Service Delivery - First Line Support

Location:  Greenwich, Avery Hill and Medway
Salary:  £23,754 to £26,715 plus £4800 London weighting per annum Contract Type:  Permanent
Closing Date:  Wednesday 28 July 2021
Interview Date:  Wednesday 11 August 2021
Reference:  2753

The Directorate of Information & Library Services (ILS) is seeking to appoint two First Line Support Officers, responsible for the provision of IT and audio-visual support via the IT Service Desk and within teaching spaces, computer labs, libraries and staff offices across its 3 campuses.

This is an exciting opportunity to become part of a flexible and dynamic team of multi-skilled support professionals. You will maintain and provide support for the audio-visual and IT equipment in teaching spaces managed by ILS and assist both staff and students with IT software and hardware issues. 

You will also provide staff and students with support for general IT, account administration and other ILS services. Most of your time will be spent working on the IT Service Desk, handling both technical and non-technical requests made by phone and via online methods. 

Comprehensive experience supporting modern audio-visual systems and Microsoft Office is required, along with sound experience supporting users in both Windows and MAC operating environments under Active Directory.

You must exhibit a clear, proficient customer focus, work in a calm and understanding manner, inspire confidence in users and take control of situations which could be technically unpredictable, all within an environment predicated on Service Level Agreements. 

Experience in providing audio-visual and IT support is essential, and experience working in a customer focused Helpdesk, IT Service Desk or Information Service environment is desirable. 

Working at other University campuses, working from home (due to COVID) and some evening and occasional weekend work on a rota basis is an on-going requirement of this role.

For informal enquiries please contact the ILS Admin team at ILS-Admin@greenwich.ac.uk 

Should you have any queries please contact the HR Recruitment Team on HR-Recruitment@gre.ac.uk 

We are looking for people who can help us deliver our mission of transforming lives through inspired teaching and research, through our values.

The university welcomes people from diverse and underrepresented communities who can help the university to achieve its mission. 

We do this through taking positive action such as encouraging applications from Black, Asian and Minority Ethnic, disabled and LGBT+ people. As part of our commitment to Equality, Diversity and Inclusion, Time to Change Employer Pledge/Mentally Healthy Universities, we are committed to promoting and supporting the physical and mental health of all our staff, and removing barriers to improve inclusion. 

We encourage applicants to disclose experience of mental health problems so we can support them fully during our recruitment process and make any necessary reasonable adjustments. Any information disclosed will be kept confidential and separate from the job application form. 

We are making significant strides to understand and continuously improve our employees’ experience and we are committed to implementing progressive diversity talent management.