Computer Support Officer (Help Desk)

Imperial College London; Greater London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

43 days annual leave

Pension schemes

Flexible working policy

On-site leisure facilities

Cycle-to-work scheme

Season ticket loan

Job summary

Imperial College London is seeking a Computer Support Officer (Help Desk) to provide friendly, responsive IT support to staff, students and visitors.

You will troubleshoot a wide range of issues, support user accounts and IT equipment, and contribute to service improvements within a busy academic environment. Strong customer service and communication skills are essential.

Qualifications

• Experience in IT support, service desk or customer-facing technical support role.
• Strong understanding of desktop environments and IT hardware.
• Experience diagnosing and resolving a range of technical issues and supporting operating systems.

Responsibilities

• Provide friendly, responsive first-line IT support to staff, students and visitors.
• Troubleshoot issues and support user accounts and IT equipment across devices, networks, AV and teaching environments.
• Contribute to service improvements, documentation and introduction of new technologies.

Skills

Customer service

Communication skills

Problem solving

Time management

Education

IT/CS degree or equivalent

Tools

macOS

Windows

Linux

Job description

Computer Support Officer (Help Desk) Imperial College London•London, GB

The Department of Computing is a leading computer science department in the UK. The Computing Support Group (CSG) provides the IT services that support teaching, research and day-to-day departmental activities.

As a Computer Support Officer (Help Desk), you will provide friendly, responsive first-line IT support to staff, students and visitors. You will help resolve a wide range of technical issues, build positive relationships with users, and contribute to the ongoing improvement of IT services across a busy and dynamic academic environment.

You will provide responsive first-line IT support to staff, students and visitors, managing requests from initial contact through to resolution. You will troubleshoot a wide range of technical issues, support user accounts and IT equipment, and provide assistance across devices, networks, AV and teaching environments.

You will also support IT services for teaching, research and student projects, while contributing to service improvements, documentation and the introduction of new technologies. Working closely with colleagues and external suppliers, you will help deliver reliable, secure and user-focused IT services across the Department.

We are looking for someone with a good level of education, ideally including a qualification in IT, Computer Science, Information Technology or a related subject, or equivalent relevant experience. You will have experience working in an IT support, service desk or customer-facing technical support role, with a strong understanding of desktop environments and IT hardware.

You will have experience diagnosing and resolving a range of technical issues and supporting operating systems, including macOS, Windows and Linux. A good understanding of hardware, networking and IT infrastructure is important, along with experience using diagnostic, maintenance and security tools. Knowledge of Linux package management systems such as apt and yum would also be beneficial.

You will be a strong problem solver with excellent customer service and communication skills, able to support both technical and non-technical users. You will be comfortable managing multiple requests, prioritising your workload and escalating issues when appropriate. We are also looking for someone who can work independently while being a collaborative and supportive member of the wider team, contributing to service improvements and effective IT support across the Department.

• The opportunity to continue your career at a world-leading institution and be part of our mission to use science for humanity.


• Benefit from a sector-leading salary and remuneration package (including 43 days’ annual leave and generous pension schemes).


• Access to a range of workplace benefits including a flexible working policy from day one, generous family leave packages, on-site leisure facilities and cycle-to-work scheme.


• Interest-free season ticket loan schemes for travel.


• Be part of a diverse, inclusive and collaborative work culture with variousand resources to support your personal and professional.