IT Service Support Assistant

The Future Works
Bermuda Park
£19,000 per annum
27 Jul 2017
31 Aug 2017
Contract Type
Full Time
IT Service Support Assistant
Coventry City Centre
Salary Range £19,494 to £23,175

Working hours: 37.5 hours- 3 shift patterns across Monday - Sunday from 08:00 - 22:00
5 Month Temporary Contract

An exciting opportunity has arisen for an experienced IT Support Assistant to join Coventry University's IT team on a five month temporary contract to provide technical expertise, knowledge, advice and assistance across a diverse range of staff and students within the University Group.

The role requires the troubleshooting and rectification of IT service issues and incidents, and the accurate recording of technical faults or service failures being reported.

Main Duties and Responsibilities

*To respond and solve where possible 1st line customer (face-to-face, email, social media, telephone, and self-service) requests for service, help assistance or advice. The post holder shall take incident ownership, and ensure that all information relating to the incident is accurately recorded to ensure the incident can be progressed and resolved (such as through temporary 'workarounds' or escalation) without further continued reference to the user.
*To ensure that all relevant processes, procedures and instructions are followed (and that line management is made aware of situations where they either are not, or cannot be followed) in order that the published service levels and key performance indicators may be met.
*To contribute to documented processes, or procedural documentation as required or requested.
*To manage incidents/requests relating to learning systems in order that a resolution is achieved within the published service levels.
*To manage incidents/requests relating to sub-contracted external mobile telephony service provision in order that a resolution is achieved within the published service levels.
*To deliver a solution to an identified fault in line with instructions received if necessary, in order that any detrimental effects of the fault are overcome and service is restored within the appropriate service level.
*To carry out routine maintenance tasks and checks on IT equipment to identify and document any faults of servicing requirements sufficiently so that work may begin on restoring that facility.
*To own, design, promote and ensure ongoing maintenance of social media support solutions ensuring the Service Desk social media objectives are delivered.
*To write, upload and maintain information relating to current service issues onto IT Services websites, and self-service points as and when required.
*To challenge and record any observed incidents or misuse of IT service components, and the reporting of such incidents to line management, or Protection Service as appropriate.
*To provide 'face-to-face' technical support, and to contribute to the provision of documented help and user guides for IT and Learning systems.
*To contribute to IT Services' developments to help deliver service objectives. Specifically taking ownership and seeking a resolution of any early life issues following upgrades or deployment of new systems.
*To record, track and produce Management Information relating to incidents and service requests for use by senior staff within IT Services.
*To contribute to providing roving IT support relating to services provided within the University's Library, and to monitor and challenge user behaviours in accordance with university and Library regulations.
*To promote better use of systems as the opportunity arises whilst working with academic staff.
*Responsible for the delivery, management, and maintenance of the loaning of ICT equipment for University and students.
*To assist with staff training for IT and learning systems.
AND such other duties as are within the scope of the spirit of the job purpose, the title of the post and its grading.


*Professional qualification in IT to HNC level or relevant experience
*Experience of working within a customer service/computer support environment, owning incidents, and the provision of diagnostics, advice, and guidance.
*Previous experience working in an ITIL-aligned environment.
*Experience in using a fault-logging service management product.
*Use and support of Windows desktop operating systems and the Microsoft Office suite.
*Knowledge of a diverse range of operating systems including Linux, Apple, Windows, and Window Mobile, and Android.
*Knowledge of Learning Systems such as: Moodle (learning management system), Mahara (e-portfolio system), Echo 360 (lecture capture), Medial (video hosting / transcoding)
*Support and configuration of computers and peripherals
*Awareness of systems and infrastructure. Such as Virtual Learning environments and email systems.
*Must be able to work under sustained pressure, with pro-activity and using own initiative
*Able to pay attention to detail whilst observing relevant processes and procedures.
*Must be personally well-organised and able to work to deadlines, able to work constructively within a team or alone.
*Must have an ability to grasp technical matters quickly with minimal instruction.
*Must have ability to perform business impact assessments relating to reported incidents/service requests
*Must be an effective communicator, both orally and in writing, and have the ability to listen.
*Must have excellent interpersonal skills with the ability to interact with customers and users of all levels.
*Strong presentational skills.
*Documenting or authoring
*Ability to work outside normal hours with a shift pattern on a 5 over 7 working arrangement.
*Microsoft Office certification
*Foundation ITIL or MOF Accreditation (or equivalent demonstrable experience).
*Experience in conflict resolution.
*Understanding/Use of Social Media.
*Knowledge of XHTML, CSS
*Programming experience (preferably PHP)