IT Campus Customer Support L2

About the Role
We are seeking to appoint two experienced and enthusiastic Campus Support Technicians L2 to provide first/second line IT support.

Essential requirements for this post include a high level of customer service skills, ability to prioritise a varied workload and meet deadlines, demonstrable experience working with a wide range of hardware and software.

About You
The Successful applicant will be required to:

• Deliver best in class Customer Service with Customer Satisfaction as the driver.
• Respond to and resolve customer IT requests and incidents.
• Diagnose and fix all desktop equipment from PCs, tablets, laptops, audio visual equipment, Apple Macs, Unix workstations, telephones, and other peripheral devices.
• Work in collaboration with other site teams to ensure College wide services are fully supported and maintained.
• Investigate and resolve complex queries.
• Deliver to defined Service Levels Agreements (SLAs) and Key Performance Indicators (KPIs).
• Use initiative to plan immediate work priorities and react to changing priorities.
• Be an escalation point for other team members.
• Shift work may be required.
• Onsite and some travel might be required.
• Produce and review process documentation.
• Be flexible, approachable and willing to learn.

About the Department
IT Services department at the University encompasses a range of services including project management, infrastructure support, application development, technical assistance, research, and relationship/account management for both staff and students. The University acknowledges the importance of investing in IT to meet the expectations of its stakeholders and maintain success in the Higher Education sector. 

About Queen Mary
At Queen Mary University of London, we believe that a diversity of ideas helps us achieve the previously unthinkable.

Throughout our history, we’ve fostered social justice and improved lives through academic excellence. And we continue to live and breathe this spirit today, not because it’s simply ‘the right thing to do’ but for what it helps us achieve and the intellectual brilliance it delivers.

We continue to embrace diversity of thought and opinion in everything we do, in the belief that when views collide, disciplines interact, and perspectives intersect, truly original thought takes form.

Benefits
We offer competitive salaries, access to a generous pension scheme, 30 days’ leave per annum (pro-rata for part-time/fixed-term), a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, campus facilities and flexible working arrangements.

Queen Mary’s commitment to our diverse and inclusive community is embedded in our appointments processes. Reasonable adjustments will be made at each stage of the recruitment process for any candidate with a disability. We are open to considering applications from candidates wishing to work flexibly.

Valuing Diversity & Committed to Equality

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