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Service Desk Support Officer

Queen Mary University of London - IT Services

Location: London
Salary: £29,642 per annum inclusive of London Allowance
Hours: Full Time
Contract Type: Fixed-Term/Contract
Placed On: 31st January 2023
Closes: 13th February 2023
Job Ref: QMUL31896
 

We are seeking to appoint a Service Desk Officer to provide first line IT support on a 3 month fixed term contract basis.

Essential requirements for this post include a high level of customer service skills, ability to prioritise a varied workload and meet deadlines, demonstrable experience working with a wide range of hardware and software including operating systems (Win/Mac/Linux). Experience in a similar or related role within an ITIL compliant organisation is required. Applicants must show experience of team and independent working. An essential requirement of this role will be the ability to undertake shift working. The shift working patterns are either 7am to 3pm, 9am to 5pm or 11am to 7pm.

The successful applicant will be required to:

  • Deliver best in class Customer Service with Customer Satisfaction as the driver
  • Respond to and resolve customer IT requests and incidents
  • Investigate and resolve complex queries
  • Deliver to defined Service Levels Agreements (SLAs) and Key Performance Indicators (KPIs)
  • Use initiative to plan immediate work priorities and react to changing priorities
  • Be an escalation point for other team members
  • Actively undertakes to improve on own and colleagues’ knowledge and skills to support the ever-changing IT service landscape and continually improve service
  • Produce & review process documentation
  • This role will require applicants to be able to undertake shift working.

The post is based at Department W, on Mile End Road, London. It is full-time, 3 month fixed-term contract. Starting salary will be Grade 3, £29,642 per annum inclusive of London Allowance

We offer competitive salaries, access to a generous pension scheme, 30 days’ annual leave, a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, and campus facilities including an on-site nursery at the Mile End campus

We particularly welcome applications from people who identify as women as this group is underrepresented at this level at Queen Mary.

Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006. Where required this may include entry clearance or continued leave to remain under the Points Based Immigration Scheme.

Informal enquiries should be addressed to Rob Walters at rob.walters@qmul.ac.uk

Details about the department can be found at www.its.qmul.ac.uk

Application enquiries can be directed to humanresources@qmul.ac.uk

To apply for the role, please click the ‘apply’ button.

Closing Date: 13 February 2023

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