IT Solutions Assistant
Surrey | Contract, full-time| £200 - £250 per day
IT Solutions Assistant This contract is lasting 5 weeks starting on Monday 3rd October across three different sites across East London.
We are looking for forward-thinking, innovative, curious, high-energy, self-aware people who are passionate about making a positive difference and who will thrive in an inclusive and diverse community who are never not moving forwards.
JOB PURPOSE:
The primary purpose of the role is to provide technical support to users of our services, predominantly Audio-visual systems within learning spaces, Windows based applications and the PC estate supporting them. Working to industry best practice, providing a one‐stop support provision for end user requests. This will involve triage, analysis and resolution of incidents and service requests in relation to software, hardware and Audio Visual, raised by users both face-to-face and via telephone and remote access.
The Service Support Team ensure UEL’s students and staff receive the highest quality experience through onsite and remote support. This includes the provision and support of University Software, hardware and systems including University supplied desktops, laptops, and tablets with operating systems including Windows, Mac OS X, Android and IOS based services.
Reporting to the Service Manager, the role holder will have responsibility for the operational delivery of support services, actively contributing to the achievement of customer satisfaction by meeting SLA/OLA targets.
MAIN DUTIES AND RESPONSIBILITIES IT Solutions Assistant:
· To act as a single point of contact for IT Services, providing incident and service request resolution, predominantly face to face and at first line, for a wide range of supported systems including AV equipped learning spaces, Printing, Microsoft applications and assistance with user account issues.
· Operating to defined service levels and ITIL best practice, use service management systems to log, update and monitor the progress of incidents and service requests and take action to resolve or escalate to second and third line as appropriate
· To participate in campus-based hardware, software or systems deployment and rollout programmes according to Change Management best practice, ensuring that any asset and configuration information is recorded and updated as required
· Record and document Service Desk requests and fault‐solving processes, including all decisions made, and actions taken, through to final resolution or point of escalation.
· Apply diagnostic tools to aid with troubleshooting.
· Perform post‐resolution follow ups with users to ensure satisfactory completion of requests
· Assist with the maintenance of help sheets and FAQ lists for end users to be published through the self‐service knowledge base
· To participate in cross campus projects as required
· To assist in the upkeep of the physical environments for which the Support Services team has ownership / responsibility
· To utilize information sources including resources on the Internet/Intranet to aid in incident resolution
· To participate, ensuring that sufficient resources are deployed at all times to all areas accommodating UEL’s teaching and learning schedules, to maintainin an optimum level of service support.
· To ensure that a professional, customer focused approach is adopted at all times
· To be flexible in supporting all Service Delivery requirements as and when necessary, including participation in rota cover for evenings and weekends when required
· To undertake any other duties commensurate with the grade as required by the Director, Head of Service Management and/or their delegated representatives
· The role will require a flexible and agile approach to working patterns and environments. This will include working from home, or at any UEL site within the UK, including travel between sites where necessary.
JOB PURPOSE:
The primary purpose of the role is to provide technical support to users of our services, predominantly Audio-visual systems within learning spaces, Windows based applications and the PC estate supporting them. Working to industry best practice, providing a one‐stop support provision for end user requests. This will involve triage, analysis and resolution of incidents and service requests in relation to software, hardware and Audio Visual, raised by users both face-to-face and via telephone and remote access.
The Service Support Team ensure UEL’s students and staff receive the highest quality experience through onsite and remote support. This includes the provision and support of University Software, hardware and systems including University supplied desktops, laptops, and tablets with operating systems including Windows, Mac OS X, Android and IOS based services.
Reporting to the Service Manager, the role holder will have responsibility for the operational delivery of support services, actively contributing to the achievement of customer satisfaction by meeting SLA/OLA targets.
MAIN DUTIES AND RESPONSIBILITIES:
· To act as a single point of contact for IT Services, providing incident and service request resolution, predominantly face to face and at first line, for a wide range of supported systems including AV equipped learning spaces, Printing, Microsoft applications and assistance with user account issues.
· Operating to defined service levels and ITIL best practice, use service management systems to log, update and monitor the progress of incidents and service requests and take action to resolve or escalate to second and third line as appropriate
· To participate in campus-based hardware, software or systems deployment and rollout programmes according to Change Management best practice, ensuring that any asset and configuration information is recorded and updated as required
· Record and document Service Desk requests and fault‐solving processes, including all decisions made, and actions taken, through to final resolution or point of escalation.
· Apply diagnostic tools to aid with troubleshooting.
