Senior Service Desk Engineer

Full Time (37 hours, 1 FTE)

Location: Birmingham Campus

The Institute of Inner-City Learning is seeking to appoint a Senior Service Desk Engineer at its Birmingham Campus.

THE ROLE

The post holder will be required to oversee the workloads of the IT team based in Birmingham and take independent steps to ensure a consistently optimised service delivery. The post holder will also have responsibility for ensuring that all IT team members based in Birmingham make efficient and appropriate use of IT ticketing systems and provide high-quality end-user assistance.

MAIN DUTIES

Procurement & Deployment

• Take responsibility for the development and implementation of networking projects and new technology installations
• Conduct research on network and desktop products in support of PC procurement and development efforts
• Help to identify and procure Service Desk software for internal staff and external clients
• Contribute to research on emerging products, services, protocols, and standards in support of Service Desk technology procurement and development efforts

Operational

• Manage the processing of tickets to the local Service Desk via the IT Service Desk software, walk-ups and emails to ensure courteous, timely and effective resolution of end user issues; this will include allocating tickets to appropriate colleagues
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self- sufficiency
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
• Develop, implement and administer Service Desk staff training procedures and policies for the Birmingham campus
• Perform on-site analysis, 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 providing detailed fault and resolution details

REQUIREMENTS

You should have:

• A good level of general education
• Excellent customer service skills
• Previous experience of using IT Service Desk software to log issues/requests
• Previous experience in providing supervisory support to a technical team
• Excellent knowledge of all major operating systems
• Excellent working knowledge of Network and PC hardware, and AV equipment and associated software tools
• Working technical knowledge of current network protocols, operating systems, and standards

Please view the Job Description for further details, where you will also find a list of the essential and desirable ‘Person Specification’ criteria.

BENEFITS

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

• Generous Annual leave entitlement of 28 days annual leave per year (plus 8 bank holidays & 4 University closure days).
• Competitive pay and pay progression
• Pension scheme membership from USS to provide benefits for you and your family, with an employer contribution of 22%

HOW TO APPLY

Please note, this application process does not include the option to submit a CV. Therefore, your application will be assessed based on your answers to the application questions only and, in particular, your Supporting Statement.

Closing date: Wednesday 6^th June 2024, at 11:59 pm

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