Service Desk Technician (G4)

The University

At Durham University we are proud of our people. A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other. Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer. We would be thrilled if you would consider joining our thriving University. Further information about the University can be found .

The Role and the Department

The Computing and Information Services (CIS) has an annual operational budget in the order of £10m, multi-million-pound programmes of change within year, and approximately 140 staff who are predominately based at the Durham University campus. The Senior Leadership Team report directly to the Chief Information Officer with the following portfolios: Strategy and Change; Operations; and Information Systems. CIS provide academic, teaching and administrative services across the organisation that underpin the day-to-day activities of the whole organisation.

Recent infrastructure improvements include investment in a new network backbone, including new cable runs throughout the city to all of the Universities core buildings, new scalable user facing storage, and a new hosting environment. Corresponding business led investment also continues to be made with a new Oracle Enterprise Resource Planning suite, investment in research administration, and maximising the breadth of opportunities available to the University through Office365, alongside numerous other important initiatives.

CIS is a friendly, but demanding department, where much is expected and can be achieved by competent, self-motivated individuals who are demonstrable in their team work ability.

The Role

As a Service Desk Technician you will act as first line support for University Staff, Student, and Visitor IT users, through all appropriate contact channels (Self Service, Telephone, Email, In person) to fulfil requests, provide support and resolve incident and problems.

The Service Desk Technician will be expected to provide effective, high quality, responsive, customer focused support to all users of University IT in a timely and professional manner. The post holder will have a willingness to develop new technical competencies and an ability to be flexible and work extended hours if required.

Specifically the Service Desk Technician will have a good level of understanding of the following areas:

• Operating Systems (Including but not limited to Windows 10, Linux and Mac OS).
• Desktop Software (Including but not limited to products such as Word, Excel, Outlook, PowerPoint, Skype.
• Specialist AV equipment including video conferencing and lecture capture and streaming.
• Multi-Function Devices and Desktop Printers.
• Remote administration and software distribution tools.
• Network troubleshooting.
• Mobile and tablet support.
• Hardware, software and device configuration to support accessibility.
• IT Applications and technology to support staff and students with disabilities.

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