ITSM Support Technician

An exciting opportunity has become available for an ITSM Support Technician to join our team. The ITSM Support Technician will support the UIS ITSM tool (Current Ivanti HEAT). The UIS ITSM system supports 300 analyst users across UIS (The University of Cambridge's central IT team) and also groups outside UIS.

We are currently at the start of a project reviewing our ITSM tool with the aim of migration to a different tool. Working in collaboration with analysts, with ample training and learning opportunities, the ITSM Support Technician will be instrumental in selecting, implementing and migrating users over to the new tool.

As a ITSM Support Technician you will:

• Provide support to the analysts who use our ITSM tool.


• Support the ITSM System Manager, working closely with our Service Desk manager, in developing our ITSM tool.


• Promote the use of the ITIL framework in collaboration with our ITSM tool.
  
  Experience of working with an ITSM tool.


• Proven ability to provide user support.


• Experience of the ITIL framework and its practical implementation.


• Recent service delivery experience


• Strong communication and organisational skills


• Ability to identify issues and deliver a technical solution
  
  University Information Services (UIS) provides the digital infrastructure, business information and computing services at the heart of one of the world's top universities. The University of Cambridge has a bold ambition to use digitalisation to transform education and research, and UIS' team of developers, designers, testers, analysts and support staff is leading this exciting work.
  
  This position is a permanent, full-time role, usually based on the University's West Cambridge Site., You can expect to receive: - a competitive salary with automatic service-related progression and annual cost-of-living increases - a generous annual leave allowance of 36 days per year (including bank holidays) - access to a hybrid pension scheme with attractive employer contributions - access to a range of shopping and travel discounts through the Cambens scheme.