IT Service Desk Adviser at University of East Anglia

Salary on appointment will be £22,197 per annum, with an annual increment up to £24,144 per annum.

An exciting opportunity has arisen for an IT Service Desk Adviser to join the ITCS Division to work as part of a dedicated team of IT professionals providing direct support across a wide range of technologies and to a diverse set of customers. You will play a key role in ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

You will act as the primary contact for students, staff and visitors, proving initial support and assistance for our catalogue of services. You will be responsible for responding to customer incidents and requests, analysing, investigating and implementing workarounds and/or technical fixes and keeping them updated on progress. You will also assist with campus card production, maintain accurate records within IT Services Management Tool and maintain and share documented processes to improve response times. 

A good standard of secondary education or equivalent experience in a similar role is essential. A qualification in an IT-related subject e.g. NQF level 3 or equivalent is desirable. You will have demonstrable experience of working in a customer service-based role, awareness of using and configuring a range of mobile devices with the ability to explain technical solutions clearly at all levels. Experience of using and configuring operating systems and working and/or providing support in an IT role would be beneficial.

This full-time post is available on an indefinite basis. Due to the nature of the role you will be required to work 5 days a week on a rotating shift pattern between the hours of 8am – 7pm Mon – Fri, and 11am – 7pm Saturday & Sunday.

UEA offers a variety of flexible working options and although this role is advertised on a full-time basis, we encourage applications from individuals who would prefer a flexible working pattern including annualised hours, compressed working hours, part time, job share, term-time only and/or hybrid working. Details of preferred hours should be stated in the personal statement and will be discussed further at interview.

Further information on our great benefits package, including 34 days annual leave inclusive of Bank Holidays and University Customary days (pro rata for part-time), can be found on our benefits page.

Closing date: 25 January 2024

The University holds an Athena Swan Silver Institutional Award in recognition of our advancement towards gender equality.