stages.
- Working closely with users, the central ITS Service Desk and other team members where appropriate to ensure smooth resolution of support calls and ensuring that resolution details are recorded with the Service Desk for future reference.
- Create user-facing on-line documentation and other team resources to assist with problem resolution
- Update local and University-wide communication channels to advise users on system status
- Obtaining quotes, specifying and making recommendations for the purchase of computer equipment and software, in accordance with University procurement guidelines.
- To make recommendations whether to repair, upgrade or replace hardware and software in line with overall strategy and standards.
- Liaison with external companies and contractors, to ensure timely and effective resolution of user requests.
- Providing 1 to 1 training and advice to PC users, either verbally or via written documentation.
- To be involved with project activities within own area of expertise, in conjunction with the work of other team members and providing written documentation and training as required.
- Develop specialist knowledge of areas covered by the team. The scope for specialism is wide and covers, for example, delivering managed desktops, enterprise level service development, data management and introducing new and emergent technologies.
- Full involvement in subsets of major projects, liaising with other members of the team to ensure that each part of the project is completed on time and does not adversely impact on the overall plan e.g. the roll out of a new application suite to a department.
- Providing 1 to 1 training to users as part of ongoing user development.
- To undertake such other duties as may be required from time to time in furtherance of the work of IT Services.
The post holder will play a key role within a committed IT Support Team, providing day to day workload assignment for the desktop support team on campus and contributing directly to the delivery of high-quality customer IT support.
Using their own knowledge and expertise they will be required to analyse the queue of support requests and assign or reassign jobs across the support team using their own judgement and experience. The post holder will also be responsible for monitoring performance metrics and reporting regularly on these to the IT manager.
The post holder must also be able to work independently to resolve desktop support requests; analysing issues, identifying causes and restoring function as quickly as possible, in line with University C&IT Standards. This may involve short term contingency measures to restore functionality, followed by longer term plans to fully resolve issues and prevent further failure.
The post holder must be able to communicate complex IT technical problems and requirements in an understandable fashion to non-technical staff, including students, academic and administrative staff.
Company
Global Academy Jobs works with over 250 universities worldwide to promote academic mobility and international research collaboration. Global problems need international solutions. Our jobs board and emails reach the academics and researchers who can help.
"The globalisation of higher education continues apace, driving in turn the ongoing development of the global knowledge economy, striving for solutions to the world’s problems and educating a next generation of leaders and contributors."
Get job alerts
Create a job alert and receive personalized job recommendations straight to your inbox.
Create alert