IT Support Assistant X3

The below is only for Middlesex University Graduates

• Working in a busy service desk and face to face environment to provide technical support to staff and students on a wide range of enquiries with varying complexity and to undertake maintenance tasks in support of the University’s Digital & Library Service systems infrastructure.
• The post holder will also provide support for desktop machines (PCs and Mac), laptops, mobile devices and specialist software and equipment used in the provision of teaching and learning.
• To assist in on-going projects within the School, particularly in the areas relating to Operating System and software rollouts.
• To assist the IT Support team with projects, upgrades, support and documentation.

Duties and responsibilities

Principal Duties:

• The post-holder will be expected to acquire knowledge of the IT environment in order to carry out the tasks on central and remote Digital & Library Service managed by the IT Support Team.

The post-holder will

• Have experience of Operating systems (Windows & Mac OS).
• Have experience in installing or supporting operating systems and installing applications.
• Have interest in IT hardware, software and networking.
• Be willing to learn new technical skills.
• Have good communication skills
• Be well organised.
• Be able to work on their own initiative.
• Log all calls on the service management software.
• Provide pro-Active support for Audio Visual issues reported by staff and escalation to the specialist Audio Visual Team as required.

Other Duties:

The above list is not exclusive or exhaustive and working as part of the Digital & Library services Team, the post-holder will be required to work flexibly and co-operatively with other members of the team providing cover and assistance when necessary and participate within the team as requested on such areas as communication and general office organisation. The post holder will also assist with our electronic loan system and call logging as well as maintenance of the computer labs and the technical equipment.

Other tasks that may be required by their Line Manager, with particular reference to major events such as, enrolment and induction, examination invigilation and graduation ceremonies, when all administrative staff are expected to participate.

• To develop and maintain appropriate knowledge of software packages and IT developments in use or having potential for use within the University and share with colleagues as appropriate
• To undertake any other duties and specific projects as requested by the IT Support Manager

Skills and experience

Experience:

Essential :

• Experience of supporting IT users in a PC and Mac networked environment
• Experience and knowledge of hardware and software installation, problem diagnosis and resolution
• Experience of supporting a range of software packages
• Experience of supporting a range of devices including mobile and media devices

Desirable:

• Ability to adapt and to acquire additional technical skills as may be required to implement and support the University’s computing and communications environment.

Skills:

Essential:

• Must be able to explain / discuss complex technical issues with non-technical colleagues.
• Excellent organisational skills and the ability to prioritise work under pressure.
• Ability to communicate with people at all levels.
• Ability to rapidly gain new technical IT skills quickly in a rapidly changing environment.

Aptitude:

Essential:

• To have a positive approach to team working
• To possess a flexible approach to working in a complex, busy environment
• To demonstrate a customer-focused approach to service delivery

Location
Hendon Campus