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Support Technician (Teaching Side Support)

London School of Economics and Political Science - Data & Technology Services (DTS)

Location: London
Salary: £29,935 to £33,104 pa inclusive with potential to progress to £35,441 pa inclusive of London allowance
Hours: Full Time
Contract Type: Permanent
Placed On: 9th February 2024
Closes: 8th March 2024

LSE is committed to building a diverse, equitable and truly inclusive university

Salary from £29,935 to £33,104 pa inclusive with potential to progress to £35,441 pa inclusive of London allowance

The London School of Economics is a cosmopolitan university situated in the vibrant centre of London that specialises in the study of social sciences.

LSE’s Data and Technology Services division provides services to over 10,000 staff and student users.

The role will involve being a first point of contact for AV related incidents arising across the LSE teaching spaces to the Teaching Side Support team, they should seek to resolve colleague’s enquiries as effectively as possible whilst providing a warm, pragmatic and welcoming customer service experience. The role is supported by the teams support mailbox, AV support numbers, the AV daily workload scheduler and the service desk management system, Cherwell. It requires monitoring and responding to support requests efficiently, ensuring tickets are logged into the team’s daily workload scheduler, and so it requires a disciplined approach to recording and administering requests to ensure they are properly documented which will help others in the team or the division in progressing them.    

Candidates will:

  • Ensure all support calls from all colleagues are handled effectively within SLAs, maintaining a high degree of customer service when responding to and resolving calls.
  • Ensure communication with colleagues both staff and students is effective, informative and pragmatic, including escalating concerns and issues through line swiftly and effectively to ensure that colleagues receive the best possible customer service including how we handle exceptions.
  •  Perform morning rounds on the teaching spaces they look after including reporting cleaning/maintenance and requirements of room set up to others in the facilities areas.
  • Diagnose and provide basic troubleshooting for faults reported with network problems, specialist applications including teaching, learning and MIS applications, and to refer calls to colleagues in IT Services if necessary.

Candidates should

  • Be able to communicate technical information in a non-complex manner and provide user training in person and over the phone
  • Be able to escalate issues appropriately when outside of technical knowledge or when they become critical in nature
  • Have the capability for developing technical skills
  • Be calm under pressure and able to ask for support when needed.

Core hours are 10:30am -18:30pm; but shift work will be expected.

We offer an occupational pension scheme, generous annual leave, hybrid working, and excellent training and development opportunities.

For further information about the post, please see the how to apply document, job description and the person specification.

To apply for this post, please click the 'Apply' button above. If you have any technical queries with applying on the online system, please use the “contact us” links at the bottom of the LSE Jobs page. Should you have any queries about the role, please email dts.admin@lse.ac.uk  

The closing date for receipt of applications is 08 March 2024 23.59 UK time. Regrettably, we are unable to accept any late applications.

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