IT Service Delivery

Right to work: Please note that it will not be possible for the University to issue a Certificate of Sponsorship to the successful candidate for this position. Therefore, the appointable candidate will need to be eligible to work in the UK or have leave to remain in the UK and associated right to work for the duration of their employment with the University, in accordance with the Immigration, Asylum and Nationality Act 2006.
Full-Time, Fixed-Term (until 1 June 2028)
This role is initially offered as a 2-year contract to provide cover for a team member who has been seconded into another area of IT Services.
We are looking for a customer-focused, enthusiastic individual to join our IT Service Desk Team, supporting staff and students across a large and diverse enterprise IT environment at a research-intensive University proud of its distinctive history and driven by social purpose., # Act as the first point of contact for IT support, delivering prompt, professional first-line assistance to students and staff across a broad range of technical issues, including hardware, software, authentication, and Wi-Fi connectivity.
# Provide a high-quality IT Service Desk service, efficiently logging, prioritising, and managing support requests received in person, via email, telephone, and web chat using our service management tool.
# Work collaboratively as part of the IT Service Desk team to deliver consistent, accurate, and customer-focused support, ensuring incidents and service-related issues are clearly documented.
# Apply technical knowledge and strong problem-solving skills to advise, guide, and support users, enabling more effective use of university IT systems and digital services.
# Investigate, diagnose, and resolve first-line technical and application issues, using structured troubleshooting methods and escalating more complex problems where appropriate.
# Undertake a range of IT administration duties, supporting the efficient and secure operation of IT services.
# Support the evaluation, testing, and introduction of new technologies and services, contributing to the ongoing development and enhancement of the IT service offering.

# A relevant IT qualification (IT-related subject, A-Level, or equivalent).
# Working knowledge of Microsoft operating systems, including Windows 11.
# Familiarity with Active Directory and Microsoft Entra.
# A strong understanding of IT troubleshooting, particularly in areas such as user authentication and network connectivity.
# Confident use of Microsoft Office applications, with the ability to provide advice and support to end users.
# Proven ability to work effectively as part of a team in a collaborative environment.
# Strong communication skills, with the ability to explain technical solutions clearly to individuals from a wide range of backgrounds and professional levels.
# Experience of working in a customer-focused environment, delivering a high standard of service.
# Ability to carry out routine manual, automated, and administrative IT processes accurately and efficiently.
Desirable Skills and Experience
# Experience supporting Apple Macintosh computers.
# Additional language skills are welcomed and may support the delivery of an inclusive and accessible service

We offer a highly competitive rewards and benefits package including:
# Generous annual leave entitlement
# Training and development opportunities
# Pension scheme with a generous employer contribution
# Schemes such as Cycle to Work, Season Ticket Loans and support with eyesight testing
# Free parking
This role is primarily remote, with four days per week working from home and one day per week on campus in Egham, Surrey. Our beautiful, leafy campus sits near Windsor Great Park and is within easy commuting distance of London.