-ABOUT US-
The Institute of Inner City Learning (IICL) is one of the University of Wales Trinity Saint David’s four Institutes with campuses in Birmingham and London.

The IICL has multiple intakes per annum, delivers continuous learning, teaching and recruitment cycles and operates in an intensely competitive inner-city and multicultural HE environment. The Institute
currently has approx. 4,000 non residential students on Certificates of Higher Education, Honours degrees, Masters and Doctoral programmes, some of which are also taught at weekends.

- THE ROLE -
The Service Desk Engineer’s role is to support and maintain in-house computer systems, desktops, peripherals, AV equipment and translation equipment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. This person will log requests and incidents via the IT Service Desk system and provide end-user assistance (in person, by telephone, or via e-mail) in a timely and accurate fashion. The person will also provide appropriate support and guidance to junior members of the team, as well as providing end user training, inductions and assistance to staff and students where required.
The post holder will be under the line management of the Campus Operations Manager but for operational day-to-day duties will work under the guidance of the Principal Service Desk Technician.

Main duties will include:
Procurement & Deployment
• Support development and implementation of networking projects and new technology installations;
• Conduct research on desktop products in support of PC procurement and development efforts;
• Maintain up-to-date knowledge of networking contracts and supervise contract-based installations.

Operational
• Perform on-site analysis, diagnosis, and resolution of complex PC and AV problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed;
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance via the IT Service Desk software;
• Accurately document instances of hardware failure, repair, installation and removal;
• Support development and implementation of new computer projects and new hardware installations;
• Recommend, schedule, and perform PC/Network, hardware and peripheral equipment improvements, upgrades, and repairs;
• Monitor and test network performance and provide network performance statistics and reports;
• Be a point of escalation for more junior staff on technical issues;
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations;
• Receive and respond to incoming calls, tickets, and/or e-mails regarding desktop and network; problems via telephone, tickets and e-mail, ensuring courteous, timely, and effective resolution of end user issues;
• Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports;
• Maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other peripheral equipment;
• Perform server and security audits as well as system backups and recovery as directed by Head of IT Infrastructure;
• Plan, organise and prioritise own work and resources in order to achieve agreed objectives;
• Working technical knowledge of current protocols, operating systems, and standards;
• Liaise with third-party support and PC equipment vendors.

- REQUIREMENTS -
You should have:
• Good level of general education
• Excellent customer service skills
• Previous experience in providing high quality technical support
• Previous experience of using IT Service Desk software to log issues/requests
• Previous experience of common software tools, components and peripheral accessories
• Good working knowledge of Network and PC hardware
• Good working knowledge of AV equipment and associated software tools
• Able to work as part of a team and in partnership with others
• Recognises the need for and demonstrates appropriate confidentiality
• Able and prepared to work flexibly, including travel between campuses and locations when required

Please view the Job Description for further details, where you will also find a list of the essential and desirable ‘Person Specification’ criteria.

- FURTHER INFORMATION -
• Annual leave entitlement is 28 days annual leave per year (plus 8 bank holidays & 4 University closure days)

- HOW TO APPLY -
Please click the ‘Apply Now’ button to start your application. Each page of your application will be saved when you click ‘Next’ or ‘Previous’.

Please note, this application process does not include the option to submit a CV. Therefore, your application will be assessed based on your answers to the application questions only and, in particular, your Supporting Statement.

Note: Your correspondence language will be determined by the language you apply in.

Closing date: 13th July 2022, 11:59 pm