ICT Technical Support Coordinator (2nd Level)
Role: ICT Technical Support Coordinator (2nd Level)
Department: Digital Services
Grade: 6 (£33,020 - £38,805)
Responsible to: ICT Customer Support Officer
Campus: Derry~Londonderry
(Full-Time, Permanent)
Job Purpose:
As ICT Technical Support Coordinator, you will be responsible for delivering advanced 2nd level technical support for staff, students, and visitors at your campus. The role will focus on ICT technical support tasks and continual review of IT and AV services provided to staff and students. A solid understanding of IT Service Management, proficiency in IT systems and a strong knowledge of current computing technologies is required.
You will manage incidents and service requests through our IT Service Management tool, ensuring efficient resolution, regular updates to customers, adept call management and effective communication with multi-disciplinary teams to maintain high satisfaction. You will support IT readiness in teaching and meeting spaces through checks, health and safety compliance, preventative maintenance, and swift issue resolution.
The role requires staying current with technologies, delivering exceptional service, leading deployments and projects, and working both independently and collaboratively. You will also contribute to continual service improvements, enhancing the University's digital services and customer experience. Your role is crucial in maintaining high customer satisfaction and supporting the University's IT needs effectively. 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. Please be advised that this role is fully campus-based and does not offer remote working arrangements.
Closing Date: 30th September 2025 at 23:30
Please be advised that due to the minimum salary thresholds imposed by the UKVI, this post will not qualify for university sponsorship under the Skilled Worker visa route.
If you have any specific queries regarding this post, please contact the named email address for the vacancy, as listed on the main current vacancies landing page.
If you have any specific queries regarding eligibility to work in the UK, our Resourcing Compliance team may be able to help: Resourcing-
We may create a 12-month waiting list for same or similar roles within the Department / Faculty. The University reserves the right to extend the waiting list across the University if required for certain posts.
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 at and on our university website University has a range of initiatives to support a family friendly working environment, including flexible working.
Job ID :
038048
Location :
Magee
Close Date :
30-Sep-2025