Location Docklands Campus
Salary Starting salary from £44577 to £49641 per annum inclusive of London Weighting
Post Type Full Time
Post Type Permanent
Closing Date Sunday 02 June 2024
Interview Date To be confirmed
Reference 0771-24-PS
University of East London
We're the University of East London (UEL) founded in 1898 and proud to change lives through education. Our goal is to advance industry 5.0 careers- first education and provide a clear path to the jobs and opportunities of the future. We're committed to driving diversity in the 5.0 talent pipeline, working in partnership to promote talent wherever it is found and creating a balanced, inclusive, and green future.
But we can't achieve this goal alone. We need forward-thinking, innovative, and curious individuals like you to join our community and help us craft our future. As part of our team, you'll have the opportunity to work with a diverse range of people who share your passion for creating positive change. We're an inclusive and welcoming community that is constantly moving forward, never satisfied with the status quo.
About Us
UEL (University of East London) IT Services is a centralized resource working collaboratively with the University community to transform UEL's digital landscape. Engaging in ground-breaking initiatives delivered within a dynamically developing cloud environment, IT Services work closely with staff, students, partners, and other key stakeholders to implement, develop and provide support for systems and services that enhance our learning and working environments.
We embrace the University's values and are committed to building a learning community founded on equality of opportunity, celebrating the rich diversity of our student and staff populations.
About the Job
This exciting position challenges you to provide full end-to-end technical support to users of our services. Working to industry best practice, this will encompass remote and telephone-based IT support as well as hands-on technical work, providing a one‐stop support provision for end user requests. This will involve triage, analysis and resolution of incidents, service requests and problems in relation to software, hardware, and Audio-visual services.
Reporting to the IT Frontline Services Manager, the role holder will have responsibility for the operational delivery of an end-to-end support service, actively contributing to the achievement of customer satisfaction by meeting SLA/OLA targets.
About You
Dealing with a diverse range of staff and student interactions in a fast-paced complex organisation, you will need to demonstrate a proven track record in enterprise software and hardware support whilst working within an ITIL framework. You will need the ability to adapt, diagnosing and resolving both incidents and problems as well as being involved in wider project-based work.
You will need to be a customer-focussed, positive, and proactive team player with excellent communication skills and the confidence to influence decisions both within and external to the department. You will be as comfortable writing user-oriented guides and maintaining administrative systems as you are investigating and managing the technical aspects of our services and will be able to produce key deliverables to tight deadlines by effectively managing multiple priorities.
Benefits Package
Here are UEL we understand it's about more than just a salary. It's about the entire package on offer along with our outstanding work environment and inclusive culture. We know the market rates for this vacancy and will offer a genuinely competitive salary DOE.
We care deeply about your wellbeing and our benefits includes: 20% pension (4% from you, 16% from us), 25 days holiday (3 additional days over Christmas) plus bank holidays and we're always open to consider flexible working arrangements. We have a shared success bonus scheme of up to £5,000 pa, subsidised gym membership, 3 times base salary life assurance, a cashback healthcare scheme and wide variety of other generous benefits including discounts on: Apple and Samsung products, holidays, clothing, fitness, lifestyle, dining out and weekly shopping.
Equal Opportunities
UEL is an inclusive equal opportunities employer and are proud of our Equality, Diversity and Inclusivity achievements, including: zero gender pay gap, members of Stonewall and have won Athena Swan awards. We expect all employees of UEL to accept our EDI policy and will not tolerate discrimination in any form.
We're a disability confident employer and value all applications. Please let us know if you require any reasonable accommodations throughout the recruitment process.
So, if you'd like to take your career to the next level with us here at the University of East London and are inspired by our environment and commit to success, we want you to apply today!
Further details: Job Description & Person Specification
To contact the recruitment team please phone+44 20 8223 3000 x 4600 or e-mail [email protected]
CVs without a completed application form will not be accepted.
At UEL we are committed to working together to build a community which values diversity in both our staff and student populations, is representative and inclusive, enabling all to progress and thrive.