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- Tasks: Lead a team providing top-notch ICT support and manage service metrics.
- Company: Join Ulster University, renowned for excellence and innovation in education.
- Benefits: Enjoy flexible working options and a supportive, family-friendly environment.
- Why this job: Be part of a dynamic team making a real impact in tech support.
- Qualifications: Degree in ICT or relevant experience in technical support management required.
- Other info: Ulster University promotes gender equality and welcomes diverse applicants.
The predicted salary is between 33938 - 46561 £ per year.
We are a university with a national and international reputation for excellence, innovation, and regional engagement, making a major contribution to the economic, social, and cultural development of Northern Ireland. Our core business activities are teaching and learning, widening access to education, research and innovation and technology and knowledge transfer.
As ICT Technical Support Officer, you will manage the call allocation and 2nd level technical support team based at your campus. Your responsibility will focus on all ICT support activities and continual review of IT and AV services provided to staff and students. Managing the campus-based 2nd level Technical Support team through performance management, coaching, mentoring and day to day direction are central to meeting service targets alongside team development. You will report on service metrics utilising our IT Service Management tool and demonstrate progress of individuals, campus technical support team and/or projects you are part of. Engagement with customers is critical to understand requirements whilst coordinating resources and solutions to manage expectations. You will also develop close working relationships with colleagues across Digital Services departments, in particular members of End User Computing and Networking, and play a key role in the transition of services into operational use. Digital Services are proud to be accredited to the Service Desk Institute (SDI) Service Desk Certification (SDC) programme. Following and continually reviewing 2nd line documentation that adheres to the SDI global best practice standard permitting excellent IT service operations are necessary tasks in the role.
ABOUT YOU
- Educated to degree level in a subject with substantial relevant ICT content or can demonstrate experience relevant to an ICT Technical Support environment.
- Relevant experience managing a 2nd level technical support team in the delivery and support of high-quality IT, AV and event services.
- Experience using ITSM tools to manage 2nd level technical support requests, ensuring timely, high-quality resolution to meet customer expectations.
- Relevant experience of incident and problem management associated with IT and AV services, utilising relevant ITIL based processes and best practices.
- Evidence of planning and managing a project and providing associated performance reports.
- Evidence of engaging with team members on service levels including performance, compliance with SLAs/KPIs and associated reporting.
- Evidence of adhering to and promoting best practices and legislative standards related to data security, device protection, contingency planning, and risk management.
Ulster University holds a Silver Athena SWAN Award in recognition of our commitment to advancing Gender Equality. The University has a range of initiatives to support a family friendly working environment, including flexible working. The University is an equal opportunities employer and welcomes applicants from all sections of the community, particularly from those with disabilities. Appointment will be made on merit.
ICT Technical Support Officer employer: Ulster University
Contact Detail:
Ulster University Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Technical Support Officer
✨Tip Number 1
Familiarise yourself with the IT Service Management (ITSM) tools mentioned in the job description. Understanding how to effectively use these tools will not only help you in the role but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your knowledge of ITIL processes and best practices, especially those related to incident and problem management. Being able to discuss these concepts confidently during an interview will show that you are well-prepared for the responsibilities of the position.
✨Tip Number 3
Highlight any previous experience you have in managing a technical support team. Be ready to share specific examples of how you coached and mentored team members, as this is a key aspect of the role.
✨Tip Number 4
Engage with the university's community and network with current employees if possible. This can provide you with valuable insights into the culture and expectations of the Digital Services department, which can be beneficial during your interview.
We think you need these skills to ace ICT Technical Support Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in ICT support, particularly any management roles you've held. Emphasise your familiarity with ITSM tools and your ability to manage a technical support team.
Craft a Strong Cover Letter: In your cover letter, explain why you're passionate about the role of ICT Technical Support Officer. Mention specific experiences that demonstrate your skills in incident management, team leadership, and customer engagement.
Highlight Relevant Qualifications: Clearly state your educational background and any certifications related to ICT or ITIL processes. If you have experience with AV services, make sure to include that as well.
Showcase Your Achievements: Provide examples of past projects where you successfully managed a team or improved service delivery. Use metrics to quantify your achievements, such as improvements in response times or customer satisfaction ratings.
How to prepare for a job interview at Ulster University
✨Showcase Your Technical Knowledge
Make sure to brush up on your technical skills and knowledge related to ICT support. Be prepared to discuss specific tools and technologies you've used, especially ITSM tools, as well as your experience with incident and problem management.
✨Demonstrate Leadership Skills
Since the role involves managing a 2nd level technical support team, highlight your leadership experience. Share examples of how you've coached or mentored team members and how you’ve successfully managed performance to meet service targets.
✨Engage with Customer Focus
Emphasise your ability to engage with customers effectively. Prepare to discuss how you've understood customer requirements in the past and coordinated resources to manage expectations, ensuring high-quality service delivery.
✨Familiarise Yourself with Best Practices
Understand the importance of adhering to best practices and legislative standards, particularly around data security and risk management. Be ready to discuss how you've implemented these in previous roles and how they contribute to excellent IT service operations.
