Ict Technical Support Coordinator

ICT Technical Support Coordinator
Department: Digital Services
Grade: 6 (£31,414 - £37,119)
Responsible to: Head of Customer Services and Support
Campus: Belfast
Closing Date: 2nd July 2024

Reference Number: 028602

(Permanent/ Full-time)

- ABOUT US -

We are a university with a national and international reputation for excellence, innovation and regional engagement, making a major contribution to the economic, social and cultural development of Northern Ireland.

Our core business activities are teaching and learning, widening access to education, research and innovation and technology and knowledge transfer.

- THE ROLE -

The post holder is responsible for delivering advanced ICT 2nd level Technical Support, with a primary focus on ensuring operational readiness within professional services departments and campus teaching/meeting spaces. The role requires surpassing expectations by demonstrating proficiency in IT systems and a strong understanding of the University's current computing technologies.

Responsibilities involve developing operational processes and procedures, implementing IT policies as directed, and offering extensive support for staff and student systems, classrooms, and videoconferencing in accordance with established IT service management standards. The role places significant emphasis on adept call management, ensuring prompt and efficient resolution of incidents and service fulfilment, providing regular updates to customers, and maintaining regular communication with multidisciplinary teams.

Key aspects of the role include actively participating in user training and taking a leadership role in technically oriented project work. Operating autonomously, the position involves trend analysis and engagement in continual service improvement activities, contributing to the enhancement of the University's digital provision and ensuring an excellent customer experience.

- ABOUT YOU -

1. You will lead Technical Support roles in delivery of staff and student services by dealing with Service Requests, Incidents and Problems as assigned by Service Desk, ensuring that incidents are dealt with according to customer and priority needs and in line with service targets.

2. You will lead customer focussed roles with responsibility for stakeholder engagement and service trend analysis to review services and capture user requirements. This is a key responsibility associated with continual service improvement activities.

3. You will adopt ISD’s ITIL and Project Management processes and culture in the execution of duties and in their discharge as a member of project teams. Provide written and oral reports on performance relating to areas of contribution.

Ulster University holds a Silver Athena SWAN Award in recognition of our commitment to advancing Gender equality. You can read more about what this means on our University website. The University has a range of initiatives to support a family friendly working environment, including flexible working.

The University is an equal opportunities employer and welcomes applicants from all sections of the community, particularly from those with disabilities. Appointment will be made on merit.