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Role:ICT Technical Support Officer Department:Digital Services Grade:7 (£39,423 - £46,761) Responsible to:ICT Technical Support Manager Campus:Derry~Londonderry (Permanent / Full-time) Closing date:26th June 2025 at 23:30 Reference number: 036526
* ABOUT US
* 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.
* THE ROLE
* 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 depts, 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. You can read more about what this means on our University website. 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.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Higher Education
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