IT/AV Helpdesk assistant

We are seeking an organised and customer-focused IT & AV Help Desk Assistant to act as the first point of contact for IT and audiovisual support within the City Centre. This role is central to the smooth day-to-day operation of the Division’s IT & AV Help Desk, providing high-quality support to building users and administrative assistance to IT staff.

You will be responsible for responding to IT and AV enquiries, offering basic troubleshooting support, and ensuring a professional and welcoming help desk environment.

Key Responsibilities

• Act as the first point of contact for IT & AV support for building users

• Respond to support requests via email, service requests, and telephone, directing queries to the appropriate IT, AV, Faculty, or Divisional teams

• Provide basic IT & AV troubleshooting and guide users to relevant documentation and intranet resources

• Maintain a tidy, well-organised Help Desk area, presenting a professional image at all times

• Provide administrative support to Humanities IT staff, including filing, photocopying, note-taking, and preparing correspondence

• Maintain database records and produce standard reports as required

• Receive and log deliveries and courier mail, manage outgoing post, and assist with courier arrangements

• Send general IT & AV announcements to building users

• Direct building users to rooms and use Planon to communicate lecture and seminar information

• Identify and report security or building issues, liaising with University Security Services or Facilities as necessary

Essential Criteria

• A good understanding of standard administrative procedures, supported by relevant qualifications (e.g. NVQ Level 2 Business Administration, RSA Diploma) and/or equivalent experience

• Competence in standard IT applications, including Outlook, Word, and Excel

• Proven IT Help desk experience