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Senior End User Support Technician
Ref. 50051503

Salary
£36,279 per annum (Incl. LWA)

Department/School
Information Systems and Support

Location
Central London


This post is full time, 35 hours per week and is fixed term for one year. 

We are looking to recruit a talented and self-motivated individual to join our Service Management team as End User Support Technician. The post will be based at our Fitzrovia sites. The role will be focused on providing technical support to both academic, professional services colleagues, as well as students.  You will be responsible for dealing with day to day operational workload of 2nd line Service Desk tickets logged by our service users. Requests range from deploying hardware and software to users, troubleshooting any issues they may encounter whilst using applications and different hardware peripherals.  

You will also respond to requests relating to the support for all specialist AV classroom and teaching systems, providing information to enable problem resolution and promptly allocate unresolved calls as appropriate. Liaise with suppliers regarding specifications and suitability of AV and multimedia equipment. Take a lead role in scheduling installation works, liaising with all concerned to ensure that priorities are met and disruption to users is minimised. Maintain adequate stocks, or otherwise plan for service resilience, to ensure that service level targets are met and exceeded.

You will need to be good at building rapport with users and providing an excellent customer service while prioritising your workload in a demanding environment. You should be able to work under pressure with stakeholders at different levels while following our Service Operation processes and best practices. An essential part of our service delivery is to maintain satisfactory service level agreements within our department.
 
We are looking for a technician who will be capable of coaching and mentoring junior colleagues technically as part of our continuous service improvement. You would need to be able to problem solve in order to contribute to resolving underlying problems, recognise and make recommendations for enhancements to Problem Management. You should also have the ability to coordinate technical tasks with competence as part of university-wide projects.
 
Knowledge of the Windows 10 environment and Mac OS systems is essential and very crucial to this role. Excellent communication, customer service and inter-personal skills are very important as we pride in our service offering to customers. As a department we value our customer experience because it’s at the core of our operational focus.
 
The successful candidates will have the opportunity to work on exciting projects within the university and ensure Westminster leads the way in Higher Education. The role provides opportunities for personal development and training as well as an exciting opportunity for someone who wants to develop their IT skills to an advanced level, while working in a supportive, professional and friendly environment. The successful candidate will promote a culture and environment where our staff and students are at the heart of all we do.

To apply for this vacancy please click above. Further information can be found in the job description and person specification, which can be accessed through link below. 

At the University of Westminster, diversity, inclusion and equality of opportunity are at the core of how we engage with students, colleagues, applicants, visitors and all our stakeholders. 

We are fully committed to enabling a supportive and safe learning and working environment which is equitable, diverse and inclusive, is based on mutual respect and trust, and in which harassment and discrimination are neither tolerated nor acceptable.

The University has adopted Smart Working principles to support and further our Equality, Diversity and Inclusion aims of being an inclusive, collaborative and flexible employer. Further details of Smart Working can be discussed at interview stage.

Closing date: midnight on 28 August 2022
Interviews are likely to be held on: 6 September 2022 

Administrative contact (for queries only): Recruitment@westminster.ac.uk