Service Desk Technical Officer (Permanent, 37 hours per week) (CW-2040)

Service Desk Technical Officer (Permanent, 37 hours per week) (CW-2040)

Join to apply for the Service Desk Technical Officer (Permanent, 37 hours per week) (CW-2040) role at Harper Adams University

Service Desk Technical Officer (Permanent, 37 hours per week)

Job Overview

This customer‑facing position provides the first point of contact for IT and audio‑visual requests where urgency is assessed before either being resolved by the Service Desk team or escalated to the wider IT team. The role holder will work closely with technicians undertaking an administrative service desk role which includes ticket handling, document control, providing guidance to staff and students, and liaising with departments on IT requirements in addition to undertaking 1st Line technical tasks.

Key Responsibilities

• Handle first line IT incidents and service requests, assessing urgency and resolving or escalating appropriately.
• Maintain accurate ticket records and provide guidance to staff and students on IT issues.
• Control and update documentation and support administrative service desk processes.
• Liaise with university departments on IT requirements and system upgrades.
• Provide out‑of‑hour support for university events, conferences and special projects as required.
• Work on rota basis 8am‑6pm Monday‑Friday during term time, 5.10pm out‑of‑term, and cover weekends once every nine weeks during term time.

Qualifications and Experience

• Excellent communication skills, confident telephone manner and good business etiquette.
• Proficiency in Microsoft Office and general IT troubleshooting.
• Experience in a 1st line technical or customer‑facing service desk environment.
• Relevant certification (e.g. ITIL Foundation) is desirable.

Application Procedure

Please apply online via the Harper Adams e‑Recruitment programme at http://jobs.harper-adams.ac.uk submitting your CV and a personal statement outlining your suitability for the role. Your personal statement should clearly demonstrate how your skills, experience and achievements meet the requirements outlined in the person specification. Applications without a personal statement may not be considered. To be completed by 19 November 2025

If you do not yet have the right to work in the UK and/or are seeking sponsorship for a Skilled Worker visa in the UK, please follow this link https://www.gov.uk/browse/visas-immigration which contains further information about obtaining the right to work in the UK and details about eligibility for sponsorship for a Skilled Worker Visa.

Working Location

The Service Delivery Team is based on the main university campus. On occasion there will be a need to work from satellite sites on a rota basis.

Contact

If you have any queries or questions or for an informal discussion, please contact the IT/AV Service Delivery Manager, Clive Wells, at cwells@harper-adams.ac.uk

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