We are looking for a motivated and customer-focused Service Delivery Specialist to join our Service Delivery team within Library & Information Services (LIS). In this frontline role, you will provide high‑quality IT support to students, staff, and partners across the University, ensuring our community has access to reliable, effective, and user‑centred digital services.
Working as part of a collaborative operational team—and reporting to the Deputy Service Delivery Manager—you will deliver technical support across our full range of IT systems and services. You will contribute to service improvement initiatives, support ITIL‑aligned processes, and play an active role in Digital Transformation projects that shape the University’s future.
Key Responsibilities
* Provide expert IT support via telephone, email, remote tools, and deskside assistance for all incidents and service requests raised through the Service Desk.
* Support the delivery of IT solutions, including requirements gathering, testing, implementation, and ongoing customer support.
* Contribute to the delivery of the University’s Digital Transformation Plan and participate in relevant projects.
* Identify recurring technical issues, perform root‑cause analysis, and recommend workarounds or permanent solutions.
* Deliver technical expertise in areas such as operating systems, software, and centrally managed IT services.
* Participate in Change Management activities, including assessing impacts and communicating with stakeholders.
* Provide IT-related training and guidance to customers, including producing technical documentation and running workshops.
* Act as a service manager for specific services where required (e.g., Printing, File Storage).
About You
You will bring a blend of technical capability, problem‑solving skills, and a commitment to excellent customer service. You’ll enjoy working in a collaborative environment and be proactive in identifying opportunities to improve services and user experience.
Essential Skills & Experience
* Strong knowledge of Microsoft Windows operating systems, software, and networked environments.
* Experience supporting and installing Apple macOS and core applications.
* Ability to troubleshoot effectively, work independently, and collaborate as part of a team.
* Excellent communication skills and strong customer service skills.
* Good administrative and documentation skills.
* Previous experience working in an IT support environment.
* A desire to learn, innovate, and develop new skills.
* A good understanding of the ITIL Service Management framework.
Qualifications
* 5 GCSEs (Grade C/4 or above), including English and Maths.
* An IT‑related qualification or equivalent professional experience.
This position is working on‑site only, so we are unable to support hybrid working for this appointment. The interviews are currently anticipated to be held on 23 April 2026.
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