Register  |  Log In  |  Contact Us

Support Officer (Teaching Side Support)

Organisation
London School of Economics
Reference
VAC-16333
Contract Type
Permanent
Sector
Education
Location
London
Salary
£30,029 to £34,487
Expiry Date
24/02/2019
This role will involve providing front line support for LSE technology services primarily within the Teaching Side support team.

Job Description

The London School of Economics is a cosmopolitan university situated in the vibrant centre of London that specialises in the study of social sciences.

 

LSE’s Data and Technology Services division provides services to over 10,000 staff and student users.

 

This role will involve providing front line support for LSE technology services primarily within the Teaching Side support team. This team handles incidents and service requests across LSE providing a visible and on-site support service assisting users with teaching and AV technology. This role will take a proactive approach to support, often working remotely within a defined cluster of teaching spaces. Also, this role would be responsible for other AV support services such as supporting public lectures and conferences.

 

This role will work within LSEs lecture theatres and teaching, meeting and learning spaces, supporting technology from large PA systems, digital audio and video to collaboration and video conferencing tools. The role will be supported in developing a rich knowledge of technical skills with an aim to achieving industry accreditation alongside business and customer service acumen.

 

They work alongside and occasionally within the Service Desk team providing additional support to front line services.

 

Candidates will:

  • Ensure communication with colleagues both staff and students is effective, informative and pragmatic, including escalating concerns and issues swiftly and effectively to ensure that colleagues receive the best possible customer service including how we handle exceptions.
  • Effectively convey information and solutions to users of varying IT skills and backgrounds
  • Perform remote and in person checks on the teaching spaces they look after including reporting maintenance and requirements of room set up to others in the facilities areas.
  • Ensure all equipment is functioning at the start of day.
  • Provide 1st line ‘teaching side’ support to teaching staff and maintain clear links to the central technology team.  This can be a stressful situation for both teaching staff and students to a calm and positive approach is essential.
  • Complete service requests such as managing events or conferences
  • Run weekly inspections and checks on all computer rooms for LSE including teaching spaces and common spaces.  This will be across Campus.
  • Ability to solve ‘on the spot’ problems for students and teaching staff to ensure the smooth running of the school.  This may be directing to the right place or resolving the request there and then.

 

Core hours are 10:30-18:30, but shift work will be expected.

 

We offer an occupational pension scheme, generous annual leave and excellent training and development opportunities.

 

The closing date for receipt of applications is 24th February 2019 (23.59 UK time). Regrettably, we are unable to accept any late applications.