Campus IT Help Desk Specialist - Frontline Support

University of Leeds; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

42 days annual leave

On-site gym access

Development courses

On-site childcare discounts

Job summary

University of Leeds is seeking a Campus IT Front Line Services Service Desk teammate to act as the first point of contact for IT issues. The role supports resolving issues across desktops, laptops, tablets and mobiles with a focus on first time fixes and collaboration across IT teams.

Based on campus with hybrid working options, the role involves handling high priority incidents and guiding colleagues through coaching and mentoring while ensuring users can access core IT services.

Qualifications

• Substantial experience in a customer facing technical support role.
• Ability to translate technical information for a wide range of users.
• Experience sharing best practice and collaborating with colleagues.

Responsibilities

• Serve as the first point of contact for IT Services enquiries on the Campus IT Front Line Services Service Desk.
• Triaging incidents and service requests, prioritising high priority, major and critical incidents.
• Provide first line and second line fixes for desktop, laptop, tablet and mobile devices where possible.
• Refer more complex issues to 2nd and 3rd line support teams and support colleagues through call coaching and mentoring.

Skills

Customer service

Technical support

Communication

Coaching/mentoring

Job description

University of Leeds is seeking a Campus IT Front Line Services Service Desk teammate to act as the first point of contact for IT issues. The role supports resolving issues across desktops, laptops, tablets and mobiles with a focus on first time fixes and collaboration across IT teams.

Based on campus with hybrid working options, the role involves handling high priority incidents and guiding colleagues through coaching and mentoring while ensuring users can access core IT services.