ILTS Helpdesk Coordinator

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The Royal College of Art is one of the world’s most influential institutions of university status devoted to the study of art, design, humanities and communication.

IT Services is one of the service divisions of Information, Learning and Technical Services (ILTS), a cross-college department, which includes the Library, Archives and Collections, Technical Services and Audio-Visual Services.

The College is seeking to appoint a ILTS Helpdesk Coordinator who will be responsible for providing a single point of contact, high quality, and responsive Service Desk service for all members of the College. The main activity will be to respond to and log technical queries, aiming to resolve as many as possible immediately, or escalating to other members of IT Services, Technical Services or other departments where necessary. The post holder will be required to monitor all approaches to the Service Desk using a helpdesk workflow system, ensuring that a consistent level of support is provided to customers, regardless of their contact point. The successful candidate for this role will be required to promote a service management culture and to update and develop the inventory of technology assets.

It is essential that applicants have experience of working in an Information Technology Infrastructure Library (ITIL) and/or service management environment and have excellent customer service skills. Proven experience of first line IT support for Mac OS, Windows desktop environments, mobile device OSs, networking. Good knowledge of MS Office and Google GSuite is essential. Applicants will have excellent communication and interpersonal skills, both written and verbal, and will be working with individuals at all levels. The successful candidate will be able to show effective troubleshooting and problem solving abilities, working independently and collaboratively with the IT team and with different departments.

Further details:

The Royal College of Art is committed to equal opportunities for all and is a Two Ticks employer & Stonewall Diversity Champion.

To apply please click the APPLY button.

Closing date:12 February 2017