IT Service Desk Engineer

Swansea/Carmarthen/Lampeter Campus, but will be required to work at all campuses as necessary

- ABOUT US -

The University of Wales Trinity Saint David (UWTSD) is an employment-focused university, dedicated to ensuring students from diverse backgrounds develop the academic knowledge and practical skills to thrive.

We placed 13th for teaching quality in The Times and The Sunday Times Good University Guide 2022 and 8th in the UK for ‘Social Inclusion’ in this league table this year.

We are now looking for a IT Service Desk Engineer to join our Swansea campus on a full time permanent basis working 37 hours per week.

- THE ROLE –

The role of Service Desk Engineer is to provide 1st and 2nd line IT support for end users to receive support and maintenance within the University’s desktop computing environment such as in-house computer systems, desktops, laptops, peripherals, AV equipment and translation equipment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment whilst ensuring optimal workstation performance.

An essential part of your role will be to log requests and incidents via the IT Service Desk system and provide end-user assistance (in person, by telephone, or via e-mail) in a timely and accurate fashion.

You will be expected to work effectively and proactively without supervision, as well as provide appropriate support and guidance to junior members of the team.

The main duties of the post will be:

Procurement & Deployment

• Support development and implementation of networking projects and new technology installations
• Conduct research on desktop products in support of PC procurement and development efforts

Operational

• Apply working knowledge of theory & practice to perform on-site troubleshooting, diagnosis, and resolution of complex PC and AV problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance via the IT Service Desk software
• Recommend, schedule, and perform PC/Network, hardware and peripheral equipment improvements, upgrades, and repairs
• Accurately document instances of hardware failure, repair, installation, and removal
• Demonstrate continuous specialist development by acquiring relevant skills and competencies in order to support development and implementation of new computer projects and new hardware installations
• Monitor and test network performance and provide network performance statistics and reports
• Provide guidance and knowledge sharing with team members on technical issues as appropriate
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations
• Receive and respond to incoming calls, tickets, and/or e-mails regarding desktop and network problems via telephone, tickets, and e-mail, ensuring courteous, timely, and effective resolution of end user issues
• Provide in-person IT support via the IT Service Desk walk-up desk’s
• As required, provide telephone support cover for the Central Service Desk Team, in order to maintain the IT Service Delivery Department's support provision
• Provide technical support to staff and students on the University’s VLE (Virtual Learning Environment) system including module and plagiarism software support
• Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports
• Maintain an accurate and up-to date inventory of all desktops, laptops, monitors, keyboards, hard drives and other peripheral equipment
• When required, install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels
• Plan, organise and prioritise own work and resources in order to achieve agreed goals
• Collaborate with other team members to ensure efficient operation of the University’s PC and network environments
• Working technical knowledge of current protocols, operating systems, and standards
• To support specific academic events such as conferences, seminars and other special events as directed
• Create technical guides and knowledge base articles for IT systems, processes and procedures, as well as ensuring they are kept up to date
• Liaise with third-party support and PC equipment vendors
• Support the transportation of IT equipment including the setting up and dismantling of physical hardware
• Ensure that IT Service Delivery areas are organised and well-maintained working environments

Please view the Job Description for further details and to find a list of the essential and desirable ‘Person Specification’ criteria.

- ABOUT YOU -

To be considered as a IT Service Desk Engineer you will need:

• Good general level of education.
• Excellent customer service skills
• Previous experience in providing high quality technical support
• Good working knowledge of PC hardware, Software and basic network environments

Good working knowledge of AV equipment and associated software tools

The following would be beneficial to your role:

• BTEC or equivalent in a computer-related discipline
• Previous experience of AV support in an academic environment
• Previous experience of using IT Service Desk software to log issues/requests and ITIL
• Previous experience of working in Higher Education
• Ability to communicate through the medium of Welsh (oral and written).

- BENEFITS -

• Annual leave entitlement is 28 days’ annual leave per year, plus 8 bank holidays and 4 University closure days

Our employees get access to a great pay and benefits package in recognition of their valued contribution including:

• Good pay and conditions; as an accredited living wage employer, we offer competitive pay
• Pension scheme membership from USS to provide benefits for you and your family
• Family-friendly policies that provide for flexible working, including additional paid maternity and paternity leave
• Career and development opportunities, including support to gain further qualifications
• Support for mental health and wellbeing, including occupational health and counselling support services
• Staff discounts on a range of products and services
• Travel schemes, including the cycle to work scheme

So, if you’re seeking to play a key role in our university as a IT Service Desk Engineer please apply via the button shown.

Your application will be assessed based on your answers to the application questions only and, in particular, your Supporting Statement. Please ensure you provide explicit examples on how you meet the essential criteria in your supporting statement.

Please note, this application process does not include the option to submit a CV.

Closing date: 21 Feb 2023, 11:59pm