The Role
The University of London Computer Centre (ULCC) is a leading IT services business, specialising in the academic and not for profit sectors. ULCC are looking for a suitably experienced Senior Service Desk Analyst to join our growing Service Desk. The Service Desk is the first line of contact at ULCC and is responsible for providing 1st and 2nd line support including monitoring, logging, diagnosing, fault-handling and fault-fixing for a number of national and international IT services, using the ITIL framework. These include: ICT Support for the central University of London, Web and E-Learning Services for 200 external Moodle VLE customers, Hosting Services support, and Corporate Business Systems system administration (Agresso Business World).
Requirements
You will be customer-facing, have a solid technical background to resolve calls at a 1st and 2nd line and show a professional approach at all times. In this role you will be responsible for the maintenance and support of a full range of PC configurations. To succeed in this role, you will be driven by a desire to provide the best services possible, and to continually search for innovation in improving our offerings.
Experience of hardware and software maintenance, providing support for applications such as databases, spreadsheets, word processors and LANs, is all essential. An in-depth knowledge of various operating systems and PC based office systems is required, as is experience of Service Now. Excellent customer service skills, and an understanding of the customers’ needs, are vital for this role. Other technical requirements include experience of supporting Moodle VLE, Agresso Business World. ITIL v3 Foundation and Microsoft Certified Professional (MCTS) certificates are essential and Microsoft MCSA (Windows 7) is desirable.
About The Department
ULCC has over 40 years experience of delivering high quality, cost effective IT services to the UK education and research sector. The staff of 70+ professionals ranges from archivists, designers and e-learning advisers to programmers and network engineers. ULCC has technical experts and customer support specialists, enabling delivery of complete solutions.
We have a strong open source and shared services ethos. We provide a full range of e-learning services to 150 customers with over 1,000,000 users with the Moodle VLE at the centre. Our innovative personalisation framework for learning also includes student support and assessment. We provide digital repositories to support the research and library communities using EPrints software. We have a state of the art data centre where we provide co-location and managed hosting. We also provide shared services management information systems.
ULCC also develops and implements the IT strategy for the central University which includes services for over 50,000 distance learning students in association with the University of London International Programmes and 3,500 internal students.
Further Information
The closing date for receipt of completed applications is on Sunday, 27 January 2013.
Interviews are scheduled to take place in the week commencing 28 January 2013.
The University offers membership of the Superannuation Arrangements of the University of London (SAUL).
Pursuing equal opportunities and excellence in education.
About the University of London
The University of London is one of the oldest and largest universities in the UK – and the most diverse. Established by Royal Charter in 1836, the University is recognised globally as a world leader in Higher Education. We are a federal institution consisting of 18 self-governing Colleges of outstanding reputation and a number of acclaimed central academic bodies. The University of London offers almost every subject covered in any University curriculum, delivering huge flexibility and choice to its students.
