Support Technician (Teaching Side Support)
The London School of Economics and Political Science
London, GB
4d ago

LSE is committed to building a diverse, equitable and truly inclusive university

Data & Technology Services (DTS)

Support Technician (Teaching Side Support)

Salary from £27,011 pa inclusive with potential to progress to £32,284 pa inclusive of London allowance

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 is an entry opportunity to develop within an IT career. Knowledge and experience of the technologies mentioned is desirable but not essential if you are willing and able to learn we can teach you.

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 as well as seeking to resolve colleague’s enquiries as effectively as possible and providing a warm, pragmatic and welcoming customer service experience.

The role will be supported by our service desk management system, Cherwell and will require a disciplined approach to recording and administering service desk calls including ensuring calls are properly documented which will help others in the division in handling calls that have been passed to them.

Candidates will :

  • Ensure all support calls from all colleagues are handled effectively within SLAs, maintaining a high degree of customer service when responding to and resolving calls.
  • Ensure communication with colleagues both staff and students is effective, informative and pragmatic, including escalating concerns and issues through line swiftly and effectively to ensure that colleagues receive the best possible customer service including how we handle exceptions.
  • Perform morning rounds on the teaching spaces they look after including reporting cleaning / maintenance and requirements of room set up to others in the facilities areas.
  • Diagnose and provide basic troubleshooting for faults reported with network problems, specialist applications including teaching, learning and MIS applications, and to refer calls to colleagues in IT Services if necessary.
  • 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 06 October 2019 (23.59 UK time). Regrettably, we are unable to accept any late applications.

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