ICT Technical Support Coordinator
Faculty: ICT Customer Services and Support
Grade: 6 (£32,314 - £38,019)
Responsible to: Head of Customer Services & Support
Campus: Belfast
Full-Time, Permanent
Closing date: 17th November 2024 at 23:30
Reference number: 032162
- ABOUT US -
We are a university with a national and international reputation for excellence, innovation, and regional engagement, making a major contribution to the economic, social, and cultural development of Northern Ireland.
Our core business activities are teaching and learning, widening access to education, research and innovation and technology and knowledge transfer.
- THE ROLE -
As ICT Technical Support Coordinator, you will be responsible for delivering advanced 2nd level technical support for staff, students, and visitors at your campus location.
The role requires a solid understanding of IT Service Management, proficiency in IT systems and a strong knowledge of current computing technologies. You will promptly manage incidents and service requests assigned via our IT Service Management tool with significant emphasis on adept call management.
This includes ensuring prompt and efficient resolution, providing regular updates to customers, and maintaining regular communication with multidisciplinary teams.
Your role is crucial in maintaining high customer satisfaction and supporting the University's IT needs effectively.
- ABOUT YOU -
- Hold an HNC/HND, Foundation degree, NVQ Level 4 or equivalent (or higher), with relevant ICT content or demonstrate co-ordination experience relevant to an ICT Technical Support (2nd Level) environment.
- Substantial experience providing 2nd level ICT service request and incident management support.
- Proficient with configuring and deploying hardware and software to a wide customer base including portable devices.
- Demonstrable experience working as a member of an ICT project deployment team.
- Experience of AV/Media support including teaching support and major events.
- Significant technical problem-solving capability applied within an ICT support environment.
- Evidence of service monitoring experience based on service targets and SLAs.
- Proven ability to guide colleagues with technical tasks in support of their professional development.
- Willingness to attend campuses out of hours to deal with matters of high priority.
For further information and to submit your application, click APPLY NOW.
Ulster University holds a Silver Athena SWAN Award in recognition of our commitment to advancing Gender equality. You can read more about what this means on our University website. The University has a range of initiatives to support a family friendly working environment, including flexible working.
The University is an equal opportunities employer and welcomes applicants from all sections of the community, particularly from those with disabilities. Appointment will be made on merit.