Desktop Support Officer

About us

UCL is London’s global university. LCCOS – Library, Culture, Collections and Open Science – provides outstanding staff, services and resources to support the world-class research, education and enterprise that is undertaken in UCL, and connects the world with UCL through innovative programming and engagement activities. LCCOS is acknowledged as an international leader in Open Science and Scholarship. The LCCOS family comprises 3 museums and allied object collections, 14 libraries, the UCL Student Centre, Special Collections facilities, multiple additional learning spaces, the Bloomsbury Theatre and a substantial off-site storage facility. We also provide comprehensive services to healthcare staff through our partnerships with 6 NHS Trusts. LCCOS holds the UK Customer Service Excellence (CSE) Award, The National Archives (TNA) Archives Service Accreditation, and Arts Council England Museum Accreditation. The combined staff in UCL LCCOS totals around 440.

About the role

The Digital Services Team oversees the delivery of digital services for Library, Culture, Collections & Open Science (LCCOS) staff and customers, in the context of excellent customer service. Technical maintenance, support and development of these services is the responsibility of the UCL Information Services Division, and the Digital Services Team acts as the main point of operational liaison with ISD, representing the business needs and service priorities of LCCOS. This requires effective liaison with service teams across LCCOS. In addition, the Team is responsible for supporting LCCOS-specific desktop hardware and software. This is a full-time post, which, in liaison with ISD, provides predominantly first-line desktop hardware and software support for the Desktop@UCL workstations of over 400 LCCOS staff. The post holder is also responsible for supporting a smaller estate of non-managed LCCOS devices, including enabling network connectivity, c onfiguration of supplier software and oversight of operating system maintenance and security. Additional responsibilities include keeping precise records of support calls, ordering, maintaining an accurate hardware and software inventory and evaluating and advising on new developments which may be of relevance to the delivery of IT services within LCCOS.Manual handling is required to carry out this role. Training will be provided Previous experience of working in an academic environment is desirable, but not essential. Please note that applications from candidates with strong informal but demonstrable technical knowledge and experience will be considered.This is an on-campus role. It is not suitable for regular remote working. This role does not meet the eligibility requirements for a Skilled Worker Visa certificate of sponsorship under UK Visas and Immigration legislation. Therefore, UCL will not be able to sponsor individuals who require right to work in the UK to carry out this r ole. This appointment is subject to UCL Terms and Conditions of Service for Research and Professional Services Staff. Please visit https://www.ucl.ac.uk/human-resources/conditions-service-research-teaching-and-professional-services-staff for more information.

About you

The successful candidate will possess a good knowledge of PC hardware and peripherals, including experience of resolving hardware problems and installing hardware, experience of providing IT support to colleagues or customers and confidence in using information technology across a range of software applications and devices. The ability to communicate effectively and professionally with colleagues at all levels within UCL is also required, as is being able to work individually or as part of a team, being able to prioritise own workload, having excellent attention to detail and being committed to a high level of customer service.

Customer advert reference: B25-00258

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