About the job
This position is based in Delhi, India
The Senior Technician – Service Centre will work as part of the team that provides physical and virtual support to all IT users within the Group. This role will provide first-class customer service when engaging with users of Digital Services as this role will be responsible for being the first point of contact for IT queries and managing the resolution and escalation of these queries. In addition, this role will contribute to effective IT support for learning, teaching and research within the University Group.
Main Duties and Responsibilities
To act as a point of contact/support for Group Staff & Students using services provided by Digital Services. Manage various tasks/queries through phone calls, emails, portal queries
Follow agreed procedures to create, identify, priorities, and categories incidents with correct configuration items. Investigate causes of incidents and seeks resolution. Provide regular progress updates and maintain contact throughout the incident lifecycle.
Assist with the implementation of agreed remedies and preventative measures.
Provide support during malware attacks and other cyber security threats. Look to resolve where possible or engage with higher-level resolver groups to resolve security risks and typical vulnerabilities.
Investigate security breaches received from users following established procedures. Perform non-standard security administration tasks and resolve security administration issues such as Phishing attacks.
Respond to requests for service, help or advice from customers relating to the services used by staff and students by providing the requested service/help/advice.
Carry out routine administrative and maintenance tasks and checks on systems and equipment provided to identify, diagnose and document any faults.
Build, distribute and install IT equipment, assist with the installation of audio-visual equipment and manage software at various locations across the University Group
Monitor and control the issue of equipment and materials to authorized students and staff
Create, manage and evolve technical policies, processes and procedures.
Undertake workstation assessments and supervise general health and safety of staff and students using equipment and working in laboratories.
Liaise with suppliers of goods and services on matters related to repair of equipment.
Record details of hardware and software installed or removed and ensure the configuration management records are updated.
Ensure successful Incident, Fault and Problem Resolution following established procedures and service levels.
Identify and resolve problems before general release, assist with testing various releases=
Participate in the Digital Service Centre Service/Zone Owner sprints to work to reduce tickets where able and streamline processes for improved customer service.
Education/ Qualifications Educated to degree level or equivalent in an IT-related discipline, or substantial experience within an IT environment, ideally in a first or second-line technical support role Microsoft Certified Technology Specialist (MCTS).
Apple Certified Support Professional (ACSP).
Relevant professional qualifications such as Microsoft Certified Technology Specialist or Apple Certified Support Professional
ITIL Foundation V3 or V4 Certificate
Certified Agile Service Manager
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