Support Technician (Teaching Side Support)

LSE is committed to building a diverse, equitable and truly inclusive university 

Data & Technology Services (DTS) 

Support Technician (Teaching Side Support) 

Salary from £32,435 to £35,554 pa inclusive with potential to progress to £37,891 pa inclusive of London allowance 

The London School of Economics is a cosmopolitan university situated in the vibrant centre of London that specialises in the study of social sciences. 

LSE’s Data and Technology Services division provides services to over 10,000 staff and student users. 

This is an entry opportunity to develop within an IT career. Knowledge and experience of the technologies mentioned is desirable but not essential if you are willing and able to learn – we can teach you.  

The role will involve being a first point of contact for AV related incidents arising across the LSE teaching spaces to the Teaching Side Support team, they should seek to resolve colleague’s enquiries as effectively as possible whilst providing a warm, pragmatic and welcoming customer service experience. The role is supported by the teams support mailbox, AV support numbers, the AV daily workload scheduler and the service desk management system, Cherwell. It requires monitoring and responding to support requests efficiently, ensuring tickets are logged into the team’s daily workload scheduler, and so it requires a disciplined approach to recording and administering requests to ensure they are properly documented which will help others in the team or the division in progressing them.   

Some duties and responsibilities of the role are: 

• Ensure all support calls from all colleagues are handled effectively within SLAs, maintaining a high degree of customer service when responding to and resolving calls.
• Ensure communication with colleagues both staff and students is effective, informative and pragmatic, including escalating concerns and issues through line swiftly and effectively to ensure that colleagues receive the best possible customer service including how we handle exceptions.
• Perform morning rounds on the teaching spaces they look after including reporting cleaning/maintenance and requirements of room set up to others in the facilities areas.
• Diagnose and provide basic troubleshooting for faults reported with network problems, specialist applications including teaching, learning and business applications, and to refer calls to colleagues in Data & Technology Services (DTS) if necessary. 

Candidates should have:

• Able to communicate technical information in a non-complex manner and provide user training in person and over the phone
• Can gather effective diagnostic information for escalation of technical issues and maintain an interest in resolutions for self-improvement
• Evidence of capability for developing technical skills 

Core hours are 10:00-18:00; but shift work will be expected. 

We offer an occupational pension scheme, generous annual leave, hybrid working, and excellent training and development opportunities. 

For further information about the post, please see the how to apply document, job description and the person specification via the 'Apply' button above. 

To apply for this post, please click on the 'Apply' button above. If you have any technical queries with applying on the online system, please use the “contact us” links at the bottom of the LSE Jobs page. Should you have any queries about the role, please email dts.admin@lse.ac.uk   

The closing date for receipt of applications is 29 June 2025 23.59 UK time. Regrettably, we are unable to accept any late applications.

Advert information