IT Service & Support Technician

The Open University; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading UK university is seeking an IT support professional to join their 2nd line Service Desk team. The role involves delivering exceptional IT support to around 10,000 users, focusing on proactive service delivery and technical expertise. Key responsibilities include resolving hardware/software issues, conducting user workshops, and maintaining IT system operations. The ideal candidate will have proven IT support experience and strong communication skills. This position offers various benefits, including ample annual leave and flexible working policies.

Benefits

30 days annual leave

Access to pension scheme

Staff fee waivers for OU study

Flexible working policies

Wellbeing support and development opportunities

Qualifications

• Proven experience supporting IT systems and software in a professional environment.
• Solid understanding of computer hardware, software, and AV technologies.
• Familiarity with IT support processes and enterprise service management tools.

Responsibilities

• Provide reactive support for hardware and software issues.
• Deliver proactive IT support through workshops and drop-in sessions.
• Take ownership of support tickets ensuring timely communication.

Skills

IT support experience

Strong communication skills

Customer-focused service delivery

Understanding of AV technologies

Job description

Overview

Are you passionate about delivering exceptional IT support in a dynamic and service-focused environment? As part of our 2nd line Service Desk team, you’ll play a key role in supporting around 10,000 users across multiple locations and remote setups. This is a hands‑on role that blends technical expertise with proactive service delivery, including AV support and user workshops. You’ll be instrumental in maintaining high service standards and ensuring smooth operation of IT systems across the University.

Responsibilities

• Provide reactive support for hardware and software issues, resolving incidents and service requests efficiently.
• Deliver proactive IT support through workshops and drop‑in sessions, including AV setup and event assistance.
• Take ownership of support tickets, ensuring timely communication and resolution across technical teams.
• Use service management tools to log, elevate, and track incidents and requests.
• Coordinate with internal experts and external partners for repairs and specialist support.
• Support office moves, regional setups, and events, including occasional out‑of‑hours and domestic travel.

Qualifications

• Proven experience supporting IT systems and software in a professional environment.
• Strong communication skills and a customer‑focused approach to service delivery.
• Solid understanding of computer hardware, software, and AV technologies.
• Ability to work independently and as part of a team, managing tasks to deadlines.
• Experience coaching users and delivering training on technology use.
• Familiarity with IT support processes and enterprise service management tools.

Benefits

• 30 days annual leave, in addition to bank holidays and a three‑day Christmas closure period.
• Access to a leading pension scheme for UK higher education with generous employer contributions.
• Staff fee waivers for OU study, meaning you could earn a degree for free.
• Flexible working and family‑friendly policies.
• Discounts, wellbeing support, and development opportunities.

Ready to make an impact?