Job Description

Salary: Grade 05. \xc2\xa325,138 - \xc2\xa327,979 per annum together with NEST pension benefits

Contract: Permanent. Full-time

Location: Swansea University, Swansea

Introduction:

o IT Services are going through a rapid period of transformation and we are currently reimagining our IT Service Desk offering to meet the challenges of supporting and enabling a wider \xc2\xa320m investment in IT, Cyber Security and Network Services.

o Swansea University is a forward-thinking institution that balances teaching and research, achieving a recent League Table Top 30 ranking and maintaining an outstanding track record in Student Experience and Employability.

The Job:

o The new IT Service Desk team (of which there is a 1st Line Support team and a 2nd Line Support team) will be the public face of IT Services and will set standards in advocacy and customer engagement. The team will offer expert support, advice and own resolving incidents and problems to customers in a timely and efficient manner.

o As a 2nd Line IT Service Desk Technician, you will play a key role in providing a professional, customer-centric IT support service and Audio Visual support service.

The person:

o The successful candidate will have experience working in a 2nd Line environment and will hone their skills in IT and Audiovisual problem solving through several years of experience in a similar environment.

o The successful candidate will be comfortable working with Active Directory (On-Prem and Azure Active Directory), Microsoft 365 and day-to-day IT maintenance tasks.

o As this role also encompasses the support of our Audio Visual function, the successful candidate would be comfortable working with Zoom and Microsoft Teams as well as being able to diagnose and work with issues with the typical A/V tools that would be found in lecture theatres.

o The successful candidate will be comfortable working in an ITIL environment and will have experience using ServiceNow or similar ITSM systems such as Remedy, Avaya, FreshDesk or similar.

o As the IT Service Desk supports customers in both Welsh and English, skills in Welsh are desired but not essential for this role.

The University is committed to supporting and promoting equality and diversity in all of 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.

We have an under-representation of women and would particularly welcome applications from women for this position. We also have an under representation of individuals from ethnic minority backgrounds and would encourage applications from these groups. Appointments will always be made on merit.

Please note this job is also being advertised to a pool of colleagues internally as part of our University commitment to employee redeployment. Should this post be filled from this route then you will receive an email confirming this. If you do not receive an email, please assume that your application is still in process.

Further information:

We will look to start the shortlist on the week starting 18 September and will try to start interviews on the week starting 2 October.

Applicants will be asked to provide a completed online application providing evidence against the essential criteria in the recruitment documents. Applicants should also attach to the latest CV application.

For more informaiton, please contact: Rhian Clarke, 2nd Line Team Leader. ( )

Swansea University