At a Glance
- Tasks: Provide IT support and troubleshoot issues for users at Coventry University.
- Company: Join CU Enterprise Limited, part of Coventry University, enhancing educational experiences.
- Benefits: Enjoy competitive salary, excellent pension, 30 days leave, and discounts on tuition fees.
- Other info: Work in a diverse and inclusive environment, fostering growth and collaboration.
- Why this job: Be the first point of contact for tech support, making a real impact on users' experiences.
- Qualifications: Degree in IT or relevant experience; knowledge of Windows, Microsoft 365, and networking preferred.
The predicted salary is between 21500 - 24500 £ per year.
Coventry University Infrastructure Services aims to provide and support a range of information delivery, computing, and telecommunications-based services, which will further the aims and objectives of the University, enhance the educational environment for students and assist staff at all levels in fulfilling their roles and responsibilities.
This role is based within CU Enterprise Limited, a sister company of Coventry University and part of the Coventry University Group.
As a Service Centre Senior Technician, you will work as part of the team that provides physical and virtual support to all IT users within the Coventry University Group. You will be our customers’ first point of contact, gathering information, logging fault and request tickets on our portal, prioritising issues based on their urgency and importance, and flagging the most urgent and critical cases for immediate review, as well as being a point of technical escalation from Technicians and Phone Assistants. You will also provide guidance and fixes for common IT issues and signpost callers to alternative resources, such as knowledge guides and articles, to help them resolve their issues.
You will also be responsible for providing more in-depth analysis of certain aspects of IT support by taking ownership of an element of our service, researching best practices and providing knowledge and guidance to colleagues and customers. This role is based in Liverpool Street site, London.
Our Successful Candidate
- You will be educated to degree level or equivalent in an IT related discipline, or have experience of working within an IT environment, ideally in a first or second line technical support role.
- You will have a sound understanding of general and common computer systems and IT troubleshooting, as well as Windows operating systems and the Microsoft 365 suite of applications and, ideally, at least a basic knowledge of macOS and networking principles.
- Experience of previously working with network technology would be advantageous.
- You will have previously worked with an IT fault logging or call recording system and will be able to manage your own workload within this system whilst working with colleagues to resolve complex problems.
- You will be personable and friendly, with excellent interpersonal and communication skills, enabling you to effectively interact with our customers, understand their needs, and provide accurate and helpful information.
- You will be organised and efficiently manage your time.
- Most importantly, you will have an eye for detail and a mindset accepting that, whilst we can’t always provide all of the answers there and then, there are often things we can still do to help.
The Benefits
- Along with a competitive salary we offer an industry leading Rewards and Benefits package which includes:
- Excellent Employers Pension Contribution
- 30 days Annual leave plus Bank Holidays
- New Holiday Purchase Scheme up to 5 additional days
- BUPA Cash Plan
- 50% off Tuition Fees for staff dependants
- CU Reward Scheme – Discounts across a range of High Street/ Online Retailers
- Cycle To Work scheme
Our Culture
As a global Education Group, equality, diversity, and inclusion are embedded within the fabric of our organisation and are a key focus of our core values. We harness the power and potential of the diverse cultures, backgrounds, abilities, and experiences of our students, colleagues, and partners to create opportunities for all.
Digital Service Centre Senior Technician in London employer: CU London
Coventry University Infrastructure Services is an exceptional employer, offering a competitive salary and an industry-leading rewards package that includes generous annual leave, excellent pension contributions, and opportunities for professional development. Our inclusive work culture values diversity and fosters growth, making it an ideal environment for IT professionals looking to make a meaningful impact while enjoying the vibrant atmosphere of London.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Service Centre Senior Technician in London
✨Tip Number 1
Familiarise yourself with the specific IT systems and tools mentioned in the job description, such as Windows operating systems and Microsoft 365. Having hands-on experience or knowledge of these platforms will give you an edge during interviews.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for common IT issues. Being able to demonstrate your problem-solving abilities in real-time scenarios can impress interviewers and show that you're ready for the role.
✨Tip Number 3
Prepare to discuss your previous experiences in IT support roles. Think of specific examples where you successfully resolved issues or improved processes, as this will highlight your capability to handle the responsibilities of a Senior Technician.
✨Tip Number 4
Showcase your interpersonal skills by being personable and friendly during any interactions with our team. This role requires excellent communication, so demonstrating your ability to connect with others can set you apart from other candidates.
We think you need these skills to ace Digital Service Centre Senior Technician in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in IT support, particularly in first or second line roles. Emphasise your familiarity with Windows operating systems, Microsoft 365, and any experience with macOS or networking principles.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how your skills align with the responsibilities outlined in the job description, such as your ability to manage fault logging systems and provide excellent customer service.
Showcase Your Communication Skills:Since the role requires excellent interpersonal skills, consider including examples in your application that demonstrate your ability to communicate effectively with customers and colleagues. This could be through previous roles or specific projects.
Highlight Problem-Solving Abilities:The job involves troubleshooting and resolving IT issues. Use your application to showcase instances where you've successfully identified problems and implemented solutions, especially in a technical support context.
How to prepare for a job interview at CU London
✨Know Your Technical Stuff
Make sure you're well-versed in common IT troubleshooting techniques, especially with Windows and Microsoft 365. Brush up on your knowledge of macOS and networking principles too, as these could come up during the interview.
✨Demonstrate Your Customer Service Skills
Since you'll be the first point of contact for users, showcase your interpersonal skills. Prepare examples of how you've effectively communicated with customers and resolved their issues in previous roles.
✨Familiarise Yourself with Fault Logging Systems
Understand the basics of IT fault logging or call recording systems. Be ready to discuss any experience you have with these tools and how you managed your workload using them.
✨Show Your Organisational Skills
The role requires efficient time management and organisation. Think of instances where you've successfully prioritised tasks or managed multiple requests simultaneously, and be prepared to share those examples.
