We are seeking an experienced and customer-focused IT Helpdesk Specialist to provide frontline technical support within a busy IT environment. This role combines desktop support, incident management, troubleshooting and team supervision, ensuring users receive an efficient and professional IT service.
The position is set to commence ASAP and will be full-time for an initial duration of 12 weeks with a pay rate of £18.80 per hour + holiday pay
Key Duties:
- Act as the first point of contact for IT support requests via helpdesk, telephone, email and in person
- Triage, prioritise and resolve technical incidents, escalating complex issues where appropriate
- Troubleshoot desktop hardware, software, account, network and shared resource issues
- Set up computers, software and user accounts and assist with data recovery where required
- Maintain accurate incident records and ensure outstanding queries are followed through to resolution
- Support major incident communications and escalate service-impacting issues appropriately
- Develop user guides, technical documentation and knowledge-base content
- Deliver IT training and guidance to users when required
- Support AV equipment and other technologies used for teaching and research
- Supervise and mentor junior helpdesk staff and assist with workload allocation
- Make operational decisions and support effective helpdesk service coverage
- Maintain a professional and customer-focused service across all user interactions
Selection Criteria:
- Significant experience supporting Windows desktops within a domain environment
- Proven frontline IT helpdesk or technical support experience
- Strong hardware and software troubleshooting skills
- Excellent written and verbal communication skills, including explaining technical issues to non-technical users
- Experience supporting AV equipment and desktop technologies
- Strong problem-solving and logical diagnostic skills
- Excellent organisational and time-management skills with ability to prioritise incidents under pressure
- Ability to learn new technologies and systems quickly
- Experience supporting or mentoring junior IT colleagues
- Strong collaborative approach and commitment to delivering an inclusive, high-quality IT service
Vacancy ID: 23974
Please be aware that all candidates need to be able to start work immediately and must be able to work on site if required to do so.
Further information can about the Temporary Staffing Service can be found on our website https://www.jobs.ox.ac.uk/temporary-staffing-service