Desktop Support Technician

Full Time - Permanent - High Wycombe

Salary - £27,979 - £31,396

Buckinghamshire New University is an ambitious, modern university that is always open to fresh ideas and thinking. We believe in the transformative power of education, and in doing the right thing by our students, people and local community. That's why our BNU community is a special place to work and study, and where people who want to make a difference can contribute and succeed.

Our University's DRIVE values and are at the heart of all that we do. We are united in being dynamic, responsible, inclusive, visionary and empowering to ensure that we provide the best experience to our learners and offer excellent service to our partners and to each other as colleagues. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments that you require.

BNU continues to experience rapid growth in student numbers, making us one of the fastest-growing higher education providers. This is an exciting time to join the University as we invest significantly in estate developments and welcome Jay Blades MBE as our inaugural Chancellor.

A Desktop Support Technician role within the Digital and Technical Service Directorate is available for a systematic, disciplined, and analytical problem solver with practical ability to diagnose faults.

The successful candidate will be responsible for providing second-line support for all staff and students, resolving support requests related to hardware, software, and equipment, including PCs; Macs; Mobile Data Devices; and print devices and services.

Very good knowledge and troubleshooting ability of Windows, MacOS, and Microsoft O365 is essential. Some knowledge of networking and deployment and management tools such as SCCM, Jamf and Intune is desired and beneficial.

For more details on role specifics, please visit our website.

What we offer:

a generous holiday entitlement (30 days per annum, plus bank holidays & closure days)

training & development support opportunities

contributory pension scheme

discounted gym membership for our on-site gym

a range of staff discounts with major retailers.

Please click here to see our wide range of benefits available for employees. Please click here for our behavioural based interview question bank. Please click here to view our employee handbook.

If you have the qualities and attributes representative of the University's values and ambition, we would be delighted to hear from you.

For further information about this role please contact Maciej Kaczmarek via email only ([email protected])

All applications are to be made in full and online.

BNU is proud to have a diverse community and a strong track record of diversity, equity and inclusion. Our aim is to continue to build an environment where everyone thrives and can be themselves. We therefore ensure that our interview/shortlisting Chairs complete the relevant e-learning and/or inclusive recruitment training.

We therefore particularly encourage applications from candidates who are likely to be underrepresented in BNU'S workforce. These include people from global majority backgrounds, disabled people, and LGBTQI+ people, particularly in more senior roles.

Closing Date: 30 November2023

Interview Date: W/C 4 December 2023

If you are successful in securing an interview for the role, you will be required to provide proof of eligibility to work in the UK.

BNU is a Disability Confident employer and as such you will be given the opportunity to declare a disability as part of the application process. The University is also committed to achieving the Race Equality Charter.

Location

High Wycombe

Contract Type

Permanent

Salary Range

£27,979 - £31,396

Hours per week

37

Closing Date

30/11/2023

Ref No

1444

Job Description

JOB DESCRIPTION

Job Title: Desktop Support Technician

Faculty/Directorate: Digital & Technical Services

Grade: E

Location: High Wycombe (and occasional travel to other campuses)

Hours: 37

Responsible to: Technical Support Manager

Responsible for: N/A

Job Purpose:

To provide second line support for all staff and students at Bucks New University and be responsible for resolving support requests with regards to installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment (including but not limited to PCs, Macs, Mobile Data Devices and MFDs) to ensure optimal performance. Practice an inclusive approach and support building an inclusive university community where people can be themselves.

Main Duties & Responsibilities of the role:

To provide second line support to staff and students for end user hardware (e.g. desktops, laptops and peripherals), system operating software (e.g. Windows and Mac) and their connection to the network, diagnosing and resolving incidents in response to logged incidents and requests.

To provide upgrade, installation, replacement and repair services for University equipment (including PCs, Macs, Mobile Data Devices and MFDs), working alongside the Service Desk and project teams on all sites.

To take ownership of issues by carrying out problem analysis to identify underlying issues in accordance with the Problem Management Process and to implement temporary or permanent fixes with the aim of restoring service as soon as possible, escalating incidents to other support teams where necessary.

To deliver the IT aspects of office and classroom setups, expansions or moves, including the relocation and installation of VOIP and PC equipment, as directed or set out in an approved plan.

To update the CMDB (Configuration Management Database solution), incident management tools and all other relevant Service Desk systems, ensuring that updates are accurate and in accordance with DTS policies and standards.

To maintain safe and secure standards of equipment provision and to promote the safe use of equipment to end users.

To undertake established monitoring activities in accordance with the Event Management Process as required.

To undertake routine inventory and equipment disposal tasks to ensure a tidy and safe working environment for the University.

To assist with the build and ensure the successful deployment of the University images (including Windows, Macs and Mobile Data Devices) to ensure the efficient operation of University IT systems.

To maintain standards for technical support documentation for core business systems and assist with the design, delivery and improvement of training programs and user support procedures.

To provide technical advice, expertise and assistance to other teams and projects about end user hardware and system software as directed by the Technical Support Manager.

To invoke third party support in accordance with established processes and to assist and support third party contractors in their work for the University.

To advise the Technical Support Manager of any matters concerning safety, software licencing, computer viruses or similar issues that require further action.

To provide supplementary cover to the Service Desk to cover absences or at times of high demand as required by the Head of Operations.

To create and maintain standards for technical support documentation for the installation and support procedures relating to corporate systems.

To ensure that that all information is managed securely in accordance with University policies and information related legislation.

Comply with relevant legislative and other requirements (e.g., the Data Protection Act 2018 and GDPR; Health and Safety; UKVI; and Equality and Diversity) in all working practices

Such other duties temporarily or on a continuing basis, as may reasonably be required.

PERSON SPECIFICATION

A = Application T = Test I = Interview

Education, Qualifications & Training

Means of Testing

HNC/D or degree in a relevant discipline.

A/I

Relevant Professional Qualifications.

A/I

ITIL Foundation.

A/I

Knowledge & Experience

Delivering an excellent customer experience

A/I

Good knowledge of Microsoft Windows, Apple OS and mobile devices.

A/I/T

Good knowledge of university systems and packages as required

A/I

Good operating knowledge user identity management.

A/I/T

Working within a Higher Education establishment.

A/I

Working in a fast moving department.

A/I

Knowledge of IT Service desk functions.

A/I/T

Knowledge of current technology.

A/I/T

Good knowledge of Microsoft Office suite of packages.

A/I/T

Skills

Digitally able and proficient in Microsoft tools

A/I

Excellent interpersonal, verbal and written communication skills.

A/I

Practical ability to diagnose software and hardware faults to resolve issues that are affecting service.

A/I/T

Special Requirements

Working in a rotating shift covering the Service Desk working hours.

A/I

Travel to remote sites as required

A/I

BBF (Top 3 key behavioural categories most applicable to the role)

DELIVERING EXCELLENT SERVICE: Making every contact count by providing the best quality service to all our customers (Internal Customers, Students and all our Stakeholders); Building genuine and open long-term relationships in order to improve customer services.

FINDING SOLUTIONS: Taking a holistic view and working enthusiastically to analyse problems and develop workable solutions; Identifying opportunities for innovation.

ACHIEVING RESULTS: Consistently meeting agreed objectives and success criteria; Taking personal responsibility for getting things done.

Location

High Wycombe

Contract Type

Permanent

Salary Range

£27,979 - £31,396

Hours per week

37

Closing Date

30/11/2023

Ref No

1444