Service Desk Technical Officer

Harper Adams University; Newport; On-site; GBP 22,000 - 28,000; Full time

Job summary

A UK-based university is looking for a first-line IT support role, acting as the first contact for IT and AV requests. You will resolve or escalate issues, support staff and students, and undertake administrative tasks. Good communication skills and confidence on the phone are essential. Previous experience in IT support is desirable. The role requires providing support during office hours and occasionally at weekends.

Qualifications

• Experience in a 1st line technical or customer-facing service desk environment is desirable.
• Certification related to IT service delivery is a plus.

Responsibilities

• Serve as the first point of contact for IT and audio-visual requests.
• Handle tickets, document control, and provide guidance to staff and students.
• Work closely with technicians on 1st Line technical tasks.

Skills

Good communication skills

Confident telephone manner

Understanding of business etiquette

Good knowledge of Microsoft Office

Job description

This customer-facing position provides the first point of contact for IT and audio-visual requests where urgency is assessed before either being resolved by the Service Desk team or escalated to the wider IT team. The role holder will work closely with technicians undertaking an administrative service desk role which includes ticket handling, document control, providing guidance to staff and students, and liaising with departments on IT requirements in addition to undertaking 1st Line technical tasks. The successful applicant will receive training in all university specific technical tasks that are required.

Good communication skills are essential along with a confident telephone manner, an understanding of business etiquette, and good knowledge of Microsoft Office. Experience of working in a 1st line technical or customer-facing service desk environment or having related certification is desirable.

The post-holder will be required to become part of team routinely providing support 8am to 6pm Monday to Friday during term time (until 5.10pm out of term) on a rota basis and weekend cover once every 9 weeks during term time (approx. 4 times a year). There will be a need to provide out-of-hour support when required for university events and conferences.

Occasionally there is a requirement to work varying core hours, to work in the evenings and/or at weekends for special project implementations or system upgrades and to ensure that service commitments are met.

The Service Delivery Team is based on the main university campus. On occasion there will be a need to work from satellite sites on a rota basis.

If you have any queries or questions or for an informal discussion, please contact the IT/AV Service Delivery Manager, Clive Wells, at [e-mail].

For further information about the University or to see full job description, please visit our website at www.harper-adams.ac.uk.

Application Procedure

Please apply online via the Harper Adams e-Recruitment programme at http://jobs.harper-adams.ac.uk submitting your CV and a personal statement outlining your suitability for the role. Your personal statement should clearly demonstrate how your skills, experience, and achievements meet the requirements outlined in the person specification. Applications without a personal statement may not be considered.

To be completed by 19 November 2025.

If you do not yet have the right to work in the UK and/or are seeking sponsorship for a Skilled Worker visa in the UK, please follow this link https://www.gov.uk/browse/visas-immigration which contains further information about obtaining the right to work in the UK and details about eligibility for sponsorship for a Skilled Worker Visa.