ICT Technical Support Co-Ordinator

Role: ICT Technical Support Co-Ordinator

Department: Digital Services

Grade: Grade 6

Responsible to: Head of Customer Services and Support

Campus: Derry~Londonderry

(Permanent / Full-Time)

Job Purpose 

The post holder is responsible for delivering advanced ICT 2nd level technical support, with a primary focus on ensuring operational readiness within professional services departments and campus teaching/meeting spaces. The role requires surpassing expectations by demonstrating proficiency in IT systems and a strong understanding of the University’s current computing technologies.

Responsibilities involve developing operational processes and procedures, implementing IT policies as directed, and offering extensive support for staff and student systems, classrooms, and videoconferencing in accordance with established IT service management standards. The role places significant emphasis on adept call management, ensuring prompt and efficient resolution of incidents and service fulfilment, providing regular updates to customers, and maintaining regular communication with multidisciplinary teams.

Key aspects of the role include actively participating in user training and taking a leadership role in technically oriented project work. Operating autonomously, the position involves trend analysis and engagement in continual service improvement activities, contributing to the enhancement of the University’s digital provision and ensuring an excellent customer experience.

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 www.ecu.ac.uk/equality-charters/athena-swan and on our University website https://www.ulster.ac.uk/peopleandculture/employee-benefits/equality-diversity/athena-swan.  The University has a range of initiatives to support a family friendly working environment, including flexible working.

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.

Closing date: 19th March 2024 at 23:30