Printer and Desktop Support Assistant - IT Services

Location
United Kingdom
Salary
£18,373.00 - £21,879.00
Posted
Jan 12, 2021
Closes
Feb 11, 2021
Ref
155893
Organization Type
University and College
Hours
Full Time
Position Details

IT Services

Location: University of Birmingham, Edgbaston, Birmingham UK

Full time starting salary is normally in the range £18,373 to £18,963, with potential progression once in post to £21,879

Band 300

Full Time FTC 3 years

Closing date 6 January 2021

Job Summary

This is a key role in IT Services working within Universal Services to provide support to our Managed Print and Student Services. The post requires excellent customer services skills, be comfortable working independently and the ability to use own initiative.

The primary purpose of this role is to provide support to two University wide services which are;
  • Managed Print service which delivers a printing solution across the University.
  • Student Services including the student clusters and their hardware and software.


Main Duties

STUDENT SERVICES - CLUSTER SUPPORT
  • Fault finding of hardware issues and liaising with vendors for warranty callouts.
  • Utilising the University deployment service to reimage devices after repair or configuration issues.
  • Maintenance of laptop devices delivered through Laptop Lockers service.
  • Assisting with installation of new computers including the deployment of the image and various testing post installation.
  • Providing reactive and proactive support to members of the university in the form of incidents and assisting on project rollouts.


MANAGED PRINT SERVICE SUPPORT
  • In addition to Cluster Support, the role will also be expected to support the managed print service across campus.
  • Proactively manage paper levels within all of the printing devices, pre-empting potential shortages during busy times and pre-stocking devices in advance of weekends.
  • Utilise monitoring software to assist in the prediction and targeting of devices that will need attention.
  • Manage paper stock levels to ensure an adequate amount is always available to service demand, liaising with our paper supplier to call off paper as required.
  • Maintain a spreadsheet of paper stock levels and distribution to devices and areas.
  • Maintain a stock of toner cartridges covering all our various printing device types and ensuring any device running out of toner will be returned into service as quickly as possible.
  • Liaise with our printing lease company for the removal of spent toner cartridges for safe disposal by them.
  • Performing testing routines to proactively check functionality of print devices and charging systems.
  • Remedying paper jams and investigating equipment faults, escalating to relevant support engineers where appropriate.
  • Performing basic tests of equipment to determine whether they are operational, liaising with relevant support engineers where appropriate.
  • This will include using our call/incident platform to progress requests and keeping the user informed. This will be done within the Service Level Agreement wherever possible.


MISCELLANEOUS DUTIES
  • To undertake other duties as may be required from time to time in furtherance of the work of IT Services.


Person Specification

Knowledge

Skills

o Express ideas coherently through a variety of media to individuals and groups.

o Use strong documentation skills to create workflow suggestions, update existing documents and maintain written points of contact such as websites.

Qualifications

Experience

Informal enquires to Brian Currier, email: b.a.currier@bham.ac.uk

We value diversity at The University of Birmingham and welcome applications from all sections of the community '

Valuing excellence; sustaining investment
  • A demonstrable experience in supporting printer and computer devices and configuration.
  • Knowledge of a large scale IT service.
  • Knowledge of Higher Education in general and its environment.
  • Knowledge of Service-Now or other ITIL based Service management tools.
  • A strong customer service orientation, understanding user requirements and being able to translate those requirements into IT deliverables.
  • Excellent communication skills, both written and verbal demonstrating the ability to;
  • The ability to effectively plan, prioritise and schedule workloads in the face of conflicting demands.
  • The ability to work effectively as a member of a team towards quality service goals and deadlines.
  • Minimum of five GCSEs (grade C or above) essential, including Maths and English.
  • Full driving licence is essential.
  • Experience in a large scale, complex environment, including day-to-day involvement in support of services.
  • Experience of troubleshooting printing and computer issues.
  • Experience of analysing existing processes and suggesting improvements.