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:
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.
£27,979 - £31,396
Hours per week
Job Title: Desktop Support Technician
Faculty/Directorate: Digital & Technical Services
Location: High Wycombe (and occasional travel to other campuses)
Responsible to: Technical Support Manager
Responsible for: N/A
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.
A = Application T = Test I = Interview
Education, Qualifications & Training
Means of Testing
HNC/D or degree in a relevant discipline.
Relevant Professional Qualifications.
Knowledge & Experience
Delivering an excellent customer experience
Good knowledge of Microsoft Windows, Apple OS and mobile devices.
Good knowledge of university systems and packages as required
Good operating knowledge user identity management.
Working within a Higher Education establishment.
Working in a fast moving department.
Knowledge of IT Service desk functions.
Knowledge of current technology.
Good knowledge of Microsoft Office suite of packages.
Digitally able and proficient in Microsoft tools
Excellent interpersonal, verbal and written communication skills.
Practical ability to diagnose software and hardware faults to resolve issues that are affecting service.
Working in a rotating shift covering the Service Desk working hours.
Travel to remote sites as required
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.
£27,979 - £31,396
Hours per week
Desktop Support Technician
Buckinghamshire New University
November 14, 2023
November 30, 2023
About the employer
Buckinghamshire New University is a well-recognized public university, which is known for imparting quality education to students from all across the world. This institution of learning dates back to 1891 and was established as the School of Science and Art. Since then, it has been re-invented as the High Wycombe College of Technology and Art, the School of Science and Art, the Buckinghamshire College of Higher Education and the Wycombe Technical Institute. From 1999 until 2007, the institution served as a university college and was later announced to have gained the status of a university. All the campuses of the university are well-facilitated with amenities needed for a conducive learning environment. This is the institution that received a Gold accreditation for Corporate Social Responsibility in the year 2018. This standard of accreditation recognized the positive impact that the institution's staff and students made to improve the environment.
At present, there are a total of four campuses that are operated by the university. These impressive campuses are located in the towns of Uxbridge, High Wycombe, and Aylesbury. High Wycombe Campus serves as a thriving base for applied healthcare research and nursing students. A major development of this campus was undertaken by the university with a large structure, the Gateway Building. It features a fine mix of commercial-standard facilities such as a fitness center, labs, drama studios, sports hall, music recording studios, cafe, conference rooms, and others. Moreover, it has a motion capture system along with green screen facilities. At Buckinghamshire New University, there is a range of accommodation including managed houses, halls of residence and the student village to extend convenience to the students.
There are several undergraduates, postgraduate and professional courses featured by the institution for the students to choose from. Also, the university offers courses that are rare in British universities. One such course is Air Transport with Commercial Pilot Training, which offers an opportunity for the students to study for a professional pilot's license. There are innovative courses like Music Management and Film and Television Production. There is a course available in Animation and Visual Effects. Buckinghamshire New University is one of the few universities that have created a degree in Policing.
Additionally, it is one of the leading providers of nursing students in London. Apart from being popular for academic excellence, the university is also known for its notable alumni network. Some of the distinguished personalities of the alumni network of the institution include singer Rebecca Stephens, artist John Bolam, actor Chris Joyce, model, and actress Veronica Carlson and many others.