At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for staff and students.
- Company: Join UCL, a world-leading university dedicated to tackling global challenges.
- Benefits: Enjoy 41 days of holiday, a pension scheme, and wellness perks.
- Other info: Be part of a diverse team committed to innovation and inclusion.
- Why this job: Make a real difference in the tech experience of thousands at UCL.
- Qualifications: Experience in IT support and a passion for customer service.
The predicted salary is between 35000 - 45000 £ per year.
UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion.
Part of UCL’s vision is to take on the hardest global challenges.
The Information Services Division (ISD) is the primary provider of IT services to UCL.
We support and enhance learning, teaching, research and administrative processes by providing information- and technology-related services to over 50,000 staff and students of UCL and associated institutions.
Our ambition is to be the leading IT services group in the HE sector and we are growing our team’s capability in experience/UX, agile development, security, cloud, service management and partnering.
We are modernising our technology foundations, digitising the processes of the university to transform experience for students and staff, and partnering across the university to drive differentiation in UCL education and research.
Within ISD, this post is in the IT Service and Operations department which manages the infrastructure and data platforms which underpin UCL's central IT services, including data centres, cloud compute and storage platforms, networks, telephony, communications and collaboration and enterprise applications.
In addition, IT Service and Operations provides an End-to-end Service Management capability, ensuring UCL's IT services are relevant, responsive and resilient.
About the role
- The purpose of the AV and IT Support Officer role is to provide prompt, in-depth, customer-focused 2nd line support to staff, students and honorary contract holders.
- The post holder will provide field, phone and remote based support of UCL Managed Desktop, desktops/laptops, mobile devices, networking equipment, audio visual equipment, multimedia equipment, video conferencing, specialist equipment and other peripherals used by academic staff, administrative staff and students.
- The post holder will form part of a medium sized team and will be expected to work within virtual teams across other parts of the ISD.
About you
- Provide prompt, customer-focused
2nd line IT support to staff, students, and honorary contract holders.
- Deliver field-based, telephone, and remote support for IT incidents and service requests.
- Support, troubleshoot, and maintain
UCL Managed Desktop environments.
- Install, configure, and support desktop computers, laptops, and mobile devices .
- Diagnose and resolve issues with networking equipment and connectivity.
- Set up, maintain, and troubleshoot audio-visual (AV) equipment .
- Support multimedia systems and video conferencing technologies.
- Maintain and support specialist equipment used by academic and administrative staff.
- Install, configure, and troubleshoot
IT peripherals , including monitors, docking stations, and other connected devices.
- Respond to and resolve hardware, software, network, and AV-related technical issues efficiently.
- Provide high-quality customer service while ensuring timely resolution of support requests.
- Work collaboratively within a medium-sized IT support team to deliver effective IT services.
- Contribute to cross-functional virtual teams across the Information Services Division (ISD) to support wider organisational objectives.
- Ensure users receive reliable technical support with minimal disruption to teaching, learning, and administrative activities.
What we offer
- 41 days’ holiday (27 days annual leave, 8 bank holidays, 6 closure days)
- Option to purchase 5 additional days’ annual leave
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme, season ticket loan, and immigration loan
- Relocation support for eligible posts
- On-site nursery and gym
- Enhanced maternity, paternity, and adoption pay
- Staff Support Service (employee assistance programme)
- Our commitment to Equality, Diversity and Inclusion
As London’s Global University, we know diversity fosters creativity and innovation.
We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We particularly encourage applications from candidates underrepresented in UCL’s workforce, including those from Black, Asian and ethnic minority backgrounds, disabled people, and – for Grade 9 and 10 roles – women.
Attached documents are available under links. Clicking a document link will initialize its download.
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Senior AV and IT Support Officer employer: UK Dementia Research Institute
At the UCL Institute for Materials Discovery, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through ample networking opportunities with leading experts in academia and industry, as well as our generous benefits package, including 41 days of holiday and a defined benefit pension scheme. Join us in our mission to advance materials research and make a meaningful impact in the field of biosensing technology, all while enjoying the vibrant atmosphere of London.
Contact Details:
UK Dementia Research Institute Recruitment Team
