IT Technical Services Officer (AV) - RGU07416

Job Summary Robert Gordon University (RGU) is widely recognised as a distinctive part of Aberdeen and Scotland\’s education landscape. Every one of our employees makes their own unique and equally important contribution to our success, at every level of our operation. This is a key role in the IT Services Dept, working with and alongside colleagues in the AV/IT team, wider Service desk team, and with the AV Senior Support Analyst to provide AV and IT services and support, to the University. Supporting the University\’s AV and IT resources, staff, and students, you will provide and promote excellent customer service, responses to incidents and requests, support the university\’s teaching/meeting rooms, and provide additional support to the wider ServiceDesk team as and when required. You will play a part in developing the team, seeking ways to improve the services, and ensuring you are abreast of new technologies. You will have a proven track record of assisting with the support of Audio-Visual solutions, working with colleagues across the University on projects assisting with AV elements as well as 3rd party providers and maintaining those working relations. Please note this role requires full-time on-campus presence, as it forms a key part of the service desk team and therefore remote or hybrid working is not suitable for this position. You will benefit from a generous pension scheme, 46 days annual leave (including statutory days) an onsite nursery and sports centre, as well as a range of voluntary health and travel benefits. We are committed to attracting and engaging a diverse range of staff and fostering a culture where everyone feels welcome, comfortable to express their ideas, and can reach their full potential. For more information, please visit Our Diverse Workforce pages. Job Description RESPONSIBLE TO : Service Desk Team Lead RESPONSIBLE FOR : No supervisory responsibility PURPOSE OF POST : To work with the team to provide excellent AV Service and support, ensuring that these services meet the needs of the University. PRINCIPAL DUTIES : To receive reported faults/queries by telephone, e-mail, service desk portal or in person which will include AV as well as all other IT support requests and incidents. . To ensure that these reports are accurately recorded in the Service Desk System. Ensure effective and timely resolution of all incidents/requests, both remote and in person. As and when required will provide resource assistance to the wider Service desk team and other teams within IT to support desktop, software, printers, and any other general IT support requirement for staff and students. Under the direction of the AV Senior, to actively participate in the maintenance of a knowledgebase within the service portfolio, document how to resolve commonly occurring faults/issues. To create and maintain AV guides (operation of and troubleshooting) And to ensure these guides are readily available and up to date. To organise and carry out training of AV equipment to staff and students, where appropriate. To ensure work is delivered in accordance with the defined standards, policies, and procedures and to provide training and guidance as required to IT staff and other colleagues in the university. Required to clarify the requirements; agree clear task objectives; and organise your workload appropriately, ensuring priorities and deadlines are accounted for. To provide expertise to analyse incidents, performance, and capacity to identify problems, devise solutions, agree priorities, and with the AV Senior, arrange for these to be scheduled and implemented. To ensure that all relevant documentation is maintained to reflect the current operation of the University\’s call management process. Where required, participate in networks within the institution or externally. To assist in the support of university events, including setup, training, and live support as needed. When required will provide out of hours assistance and support, including exams and live events. Flexibility to work various shift patterns within the contracted 35 hours a week as required. To assist other areas across the university to develop appropriate AV solutions to meet their needs and budgets. To assist with maintaining a rolling AV replacement programme for all teaching and meeting rooms as well as any other AV equipment in other locations. Person Specification ESSENTIAL REQUIREMENTS Qualifications and Professional Memberships Educated to at least HNC/HND or equivalent. ITIL foundation. AV industry recognised qualifications or relevant experience. Knowledge Knowledge of specialist AV hardware and software A clear understanding of the importance of delivering customer satisfaction, and a demonstrated attitude which puts that first. Skilled in the use of desktop operating systems, preferably Windows 10/11 and Apple Macintosh. Familiar desktop applications and skilled in their basic use. E.g. Microsoft Office, relevant browsers, VLE tools, remote support tools and AV tools including Extron DSP and PCS. Familiar with basic operating infrastructure and the inter-relations between system components (AV, network, and desktop). Familiar with the concepts of IT and Cyber Security. Experience Significant experience delivering AV support services to end users. Experience in providing AV support, encompassing live events, teaching spaces, and meeting rooms. Experience of delivering help desk services in a large multi-user environment (500+ users). Experience of using formal customer care systems for call logging, tracking and performance measurement. Experience of call management monitoring. DESIRABLE REQUIREMENTS Qualifications and Professional Memberships Formal accreditation in a recognised area, e.g.: Extron, Avixa. Microsoft Certification Certificates in service management, ITIL etc Knowledge ITIL knowledge Proficiency in desktop, network, server and AV systems and their interactions, with a clear competence to provide problem diagnosis. Network knowledge in relation to AV installations. Experience Experience of delivering these services to formal service levels and standards. Experience of significant service improvement initiatives. Experience of FreshService ITSM Behaviours Behaviour 1: Communication – Ability to receive, understand and convey information requiring careful explanation and information of a complex or conceptual nature, in a clear and accurate manner Behaviour 2: Service Delivery – Experience of exploring and adapting a service to meet customers\’ expectations and also identifying ways of improving standards Behaviour 3: Decision Making – Experience of using own judgement to make decisions, making collaborative decisions with others to reach conclusions and providing advice or information that will influence the decisions of others Behaviour 4: Analysis and Research – Experience of identifying or designing data gathering and analytical methods appropriate for each investigation, and producing reports that identify key issues and findings #J-18808-Ljbffr