· Perform post‐resolution follow ups with users to ensure satisfactory completion of requests
· Assist with the maintenance of help sheets and FAQ lists for end users to be published through the self‐service knowledge base
· To participate in cross campus projects as required
· To assist in the upkeep of the physical environments for which the Support Services team has ownership / responsibility
· To utilize information sources including resources on the Internet/Intranet to aid in incident resolution
· To participate, ensuring that sufficient resources are deployed at all times to all areas accommodating UEL’s teaching and learning schedules, to maintainin an optimum level of service support.
· To ensure that a professional, customer focused approach is adopted at all times
· To be flexible in supporting all Service Delivery requirements as and when necessary, including participation in rota cover for evenings and weekends when required
· To undertake any other duties commensurate with the grade as required by the Director, Head of Service Management and/or their delegated representatives
· The role will require a flexible and agile approach to working patterns and environments. This will include working from home, or at any UEL site within the UK, including travel between sites where necessary.
PERSON SPECIFICATION
Reporting to the Service Manager, the role holder will have responsibility for the operational and delivery of support services to end actively contributing to the achievement of customer satisfaction through SLA/OLA targets.
EDUCATION, QUALIFICATIONS AND ACHIEVEMENTS:
Essential criteria
• Degree (A/C) And/Or
• Experience in a similar role within the Education Sector (A/I)
Desirable criteria
• Knowledge of ITIL framework.
KNOWLEDGE AND EXPERIENCE:
Essential criteria
§ Must be able to demonstrate a working knowledge of current IT and Audio-Visual technologies and be able to provide initial service support for these technologies (A/T/I)
§ Have experience of the delivery of excellent customer service, and be able to demonstrate the key success factors associated with this (A/I)
§ Have a basic knowledge of ITIL principles and processes
· Must be conversant with the use and support of Audio-Visual systems associated with Learning spaces, PC hardware, Microsoft operating systems and related core software. (A/T)
Desirable criteria
Be conversant with the use and support of MAC operating systems and hardware. (A/I)
Experience of Microsoft Office 365 services including Teams and OneDrive (A/I)
ANALYSIS AND RESEARCH
Use ITSM tools to monitor own workflow, use a variety of information sources to aid in the resolution of incidents and service requests (A/I)
COMMUNICATION
The ability to produce documentation to assist customers in achieving support through self-service (A/I)
We are looking for forward-thinking, innovative, curious, high-energy, self-aware people who are passionate about making a positive difference and who will thrive in an inclusive and diverse community who are never not moving forwards.
JOB PURPOSE:
The primary purpose of the role is to provide technical support to users of our services, predominantly Audio-visual systems within learning spaces, Windows based applications and the PC estate supporting them. Working to industry best practice, providing a one‐stop support provision for end user requests. This will involve triage, analysis and resolution of incidents and service requests in relation to software, hardware and Audio Visual, raised by users both face-to-face and via telephone and remote access.
The Service Support Team ensure UEL’s students and staff receive the highest quality experience through onsite and remote support. This includes the provision and support of University Software, hardware and systems including University supplied desktops, laptops, and tablets with operating systems including Windows, Mac OS X, Android and IOS based services.
Reporting to the Service Manager, the role holder will have responsibility for the operational delivery of support services, actively contributing to the achievement of customer satisfaction by meeting SLA/OLA targets.
MAIN DUTIES AND RESPONSIBILITIES IT Solutions Assistant:
· To act as a single point of contact for IT Services, providing incident and service request resolution, predominantly face to face and at first line, for a wide range of supported systems including AV equipped learning spaces, Printing, Microsoft applications and assistance with user account issues.
· Operating to defined service levels and ITIL best practice, use service management systems to log, update and monitor the progress of incidents and service requests and take action to resolve or escalate to second and third line as appropriate
· To participate in campus-based hardware, software or systems deployment and rollout programmes according to Change Management best practice, ensuring that any asset and configuration information is recorded and updated as required
· Record and document Service Desk requests and fault‐solving processes, including all decisions made, and actions taken, through to final resolution or point of escalation.
· Apply diagnostic tools to aid with troubleshooting.
· Perform post‐resolution follow ups with users to ensure satisfactory completion of requests
· Assist with the maintenance of help sheets and FAQ lists for end users to be published through the self‐service knowledge base
· To participate in cross campus projects as required
· To assist in the upkeep of the physical environments for which the Support Services team has ownership / responsibility
· To utilize information sources including resources on the Internet/Intranet to aid in incident resolution
· To participate, ensuring that sufficient resources are deployed at all times to all areas accommodating UEL’s teaching and learning schedules, to maintainin an optimum level of service support.
