IT Support Technician

Birmingham City University is a large and diverse place to study right in the heart of the city and we currently have an exciting opportunity for an IT Technician to join our Service Desk team. The role will suit an individual with exceptional customer service skills and a good understanding of IT support, someone who is used to dealing with customers over the telephone and via other remote communications channels such as Microsoft Teams.

As part of our central Service Desk team, you will receive and handle requests for support following agreed procedures. Using your customer service skills, you will work with customers to understand their issues and reason for calling, provide first line fixes where possible and provide additional information on live incidents, as well as and promptly allocating unresolved calls to the wider Customer Service team as appropriate.

You will be responsible for:

• Providing IT support and assistance to staff and students in a customer-focused manner. Where applicable, you will request assistance from the wider team, according to our escalation procedures and log calls with wider support teams and 3rd line colleagues.
• Following agreed procedures, receiving and handling requests for information, and providing routine advice to on systems, products and services which are available to our customers.
• Following agreed procedures, receiving and handle requests for support, provide information to enable problem resolution and promptly allocate unresolved calls as appropriate.
• Providing an effective interface between users and service providers, including documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
• Assisting users to make more effective use of desk-top systems, products and services, making initial diagnosis of incidents and advising known solutions where applicable.

• 
  Strong experience in customer service roles, ideally including telephone support experience
• Excellent approach to customer service, including communications skills and the ability to translate technical language for non-technical customers
• Understanding of a range of IT support tools, such as Active Directory and call management/ITSM systems
• Strong IT skills, including Microsoft Office, with experience of IT support desirable