Campus Customer Support L2

We are seeking to appoint an experienced Campus Customer Support Officer L2 to provide first/second line IT support. Requirements for this post include a high level of customer service skills, ability to prioritise a varied workload and meet deadlines, demonstrable experience working with a wide range of hardware and software including operating systems (Win/Mac/Linux). Experience in a similar or related role within an ITIL compliant organisation is required.

Applicants must show experience of team and independent working. About You The Successful applicant will be required to:

• Deliver best in class Customer Service with Customer Satisfaction as the driver.
• Respond to and resolve customer IT requests and incidents.
• Diagnose and fix all desktop equipment from PCs, tablets, laptops, audio visual equipment, Apple Macs, Unix workstations, telephones, and other peripheral devices.
• Work in collaboration with other site teams to ensure College wide services are fully supported and maintained.
• Investigate and resolve complex queries.
• Deliver to defined Service Levels Agreements (SLAs) and Key Performance Indicators (KPIs).
• Use initiative to plan immediate work priorities and react to changing priorities.
• Be an escalation point for other team members.
• Shift work may be required.
• Permanently based onsite and some travel might be required.
• Produce and review process documentation.
• Be flexible, approachable and willing to learn.

IT Services department at the University encompasses a range of services including project management, infrastructure support, application development, technical assistance, research, and relationship/account management for both staff and students. The University acknowledges the importance of investing in IT to meet the expectations of its stakeholders and maintain success in the Higher Education sector.

Within the IT Services department, the ITS Change Delivery Team plays a crucial role by offering internal project management support. The team is located in DeptW but operates across all University campuses, ensuring efficient coordination and delivery of IT projects throughout the institution.

About Queen Mary At Queen Mary University of London, we believe that a diversity of ideas helps us achieve the previously unthinkable. Throughout our history, we've fostered social justice and improved lives through academic excellence. And we continue to live and breathe this spirit today, not because it's simply 'the right thing to do' but for what it helps us achieve and the intellectual brilliance it delivers.

We continue to embrace diversity of thought and opinion in everything we do, in the belief that when views collide, disciplines interact, and perspectives intersect, truly original thought takes form.

We offer competitive salaries, access to a generous pension scheme, 30 days' leave per annum (pro-rata for part-time/fixed-term), a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, flexible working arrangements, and campus facilities.

Queen Mary's commitment to our diverse and inclusive community is embedded in our appointments processes. Reasonable adjustments will be made at each stage of the recruitment process for any candidate with a disability. We are open to considering applications from candidates wishing to work flexibly.

Closing Date