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About the job
Category: Administrative and Professional Support | College/Division: University Registry | Area: ICT Services | Department: Infrastructure Services and Service Desk | Location: Brayford | Closing Date: 12 Nov 2014 |
The University of Lincoln ICT Technical Services is seeking an experienced and motivated individual to join it's ICT Service Desk team. The team is poised to take on a key role in the implementation of a new toolset and ITIL processes within the department and this role will be an integral part of this work.
This role will be a 1st line ICT Support position providing support for staff and students via telephone, email, social media and face to face contact. In addition there will be an empahsis on promotional activities to raise the profile of the Service Desk and the ICT Department within the University.
The post holder is expected to have experience of 1stline support (ideally in an ICT envrionment) and a good working knowledge of the latest ICT technologies is desirable. The successful applicant is also expected to have experience in the following areas and be able to work under their own initiative in order to provide both proactive and reactive customer service.
Key Knowledge and Skills
Experience of providing 1st line support within a busy service desk or call centre.
Excellent telephone manner, interpersonal skills and a customer service focus.
Problem management and troubleshooting.
Good verbal and written communication skills.
DesirableKnowledge and Skills
Working with the latest operating systems and the installation and troubleshooting of applications.
Experience of working with a variety of different devices and providing remote support.
Experience of using social media in a corporate environment.
Knowledge and a working experience of ITIL methodologies.