Digital Services Helpdesk Coordinator

The Digital Services team within the University Library is seeking to appoint a highly proactive, persuasive, and enthusiastic IT Helpdesk Coordinator. This team plays a key role in building, maintaining, and supporting existing and future key business services and systems for the university libraries.

We are a friendly and lively team committed to delivering excellent services to our users. And though the name and reputation of Cambridge are known worldwide, you will find it a welcoming place to work where your experience will be recognised and valued.

Role Responsibilities:

• Leading the IT Helpdesk Team, offering necessary direction, support, and guidance.
• Delivering first and second-line IT support both remotely and on-site.
• Acting as part of the team for initial contact for any IT issues and problems encountered by users.
• Proactively assigning support tickets and communicating and coordinating across the division.
• Shaping the way in which IT support is provided, thriving for an excellent, effective and efficient customer service experience.
• Identifying and implementing improvements to procedures and standards for customer service and service desk processes.

The ideal candidate should:

• Have previous experience working in an IT helpdesk or IT support services environment, understanding incident and problem management life cycles.
• Be able to take the initiative to plan immediate work priorities and react swiftly to changing priorities, ensuring that there is an immediate and appropriate response to service requests raised.
• Be able to manage and prioritise tasks when working independently or in a team as required.
• Be able to communicate clearly on a wide range of technical issues with users at all levels.
• Have exceptional troubleshooting skills to resolve routine and complex technical issues
• Have a good, up-to-date working knowledge of computer hardware, and software, including the support and management of desktop systems operating in a client-server environment, Microsoft Server Administration, Active Directory, Group Policy and Microsoft 365.
• Working knowledge of Mac OS X would be advantageous.
• Be self-motivated with excellent problem-solving and analytical skills.
• Be keen to develop and maintain their own IT skill.

Hours of work: Full time, 37 hours per week, Monday-Friday.

This is an on-site-based role. We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements.

Informal enquiries are welcomed and should be directed to Merina Tuladhar, IT Manager Email: ds-recruitment@lib.cam.ac.uk We particularly welcome applications from candidates from a BME background for this vacancy as they are currently under-represented at this level in our institution.

The closing date for applications 4th October 2024 Interviews are expected to take place in the week commencing TBC

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

Please quote reference VE43204 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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