IT Senior Technician
England, West Midlands, Coventry - £21,000 - £25,000 per annum
Posted: 03/09/21
Description:
We are currently recruiting a Senior Technician to come join Coventry University Digital Services Team. The main purpose of the role will be to work part of the team that provides first and second line support to all Digital Service users and manage the resolution and escalation of these queries.
As a Senior Technician, your main responsibilities will be:
*Analyse and implement pro-active service improvements to reduce overall ticket numbers and improve the service to our users
*Troubleshoot desktop and system problems, diagnose and solve hardware/software incidents/problems
*Provide to solutions/work arounds to incidents and requests
*Contribute to polices, processes and procedures
*Incident, request and problem management via Service Management tools
*Evaluate processes and suggest improvements
*Prioritising and managing serval open tickets at one time
*Trend analysis and problem management
*Responding to major incidents in line with processes
*Aware of security implications and how to handle security issues in a professional manner
*Keep up to date with advancements in technology
*Supporting users on both hardware and software applications
Skills and Experience required for the role:
*Understanding of IT
*Analyst skills
*Organisation
*Clearing understanding of ITIL framework
*Knowledge of experience of DevOps Agile method is advantageous
*MAC experience desirable in addition to Windows
*PC literate e.g. email and Microsoft packages
*Previous experience working within a customer-focused environment
*Organised
*Excellent telephone manner and good interpersonal skills
*Team player
*Attention to detail
Hours/Salary:
Occasionally, there will be a requirement to work flexibly to meet the needs of 24/7 service support.
Various shift patterns are available for this role:
*08:30-17:00 Monday to Friday
*08:30-17:00 Saturday, and any other four weekdays by negotiation
*09:30-18:00 Monday to Friday
*12:30-21:00 Saturday, Sunday and any other three days by negotiation
*12:30-21:00 Monday to Friday
*15:30-24:00 Saturday, Sunday and any other three days by negotiation
Starting salary is between £21,017-£25,000 with further growth available and continuous training.