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- Tasks: Provide first and second-line IT support to users, resolving queries and delivering hands-on fixes.
- Company: Join Coventry University Group, a global education leader focused on creating better futures through innovation.
- Benefits: Enjoy competitive salary, excellent pension, 30 days leave, and discounts for staff dependants.
- Why this job: Be part of a dynamic team, enhance your IT skills, and make a real impact on campus.
- Qualifications: Customer service experience and IT literacy are essential; Level 3 qualification in IT is preferred.
- Other info: Ongoing training provided to help you grow into an expert in specific IT areas.
The predicted salary is between 19800 - 20680 £ per year.
Join to apply for the Digital Service Centre Technician role at CU London.
Division, Department: CUEL Infrastructure Services (IS), IS Infrastructure Delivery - Digital Delivery
Salary: Competitive starting salary range from £23,877 up to £25,847 per annum (dependent upon experience) with the potential to progress. A discretionary range for candidates with exceptional experience can be discussed/considered.
Mode: Permanent, Full Time
Our Mission: Coventry University Group is a global education group with a mission of Creating Better Futures. We are driven by our passion and belief that through education, equity, and innovation, our students, people, and communities are empowered to transform their lives and the world around them.
The Role: The Digital Service Centre Technician role operates as part of a team, providing first and second-line support - both physical and virtual - to all Digital Services users. Often the first point of contact for user queries, this dynamic and fast-paced role entails managing the resolution and escalation of these queries, delivering hands-on IT fixes, and supporting our teaching and learning activities around campus. Additionally, it includes assisting with IT moves, hardware replacements, and answering support calls.
Successful candidates will also grow into experts in specific areas of the campus, allowing them to analyse and implement proactive service improvements that reduce overall ticket numbers and enhance the service provided to our users. This position is based at our Greenwich Campus, London.
The ideal candidate would have a high level of customer service experience, a can-do attitude, and experience working in a fast-paced IT environment. Training will be provided regularly as an ongoing aspect of the role as part of continuous service improvements.
You will be an excellent oral and written communicator, capable of expressing complex technical terms and messages clearly and concisely in plain English while tailoring your message to customer needs. You’ll be resilient, methodical, and empathetic. We won’t always be able to assist our customers immediately, so you’ll feel at ease managing expectations and explaining what we can do instead.
While not essential, ideally, you should have prior IT Service Desk or Service Centre experience providing IT support for both hardware and software and experience installing various software. Either way, you must be proficient in using Windows desktop operating systems, the Microsoft Office suite, and Apple Macintosh operating systems and have a strong understanding of basic IT troubleshooting skills. General IT literacy and a genuine interest in the IT industry are essential. Ideally, you'll hold a Level 3 qualification or equivalent in an IT-related discipline.
The Benefits: As a staff member of Coventry University, you will have access to a wide range of industry-leading rewards and benefits which include:
- Excellent Employers Pension Contribution
- 30 days Annual leave plus Bank Holidays
- Holiday Purchase Scheme
- Life Assurance 4 x Salary
- 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.
We look forward to hearing from you!
Digital Service Centre Technician employer: CU London
Contact Detail:
CU London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Service Centre Technician
✨Tip Number 1
Familiarise yourself with the specific technologies and software mentioned in the job description, such as Windows desktop operating systems and the Microsoft Office suite. Being able to demonstrate your proficiency in these areas during an interview can set you apart from other candidates.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've successfully handled difficult situations in the past. This role requires a high level of empathy and communication, so being ready to discuss your experiences will highlight your suitability for the position.
✨Tip Number 3
Research CU London and its mission to create better futures through education. Understanding their values and culture will help you align your responses during interviews and show that you're genuinely interested in contributing to their goals.
✨Tip Number 4
Network with current or former employees of CU London, especially those in IT roles. They can provide valuable insights into the work environment and expectations, which can help you tailor your approach when applying and interviewing for the Digital Service Centre Technician role.
We think you need these skills to ace Digital Service Centre Technician
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Digital Service Centre Technician role. Tailor your application to highlight relevant experiences that align with these expectations.
Highlight Customer Service Skills: Since the role requires a high level of customer service experience, make sure to emphasise any past roles where you provided support or assistance. Use specific examples to demonstrate your ability to communicate effectively and manage customer expectations.
Showcase Technical Proficiency: Mention your familiarity with Windows desktop operating systems, Microsoft Office suite, and Apple Macintosh systems. If you have experience in IT troubleshooting or service desk environments, be sure to include that as well.
Craft a Strong Cover Letter: Write a compelling cover letter that not only summarises your qualifications but also expresses your genuine interest in the IT industry and the specific role at CU London. Make it personal and engaging to stand out from other applicants.
How to prepare for a job interview at CU London
✨Showcase Your Customer Service Skills
As the role involves providing first and second-line support, it's crucial to demonstrate your customer service experience. Prepare examples of how you've effectively handled user queries or resolved issues in previous roles.
✨Communicate Clearly and Concisely
You'll need to express complex technical terms in plain English. Practice explaining IT concepts simply, as this will show your ability to tailor your communication to different audiences.
✨Demonstrate Your IT Knowledge
Familiarise yourself with common troubleshooting techniques and the software mentioned in the job description. Be ready to discuss your experience with Windows and Apple operating systems, as well as any relevant qualifications.
✨Exhibit a Can-Do Attitude
The ideal candidate should have a positive, resilient mindset. Be prepared to share instances where you've managed expectations or adapted to challenges, showcasing your problem-solving skills and adaptability.