Service Desk Support Officer

Department: IT Services
Salary: £29,082 per annum (Grade 3)
Reference: QMUL30273
Location: Whitechapel
Date posted: 12 September 2022
Closing date: 25 September 2022

Further details and apply

Overview

We are seeking to appoint an experienced Service Desk Officer to provide first line IT support.

Essential requirements for this post include a high level of customer service skills, ability to

prioritise a varied workload and meet deadlines, demonstrable experience working with a wide

range of hardware and software including operating systems (Win/Mac/Linux). Experience in

a similar or related role within an ITIL compliant organisation is required. Applicants must show

experience of team and independent working. An essential requirement of this role will be the

ability to undertake shift working. The shift working patterns are either 7am to 3pm, 9am to

5pm or 11am to 7pm.

The successful applicant will be required to:

• Deliver best in class Customer Service with Customer Satisfaction as the driver

• Respond to and resolve customer IT requests and incidents

• Investigate and resolve complex queries

• Deliver to defined Service Levels Agreements (SLAs) and Key Performance Indicators

(KPIs)

• Use initiative to plan immediate work priorities and react to changing priorities

• Be an escalation point for other team members

• Actively undertakes to improve on own and colleagues’ knowledge and skills to support

the ever-changing IT service landscape and continually improve service.

• Produce and review process documentation

• This role will require applicants to be able to undertake shift working.

The post is based at our brand-new Professional Services building, on Mile End Road, London.

It is full-time and permanent. Starting salary will be Grade 3, £29,082 per annum inclusive of

London Allowance.

We offer competitive salaries, access to a generous pension scheme, 30 days’ annual leave,

a season ticket loan scheme and access to a comprehensive range of personal and

professional development opportunities. In addition, we offer a range of work life balance

and family friendly, inclusive employment policies, and campus facilities including an on-site

nursery at the Mile End campus

We particularly welcome applications from people who identify as women as this group groups

is underrepresented at this level at Queen Mary.

Candidates must be able to demonstrate their eligibility to work in the UK in accordance with

the Immigration, Asylum and Nationality Act 2006. Where required this may include entry

clearance or continued leave to remain under the Points Based Immigration Scheme.

Informal enquiries should be addressed to Rob Walters at rob.walters@qmul.ac.uk

Details about the department can be found at www.its.qmul.ac.uk

Further details and apply