Job Description

ICT Technical Support Officer

Role:

ICT Technical Support Officer

Department:

Digital Services

Grade:

7 (39,423 - 46,761)

Responsible to:

ICT Technical Support Manager

Campus:

Derry~Londonderry

(Permanent / Full-Time)

Job Purpose

:

As ICT Technical Support Officer, you will manage the call allocation and 2nd level technical support team based at your campus. Your responsibility will focus on all ICT support activities and continual review of IT and AV services provided to staff and students. Managing the campus-based 2nd level Technical Support team through performance management, coaching, mentoring and day to day direction are central to meeting service targets alongside team development. You will report on service metrics utilising our IT Service Management tool and demonstrate progress of individuals, campus technical support team and/or projects you are part of.

Engagement with customers is critical to understand requirements whilst coordinating resources and solutions to manage expectations. You will also develop close working relationships with colleagues across Digital Services depts, in particular members of End User Computing and Networking, and play a key role in the transition of services into operational use. Digital Services are proud to be accredited to the Service Desk Institute (SDI) Service Desk Certification (SDC) programme. Following and continually reviewing 2nd line documentation that adheres to the SDI global best practice standard permitting excellent IT service operations are necessary tasks in the role.

Closing Date: 26th June 2025 at 23.30

Ulster University holds a Silver Athena SWAN award in recognition of our commitment to advancing gender equality in higher education, read more on our website https://www.ulster.ac.uk/peopleandculture/employee-benefits/equality-diversity/athena-swan.The University has a range of initiatives to support a family friendly working environment, including flexible working.

If you don't currently have the right to work and live in the UK, we are able to offer sponsorship for Skilled Work Visas subject to UK Visa's and Immigration (UKVI) requirements if the role meets the Home Office eligibility requirements. Details can be found on the Home Office website - https://www.gov.uk/skilled-worker-visa

If you have any specific queries regarding this post, please contact the named email address for the vacancy, as listed on the main current vacancies landing page.

If you have any specific queries regarding eligibility to work in the UK, our Resourcing Compliance team may be able to help: Resourcing-compliance@ulster.ac.uk

We may create a 12-month waiting list for same or similar roles within the Department / Faculty. The University reserves the right to extend the waiting list across the University if required for certain posts.

Job ID :

036526

Location :

Magee

Close Date :

26-Jun-2025