2Nd Line It Service Desk Technician

ABOUT THE UNIVERSITY Swansea University is a research-led university that has been making a difference since 1920. The University community thrives on exploration and discovery and offers the right balance of excellent teaching and research, matched by an enviable quality of life. Our stunning waterfront campuses and multicultural community make us a desirable workplace for colleagues from around the world. Our reward and benefits, and ways of working enable those who join us to have enriching careers, matched by an excellent work-life balance. ABOUT THE ROLE Digital Services are going through a rapid period of transformation and reimagining our IT Service Desk provision to meet the challenges of supporting and enabling a wider £20m investment in IT Services (in areas such as Cyber Security and Networking) will be a key foundational element.The vision will be to reconnect our IT support provision with our customer’s needs, professionalise our services, save us all time and bridge the capability gaps we have.The Service Desk team are the public face of Digital Services and will set standards in customer advocacy and engagement. Offering specialist support, advice and owning the resolution of Incidents and Problems for customers in a timely and efficient manner will be the cornerstones in achieving our vision.As a 2nd Line IT Service Desk Technician specialising in AV Support, you will play a key role in delivering a customer-focused, professional AV support service.Using your experience and skills (as well as those of your teammates and wider IT Services colleagues) to deal with incidents across the IT and AV landscape, will be the challenge to rise to in this role. EQUALITY, DIVERSITY & INCLUSION The University is committed to supporting and promoting equality and diversity in all its practices and activities. We aim to establish an inclusive environment and welcome diverse applications from the following protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic and national origin), religion or belief, sex, sexual orientation. As an inclusive and welcoming workplace, we value people for their skills regardless of their background. Applications are welcome in Welsh and will not be treated less favourably than those submitted in English. WELSH LANGUAGE SKILLS The Welsh language level required for this role is Level 1 - A little. The role holder will be able to pronounce Welsh words, answer the phone in Welsh (good morning/afternoon) and use very basic everyday words and phrases (thank you, please etc.). Level 1 can be reached by completing a 1 hour course. The University is a proud bilingual institution, our Welsh Language Strategy outlines our aspiration to promote the language and enable our staff to engage with the language as an additional workplace skill and as a gateway to new cultural and social opportunities. Applications are welcome in Welsh and will not be treated less favourably than those submitted in English. Welsh speakers have the right to an interview in Welsh. Applicants for a role where Welsh skills are essential are expected to present their application in Welsh and will be interviewed in Welsh, if shortlisted. ADDITIONAL INFORMATION To apply online for this vacancy and to view further information about the role, please click on the Apply button above.