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Senior End User Support Technicians

University of Westminster - Information Systems and Support (ISS)

Location: London
Salary: £39,236 to £44,617 Grade NG5, per annum (incl. LWA)
Hours: Full Time
Contract Type: Fixed-Term/Contract
Placed On: 20th February 2024
Closes: 10th March 2024
Job Ref: 50068509

The Two posts are full time and fixed-term for 12 months, working 35 hours per week.

We are looking to recruit talented and self-motivated individuals to join our Service Management team as Senior End User Support Technicians. The posts will be based in our teams at Regent and New Cavendish street Sites. The roles will be focused on providing technical support to both academic, professional services colleagues, as well as students. You will be responsible for dealing with day to day operational workload of second line Service Desk tickets logged by our service users. Requests range from deploying hardware and software to users, troubleshooting any issues they may encounter whilst using applications and different hardware peripherals. 

You will also respond to requests relating to the support for all specialist AV classroom and teaching systems, providing information to enable problem resolution and promptly allocate unresolved calls as appropriate. Liaise with suppliers regarding specifications and suitability of AV and multimedia equipment. Take a lead role in scheduling installation works, liaising with all concerned to ensure that priorities are met and disruption to users is minimised. Maintain adequate stocks, or otherwise plan for service resilience, to ensure that service level targets are met and exceeded.

You will need to be good at building rapport with users and providing an excellent customer service while prioritising your workload in a demanding environment. You should be able to work under pressure with stakeholders at different levels while following our Service Operation processes and best practices. An essential part of our service delivery is to maintain satisfactory service level agreements within our departments.

We are looking for technicians who will be capable of coaching and mentoring junior colleagues technically as part of our continuous service improvement. You would need to be able to problem solve in order to contribute to resolving underlying problems, recognise and make recommendations for enhancements to Problem Management. You should also have the ability to coordinate technical tasks with competence as part of university-wide projects.

Knowledge of the Windows 10 environment and Mac OS systems is essential and very crucial to this role. Excellent communication, customer service and inter-personal skills are very important as we pride in our service offering to customers. As a department we value our customer experience because it’s at the core of our operational focus.

The successful candidates will have the opportunity to work on exciting projects within the university and ensure Westminster leads the way in Higher Education. The role provides opportunities for personal development and training as well as an exciting opportunity for someone who wants to develop their IT skills to an advanced level, while working in a supportive, professional and friendly environment. The successful candidates will promote a culture and environment where our staff and students are at the heart of all we do.

To apply for this vacancy please click 'Apply' above.

Further information can be found in the job description and person specification, which can be accessed through this link too.

At the University of Westminster, diversity, inclusion and equality of opportunity are at the core of how we engage with students, colleagues, applicants, visitors and all our stakeholders.

Closing date: midnight on: 10 March 2024

Interviews are likely to be held on: 18 March 2024

Administrative contact (for queries only): Recruitment@westminster.ac.uk

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