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Support Officer (Service Desk)

Organisation
London School of Economics
Reference
VAC-16340
Contract Type
Fixed Term
Sector
Education, IT
Location
London
Salary
£30,029 to £34,487
Expiry Date
24/02/2019
The London School of Economics is a cosmopolitan university situated in the vibrant centre of London that specialises in the study of social sciences.

Job Description

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

 

LSE Data and Technology Services are investing in our frontlines services and making them front and centre to the delivery and management of our IT services. The Service Desk is an integral part in enhancing the user experience through efficient processes and customer-focused staff.

 

The role will involve being a first point of contact for all technology services and incidents arising across the LSE either via the Service Desk or as Teaching Side Support teams. However not only will this role have strong involvement in managing incidents and server requests, but also will support service improvement through involvement in projects and operational activity to enhance the services through automation, leaner process and adoption of new skills.

 

This role will be a central part of the Service Desk team, but this role will also form part of a virtual team providing cover and support to the Service Desk, Teaching Spaces, Open Spaces and Computer Rooms when additional resource is required. This opens the opportunity for cross-functional training and a variety of support responsibilities. 

 

Candidates will:

  • Have good knowledge of desktop operating systems such as Windows 10 and Mac OS
  • Have knowledge of Computer networks and WIFI
  • Have knowledge of Office 365 suite
  • Have knowledge of working with and IT service management tool to manage incidents and service requests
  • Confidently handle challenging conversations or situations and can support others in the process
  • Have excellent face to face and telephone manner and able to support and empathise with users of the service in time sensitive situations
  • Be able to communicate technical information in a non-complex manner and provide user training in person and over the phone
  • Engage with service improvement projects

 

Core hours are 08.30-16.30, but shift work will be expected.

 

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

 

For further information about the post, please see the how to apply document, job description and the person specification.

 

To apply for this post, please go to www.lse.ac.uk/LSEJobs. If you have any technical queries with applying on the online system, please use the “contact us” links at the bottom of the LSE Jobs page. Should you have any queries about the role, please email imt.admin@lse.ac.uk.  

 

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