· To ensure that a professional, customer focused approach is adopted at all times
· To be flexible in supporting all Service Delivery requirements as and when necessary, including participation in rota cover for evenings and weekends when required
· To undertake any other duties commensurate with the grade as required by the Director, Head of Service Management and/or their delegated representatives
· The role will require a flexible and agile approach to working patterns and environments. This will include working from home, or at any UEL site within the UK, including travel between sites where necessary.
JOB PURPOSE:
The primary purpose of the role is to provide technical support to users of our services, predominantly Audio-visual systems within learning spaces, Windows based applications and the PC estate supporting them. Working to industry best practice, providing a one‐stop support provision for end user requests. This will involve triage, analysis and resolution of incidents and service requests in relation to software, hardware and Audio Visual, raised by users both face-to-face and via telephone and remote access.
The Service Support Team ensure UEL’s students and staff receive the highest quality experience through onsite and remote support. This includes the provision and support of University Software, hardware and systems including University supplied desktops, laptops, and tablets with operating systems including Windows, Mac OS X, Android and IOS based services.
Reporting to the Service Manager, the role holder will have responsibility for the operational delivery of support services, actively contributing to the achievement of customer satisfaction by meeting SLA/OLA targets.
MAIN DUTIES AND RESPONSIBILITIES:
· To act as a single point of contact for IT Services, providing incident and service request resolution, predominantly face to face and at first line, for a wide range of supported systems including AV equipped learning spaces, Printing, Microsoft applications and assistance with user account issues.
· Operating to defined service levels and ITIL best practice, use service management systems to log, update and monitor the progress of incidents and service requests and take action to resolve or escalate to second and third line as appropriate
· To participate in campus-based hardware, software or systems deployment and rollout programmes according to Change Management best practice, ensuring that any asset and configuration information is recorded and updated as required
· Record and document Service Desk requests and fault‐solving processes, including all decisions made, and actions taken, through to final resolution or point of escalation.
· Apply diagnostic tools to aid with troubleshooting.
· Perform post‐resolution follow ups with users to ensure satisfactory completion of requests
· Assist with the maintenance of help sheets and FAQ lists for end users to be published through the self‐service knowledge base
· To participate in cross campus projects as required
· To assist in the upkeep of the physical environments for which the Support Services team has ownership / responsibility
· To utilize information sources including resources on the Internet/Intranet to aid in incident resolution
· To participate, ensuring that sufficient resources are deployed at all times to all areas accommodating UEL’s teaching and learning schedules, to maintainin an optimum level of service support.
· To ensure that a professional, customer focused approach is adopted at all times
· To be flexible in supporting all Service Delivery requirements as and when necessary, including participation in rota cover for evenings and weekends when required
· To undertake any other duties commensurate with the grade as required by the Director, Head of Service Management and/or their delegated representatives
· The role will require a flexible and agile approach to working patterns and environments. This will include working from home, or at any UEL site within the UK, including travel between sites where necessary.
PERSON SPECIFICATION
Reporting to the Service Manager, the role holder will have responsibility for the operational and delivery of support services to end actively contributing to the achievement of customer satisfaction through SLA/OLA targets.
EDUCATION, QUALIFICATIONS AND ACHIEVEMENTS:
Essential criteria
• Degree (A/C) And/Or
• Experience in a similar role within the Education Sector (A/I)
Desirable criteria
• Knowledge of ITIL framework.
KNOWLEDGE AND EXPERIENCE:
Essential criteria
§ Must be able to demonstrate a working knowledge of current IT and Audio-Visual technologies and be able to provide initial service support for these technologies (A/T/I)
§ Have experience of the delivery of excellent customer service, and be able to demonstrate the key success factors associated with this (A/I)
§ Have a basic knowledge of ITIL principles and processes
· Must be conversant with the use and support of Audio-Visual systems associated with Learning spaces, PC hardware, Microsoft operating systems and related core software. (A/T)
Desirable criteria
Be conversant with the use and support of MAC operating systems and hardware. (A/I)
Experience of Microsoft Office 365 services including Teams and OneDrive (A/I)
ANALYSIS AND RESEARCH
Use ITSM tools to monitor own workflow, use a variety of information sources to aid in the resolution of incidents and service requests (A/I)
COMMUNICATION
The ability to produce documentation to assist customers in achieving support through self-service (A/I)