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Duties of the Role
The post holder will act as the primary contact for escalated technical issues from PC Lab and Printing services, which are raised by the wider LETS team. Whilst the post holder is expected to handle incidents, they are also required to undertake more complex and technically challenging work and development that cannot be resolved by the wider LETS team. During peak service periods, the post holder will provide general back up support to help prevent any service delivery backlog.
Together with the LETS Team, the post holder will work on the design and engineering of LETS projects. This will include identification of, planning, costing and delivering projects to improve service delivery. Where the LETS service requires integration with current IT systems, the post holder is expected to undertake the systems analysis, working with the owner of the system it is intended to integrate with, and code and work up a plan to deliver the development into a production environment.
The post holder will be actively encouraging stakeholder engagement for the services that are user facing on campus and will also have a strong commitment to customer services and negotiations with extremal suppliers.
The Colchester, Southend and Loughton campuses have over 200 printers [primarily Canon], over 1,000 PCs, and 50 group pods for student use. The purpose of this role is to keep these services running efficiently and effectively, and to support, deploy and repair as required. The post holder will be required to monitor the use of the services and report on service levels and usage.
The post is based in the Innovation and Technology Solutions offices at the Colchester campus. Travel to other campuses at Southend and Loughton will be required on a regular basis.
Qualifications and Skills required
Applicants will possess a degree an IT discipline or equivalent qualification/experience. With excellent communication, organisational, administrative and IT skills, the successful applicant will have the ability to efficiently run the fleet of Canon Multi-Function Devices and be able to work autonomously as well as part of a team.
The successful candidate will have experience of leading projects and teams with excellent interpersonal skills, a high attention to detail and the ability to manage complex workloads both independently and as part of a team. The post holder will have a proactive customer service approach to their work and will be driven to deliver continual service improvement.
Innovation and Technology Solutions
Innovation and Technology Solutions, delivering outstanding IT and enabling excellence in its use, provides the supporting and enabling IT for the whole University across three campuses, from underlying network infrastructure to digital skills training for staff and students. Our vision is of a University where students and staff are actively supported in their endeavours to excel in creating, managing, communicating, and exploiting information by using information technology facilities and services that are user-centred, flexible, accessible, and resilient.
Innovation and Technology Solutions, a section of over 140 staff, is organised in five main operational service groups - Infrastructure, Technology for People and Place, Software Development, Commercial Applications, and Strategic Projects and Improvement. The Technology for people and Place Group comprises about 34 staff currently organised in four teams - IT Training and Customer Support, AV Systems, Print Systems and Desktop IT, Media Centre, and Campus Support - Southend and Loughton. The Group is responsible for the delivery of these and related services at all three University campuses and beyond.
Please use the Apply for this job' button to read further information about this role including the full job description and person specification, which outlines the full duties, skills, qualifications and experience needed for this role. You will also find details of how to make your application here.
Application closing date: 15 March 2020