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  • Ref no: RGU02962
  • Published: 9/1/2020
  • Closes: 26/1/2020
  • Location: RGU Garthdee, AB10 7GJ
  • Salary: £28,331.00 - £30,046.00 per year
  • Contract Type: Permanent
  • Position Type: Full Time
  • Hours: 37 hours per week

Applications for this job cannot be made online. Please refer to the advert for further information.

Job Summary

With 15,000 staff/student accounts, 3000 desktops, around 300 lecture podiums and 24X7 access across the globe to our core learning platforms, this is no ordinary AVIT Technician role. You'll already have some experience of delivering onsite/desktop IT and/or AV support services and relish the chance to develop your skills in a vibrant and demanding environment. You'll be educated to at least HNC level or have equivalent industry experience and able to support different operating systems – desktop and server: Windows XP/7/10, Apple & Citrix.

We'll also expect you to be skilled in the troubleshooting of desktop operating systems (preferably Windows 7/10 and Apple Macintosh), to be familiar with Citrix and with audio-visual technology.

Some flexibility will be required to work outwith core hours of work at certain times of the Academic year and in return you'll enjoy 38 days holiday and access to an excellent pension scheme.

Salary on first appointment is normally to the bottom of the scale, although in exceptional circumstances an appointment further up the scale may be considered.

Closing Date: 26 January 2020

Job Description

RESPONSIBLE TO: Service Desk Team Lead

PURPOSE OF THE POST:
As part of IT Operations and Support, working in the ITAV team, provide onsite technical AV and IT support.  It is expected that support is provided over the phone, in email and by visiting staff or student desktops in response to calls.  Support is provided to all office spaces and all technology-enabled teaching and learning spaces across campus including meeting rooms, seminar rooms and lecture theatres.  Provide support through assisting callers directly or fulfilling project resourcing requests, or maintenance and audit schedules.

In addition, support the department's IT Helpdesk function providing first level support to staff and students.

PRINCIPAL DUTIES:
• To receive and log reported faults/queries by telephone, e-mail, or in person and where possible resolve these faults/queries directly and record the action taken in the Service Management System.
• To frequently monitor your own and your team's support calls via the Service Management System, responding as necessary and recording your actions within the System.
• Where the issue cannot be resolved within the ITAV team, to pass on to other relevant support team.
• To proactively participate in routine audits of campus podiums/lecture technology and student labs/classrooms to ensure that AV and IT equipment is fit for purpose.
• Under the direction of the Service Desk Team Lead, to actively participate in the maintenance of a knowledge base which documents how to resolve commonly occurring faults/issues.
• To monitor call progression and to escalate to an appropriate level of management any calls which have fallen out with their service level targets or where progress or response otherwise falls below accepted standards.
• Where a customer complaint is received, to record this immediately and ensure that it is brought to the attention of the Service Desk Team Lead.
• Where reported problems/faults indicate a major incident, to invoke the major incident procedure and alert management according to the severity of the incident.
• To maintain communication material (principally via the Web or e-mail) to the User Community advising them of key aspects of service status/known problems.

Person Specification

ESSENTIAL REQUIREMENTS

Qualifications and Professional Memberships 

Educated to HNC level in Computing or a related subject area or equivalent industry experience/standard.

Knowledge and skills

Excellent interpersonal and customer facing skills.

Familiar with basic operating infrastructure and the inter-relations between system components (server, network and desktop) as a background to effective problem diagnosis.

Displays a responsible attitude to following procedures, keeping records, and caring for equipment and other assets.

Experience

Experience of providing IT support in person, over the telephone and/or via email in a formal support environment.

Experience of supporting desktop operating systems (e.g. Windows XP/7/10, Thin Clients/Citrix, Apple OS).

Experience of supporting desktop applications (e.g. MS Office, Citrix Receiver, browser packages such as IE/Edge, Chrome and Firefox).

Experience in documenting instructions, errors and solutions.

Other

ITAV resource is occasionally required to work evenings and weekends depending on the time of the Academic year. Flexibility to be able to work these times is essential.

DESIRABLE REQUIREMENTS

Qualifications and Professional Memberships

Formal accreditation in a recognised area, e.g.Microsoft Certified Professional, ITIL Foundation Certificate.

Knowledge

Familiar with the software and systems in use in an Academic environment, such as Student Records, SPSS.

Awareness of ISO Standards and ITIL best practice.

Experience

Experience of onsite desktop services in a mission critical environment.

Experience of supporting audio-visual technology.

Skilled in the use of Apple Macintosh operating systems.

 

Behaviours

Behaviour 1: Service Delivery - Experience of exploring and adapting a service to meet customers’ expectations and also identifying ways of improving standards.

Behaviour 2: Communication - Ability to receive, understand and convey both straightforward information, and information requiring careful explanation, in a clear and accurate manner.

Behaviour 3: Decision Making Processes and Outcomes - Experiences of: using own judgement to make decisions; making collaborative decisions with others to reach conclusions; providing advice or information that will influence the decisions of others.

Behaviour 4: Initiative and Problem Solving - Experience of using initiative and creativity to resolve problems, identifying practical and suitable solutions.

Behaviour 5: Team Development - Experience of providing advice or guidance to new starts delivering training or instruction to others on specific tasks or activities 

 

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