Collaboration Tools Specialist

The University and UIS

University Information Services (UIS) provides the digital infrastructure, business information, and computing services at the heart of one of the world's top universities. The University of Cambridge has a bold ambition to use digitalisation to transform education and research. UIS's developers, designers, testers, analysts, and support staff are leading this exciting work.

The role

The Collaboration Tools Team in UIS Infrastructure is responsible for the University's central Microsoft Office 365 tenancy.

The Collaboration Tools Specialist will be responsible for providing second-line support for the Office 365 suite, working closely with the backline engineers in the Collaboration Tools team and the frontline UIS Service Desk to support the 60,000 users of our tenancy.

What you will do

The main aspects of this role are:

• Dealing with incidents & service requests using the Service Desk IT Service Management tool
• Assisting in the creation & updating of documentation for a variety of audiences
• Actively looking for service improvements to improve the customer experience
• Assisting in the management of licensing in the Office 365 environment
• Providing best practise guidance to users.

What you will need

• Experience of supporting Office 365 including experience of using the various admin centres and using PowerShell.
• Experience of working together with a wide range of technical teams.
• A passion for customer service, developing trust and experience explaining technical matters to non-technical staff.
• Strong and supportive customer facing skills, able to build confidence across our customer base.
• Strong troubleshooting and problem-solving skills, being able to navigate challenges and owning them through to resolution.
• Self-motivation and organisation proficiency, taking a positive approach to challenges.
• A willingness to review and challenge the established thinking together with colleagues from across UIS.
• A desire to learn and grow the role.

The benefits

You can expect to receive:

• a competitive salary with automatic service-related progression and annual cost-of-living increases
• a generous annual leave allowance of 41 days per year (including bank holidays)
• access to a hybrid pension scheme with attractive employer contributions
• access to a range of shopping and travel discounts through the Cambens scheme.

We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements.

We particularly welcome applications from women and candidates from a BME background for this vacancy as they are currently under-represented at this level in our institution.

To apply online for this vacancy and to view further information about the role, please click the apply button above.

If you have any queries about this position, please contact Tara Jeffery via email: tj260@cam.ac.uk.

The closing date for applications is 11 September 2024

Please quote reference VC43001 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

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