IT Support Assistant

Role Description

Department

From providing day-to-day IT support to enabling groundbreaking research and managing strategic digital initiatives, we are IT Services. Desktop, Print & Support Services (DPS) sits within IT Services and brings together a number of user-facing support and technical teams. We have teams responsible for providing first and second level support and for providing the technical services that underpin our University-wide managed services. One of our principles as a department is that ‘The customer is why we’re here’ - and this is reflected in the culture and work of our IT Support team. If you have a combination of great customer care and IT troubleshooting skills, we’d like to hear from you.

Role

We are looking for an IT Support Assistant who is passionate about supporting users, to join our IT support team. In this key role you will demonstrate excellent customer service in the provision of IT support to our students, staff and other stakeholders. The team aims to continuously improve its services through development of standard operating procedures and initiatives resulting from user feedback. You will be responding to user incidents, taking responsibility for restoring normal service operation and the fulfilment of standard service requests. Support may be delivered over the phone, via email or face to face via our Drop-in or Booked appointment services.

1. Communicate effectively with a variety of users including staff, students and visitors ensuring adaptability in your customer service approach in each situation.

2. Log and triage incoming incidents and requests ensuring accuracy, correct prioritisation and categorisation and provide first line IT help for phone, e-mail and walk-up queries.

3. Provide both proactive and reactive updates to users regarding ticket progress, ensuring that they realise their ticket is receiving appropriate attention and will be resolved as speedily as possible.

4. Collaborate with team members to anticipate and implement service improvements or alterations.

Skills, Experience & Qualification needed

• You will have great skills in communicating effectively in-person, over the phone and in writing to a wide variety of users. This is vital given that the role will interact with staff, students and visitors of the University.

• You will have previous experience in creating and maintaining public-facing knowledge articles in response to user needs and ensuring their regular review. 

• A Level 2 qualification is required, including Maths and English. (Qualifications at this level include five GCSEs at grade A*-C/ grade 4-9. Please view the full list.) We also welcome applicants with equivalent non-UK qualifications or equivalent professional experience.

• Use digital technologies including Google applications and/or Microsoft Office

• Communicate effectively in verbal and written formats, including the use of a variety of digital tools

• Record, analyse, interpret and report data/information

• Evidence of upholding our behaviours as specified in the job description 

Interview date: To be confirmed

For informal enquiries:  please contact Tamsyn Quormby (Senior IT Support Specialist)  tamsyn.quormby@york.ac.uk

The University strives to be diverse and inclusive  – a place where we can ALL be ourselves.

We particularly encourage applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented at the University. 

We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff. #EqualityatYork