Service Support Specialist - Grade 6

Working as part of IT Services as a specialist in Service Ownership and Application support, the role holder will be the service owner and support lead for a range of live applications and services that University staff and students are dependent on.

Responsible for supporting a range of core desktop and cloud applications, undertaking incident management, investigating problems, and scheduling\\implementing upgrades and new releases. The role holder will attend service reviews with key stakeholders, and create knowledge articles, support documentation and training materials.

This role also serves as the primary point of contact for Senior Officer support, responsible for triaging and managing incidents and service requests. This will involves resolving issues directly or coordinating with appropriate teams across IT Services to ensure timely and effective support for the University’s Senior Leadership Team.

Educated to degree level or possessing equivalent professional qualifications or experience, with a background in supporting desktop and cloud-based application, preferably within an academic environment.

Given the nature of the role, a strong customer-focused mindset is essential. There will be an expectation to adopt a continuous improvement approach, ensuring all processes and procedures are fully documented and consistently applied.

The Service Support Specialists are accountable to the 2nd line Technical\\Customer Support Services Team Lead and will collaborate closely with all other teams within IT Services.

This is a permanent full-time post, working hours 35 hours per week.

This role maybe eligible for sponsorship under the Skilled Worker route, however will depend on the applicants circumstances at the time of application in line with the Skilled Worker Criteria.  For any queries, please contact staffimmigration@liverpool.ac.uk quoting the Job reference number.

Commitment to Diversity

The University of Liverpool is committed to enhancing workforce diversity. We actively seek to attract, develop, and retain colleagues with diverse backgrounds and perspectives. We welcome applications from all genders/gender identities, Black, Asian, or Minority Ethnic backgrounds, individuals living with a disability, and members of the LGBTQIA+ community.

For full details and to apply online, please visit: recruit.liverpool.ac.uk

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