IT Solutions Assistant

IT Solutions Assistant This contract is lasting 5 weeks starting on Monday 3rd October across three different sites across East London.

We are looking for forwardthinking innovative curious highenergy selfaware people who are passionate about making a positive difference and who will thrive in an inclusive and diverse community who are never not moving forwards.

JOB PURPOSE:

The primary purpose of the role is to provide technical support to users of our services predominantly Audiovisual systems within learning spaces Windows based applications and the PC estate supporting them. Working to industry best practice providing a onestop support provision for end user requests. This will involve triage analysis and resolution of incidents and service requests in relation to software hardware and Audio Visual raised by users both facetoface and via telephone and remote access.

The Service Support Team ensure UELs students and staff receive the highest quality experience through onsite and remote support. This includes the provision and support of University Software hardware and systems including University supplied desktops laptops and tablets with operating systems including Windows Mac OS X Android and IOS based services.

Reporting to the Service Manager the role holder will have responsibility for the operational delivery of support services actively contributing to the achievement of customer satisfaction by meeting SLA/OLA targets.


MAIN DUTIES AND RESPONSIBILITIES IT Solutions Assistant:


To act as a single point of contact for IT Services providing incident and service request resolution predominantly face to face and at first line for a wide range of supported systems including AV equipped learning spaces Printing Microsoft applications and assistance with user account issues.

Operating to defined service levels and ITIL best practice use service management systems to log update and monitor the progress of incidents and service requests and take action to resolve or escalate to second and third line as appropriate


To participate in campusbased hardware software or systems deployment and rollout programmes according to Change Management best practice ensuring that any asset and configuration information is recorded and updated as required



Record and document Service Desk requests and faultsolving processes including all decisions made and actions taken through to final resolution or point of escalation.



Apply diagnostic tools to aid with troubleshooting.



Perform postresolution follow ups with users to ensure satisfactory completion of requests



Assist with the maintenance of help sheets and FAQ lists for end users to be published through the selfservice knowledge base



To participate in cross campus projects as required



To assist in the upkeep of the physical environments for which the Support Services team has ownership / responsibility



To utilize information sources including resources on the Internet/Intranet to aid in incident resolution



To participate ensuring that sufficient resources are deployed at all times to all areas accommodating UELs teaching and learning schedules to maintainin an optimum level of service support.



To ensure that a professional customer focused approach is adopted at all times



To be flexible in supporting all Service Delivery requirements as and when necessary including participation in rota cover for evenings and weekends when required

To undertake any other duties commensurate with the grade as required by the Director Head of Service Management and/or their delegated representatives

The role will require a flexible and agile approach to working patterns and environments. This will include working from home or at any UEL site within the UK including travel between sites where necessary.

JOB PURPOSE:

The primary purpose of the role is to provide technical support to users of our services predominantly Audiovisual systems within learning spaces Windows based applications and the PC estate supporting them. Working to industry best practice providing a onestop support provision for end user requests. This will involve triage analysis and resolution of incidents and service requests in relation to software hardware and Audio Visual raised by users both facetoface and via telephone and remote access.

The Service Support Team ensure UELs students and staff receive the highest quality experience through onsite and remote support. This includes the provision and support of University Software hardware and systems including University supplied desktops laptops and tablets with operating systems including Windows Mac OS X Android and IOS based services.

Reporting to the Service Manager the role holder will have responsibility for the operational delivery of support services actively contributing to the achievement of customer satisfaction by meeting SLA/OLA targets.

MAIN DUTIES AND RESPONSIBILITIES:

To act as a single point of contact for IT Services providing incident and service request resolution predominantly face to face and at first line for a wide range of supported systems including AV equipped learning spaces Printing Microsoft applications and assistance with user account issues.

Operating to defined service levels and ITIL best practice use service management systems to log update and monitor the progress of incidents and service requests and take action to resolve or escalate to second and third line as appropriate



To participate in campusbased hardware software or systems deployment and rollout programmes according to Change Management best practice ensuring that any asset and configuration information is recorded and updated as required



Record and document Service Desk requests and faultsolving processes including all decisions made and actions taken through to final resolution or point of escalation.



Apply diagnostic tools to aid with troubleshooting.



Perform postresolution follow ups with users to ensure satisfactory completion of requests



Assist with the maintenance of help sheets and FAQ lists for end users to be published through the selfservice knowledge base



To participate in cross campus projects as required



To assist in the upkeep of the physical environments for which the Support Services team has ownership / responsibility



To utilize information sources including resources on the Internet/Intranet to aid in incident resolution



To participate ensuring that sufficient resources are deployed at all times to all areas accommodating UELs teaching and learning schedules to maintainin an optimum level of service support.



To ensure that a professional customer focused approach is adopted at all times



To be flexible in supporting all Service Delivery requirements as and when necessary including participation in rota cover for evenings and weekends when required

To undertake any other duties commensurate with the grade as required by the Director Head of Service Management and/or their delegated representatives

The role will require a flexible and agile approach to working patterns and environments. This will include working from home or at any UEL site within the UK including travel between sites where necessary.

PERSON SPECIFICATION



Reporting to the Service Manager the role holder will have responsibility for the operational and delivery of support services to end actively contributing to the achievement of customer satisfaction through SLA/OLA targets.


EDUCATION QUALIFICATIONS AND ACHIEVEMENTS:



Essential criteria

Degree (A/C) And/Or

Experience in a similar role within the Education Sector (A/I)



Desirable criteria

Knowledge of ITIL framework.



KNOWLEDGE AND EXPERIENCE:

Essential criteria


Must be able to demonstrate a working knowledge of current IT and AudioVisual technologies and be able to provide initial service support for these technologies (A/T/I)



Have experience of the delivery of excellent customer service and be able to demonstrate the key success factors associated with this (A/I)



Have a basic knowledge of ITIL principles and processes



Must be conversant with the use and support of AudioVisual systems associated with Learning spaces PC hardware Microsoft operating systems and related core software. (A/T)

Desirable criteria
Be conversant with the use and support of MAC operating systems and hardware. (A/I)


Experience of Microsoft Office 365 services including Teams and OneDrive (A/I)

ANALYSIS AND RESEARCH

Use ITSM tools to monitor own workflow use a variety of information sources to aid in the resolution of incidents and service requests (A/I)

COMMUNICATION

The ability to produce documentation to assist customers in achieving support through selfservice (A/I)