Service Desk Coordinator

Service Desk Coordinator Location: Brighton - Falmer and Moulsecoomb Salary: £26,642 to £29,659 per annum Closing date: Wednesday 12 February 2025 Reference: IS5294-25-014 The IT Service Desk is a key strategic service within the University that delivers a 1st and 2nd line IT support function to all members of the Institution. Working as part of a valued team, you will assist and contribute to the smooth delivery of the IT Service Desk to support staff and students via phone, email, and remote support tools, diagnosing and solving enquiries across a wide range of IT services, software, and network connections. You will also act as a liaison between technical groups (in-house and third party) and university customers to provide up-to-date information regarding outstanding Service Desk calls. The successful candidate will have: Demonstrable experience of working in an IT or technical customer support environment; recognising, diagnosing and solving IT issues using a variety of methods and tools. Analytical skills to be able to understand and resolve complex problems and issues. A strong sense of customer service with an ability to empathise with the needs of others, if necessary translating these to and from technological terms, with succinct and precise communication skills appropriate to the level of ICT skills of the customer. Ability to work collaboratively as a member of a team. A demonstrable record of successfully completing training in an IT discipline to an appropriate industry standard. Previous experience of writing technical documentation. As a permanent post holder based at our Moulsecoomb campus, you will work 37 hours per week, excluding meal breaks, and enjoy opportunities for professional development, a supportive team environment, and the chance to work with state-of-the-art technologies. In return we offer excellent benefits including a Local Government Pension Scheme (LGPS), generous annual leave with eight Bank Holidays and university discretionary days between Christmas and New Year in addition to the role’s standard entitlement, as well as sports facilities and activities at discounted rates. This role is also eligible for agile working (working from home) for up to 3 days per week. Further details: The University is committed to creating and maintaining an inclusive environment for all staff regardless of age, disability, family or caring responsibilities, gender identity, marital status, pregnancy or maternity, race, religion or belief (including non-belief), sex, and sexual orientation. We embrace equality and diversity in our working, learning, research, and teaching environment and are committed to maintaining a supportive and inclusive community. We particularly encourage applicants from Minority Ethnic backgrounds because the University is under-represented by Minority Ethnic staff. For the vast majority of our roles, we operate an agile working system with time split between working on campus and at the employee's home. It is the University's expectation that home working will take place within the UK. Further information about working for us, as well as the wide range of benefits we offer, can be found in the working with us section of our vacancies page.

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