IT Service Desk Officer
| Posting date: | 01 July 2025 |
|---|---|
| Salary: | £24,533 to £27,181 per year |
| Hours: | Full time |
| Closing date: | 27 July 2025 |
| Location: | Bolton, Greater Manchester |
| Remote working: | Hybrid - work remotely up to 1 day per week |
| Company: | University of Bolton |
| Job type: | Permanent |
| Job reference: |
Summary
Main Function of the Post:
To provide a high quality customer focused first line IT support service to all users:
1. Providing first contact support to users who call or visit the IT service Desks, staffing phones as part of a duty rota and working on face-to-face service desks
2. Resolve, log, prioritise and escalate tickets in line with the IT Service Desk operating standards.
3. Assist users across University campuses by providing an IT triage, installation and resolution service
4. Provide regular equipment and IT resource checks at the different locations to ensure hardware and software are available to staff and students
5. Assist with University events that require IT and AV support
Responsibilities
• Operate at different Service Desk locations around the University as part of a rota
• Provide hardware or software support for PCs and laptops across the University, identifying and resolving issues, recording and escalating an issue that can’t easily be fixed.
• Work with colleagues to ensure that the Service Desk call line is covered and available, including by co-ordinating holidays, lunchtime cover with other staff etc.,
• Install and hardware and software for customers, including imaging laptops and installing PCs and peripheral on desktop PCs
• Facilitate the booking /allocation of equipment to students and staff when necessary
• Ensure that the working conditions in the help desks and computer areas are maintained as safe and in compliance with any health and safety requirements
• Advise staff and students on any health and safety rules and regulations relating to their routine use of ICT and associated equipment and ensure their compliance.
• Maintain up- to-date knowledge and understanding of the common IT issues effecting users and be able to provide solutions
• To work within the University’s policy guidelines and operating standards for IT systems and support.
• To be flexible in their role and to be prepared to change responsibilities in accordance with changing operational requirements, and undertake other duties / activities assigned by their line manager
• Move IT equipment between sites when necessary
This is a frontline service role and the working times for this role will be determined by the operating times of the IT Service Desk. There is a requirement in this role for some evening and occasional weekend working as part of a rota and for working at all sites.
To provide a high quality customer focused first line IT support service to all users:
1. Providing first contact support to users who call or visit the IT service Desks, staffing phones as part of a duty rota and working on face-to-face service desks
2. Resolve, log, prioritise and escalate tickets in line with the IT Service Desk operating standards.
3. Assist users across University campuses by providing an IT triage, installation and resolution service
4. Provide regular equipment and IT resource checks at the different locations to ensure hardware and software are available to staff and students
5. Assist with University events that require IT and AV support
Responsibilities
• Operate at different Service Desk locations around the University as part of a rota
• Provide hardware or software support for PCs and laptops across the University, identifying and resolving issues, recording and escalating an issue that can’t easily be fixed.
• Work with colleagues to ensure that the Service Desk call line is covered and available, including by co-ordinating holidays, lunchtime cover with other staff etc.,
• Install and hardware and software for customers, including imaging laptops and installing PCs and peripheral on desktop PCs
• Facilitate the booking /allocation of equipment to students and staff when necessary
• Ensure that the working conditions in the help desks and computer areas are maintained as safe and in compliance with any health and safety requirements
• Advise staff and students on any health and safety rules and regulations relating to their routine use of ICT and associated equipment and ensure their compliance.
• Maintain up- to-date knowledge and understanding of the common IT issues effecting users and be able to provide solutions
• To work within the University’s policy guidelines and operating standards for IT systems and support.
• To be flexible in their role and to be prepared to change responsibilities in accordance with changing operational requirements, and undertake other duties / activities assigned by their line manager
• Move IT equipment between sites when necessary
This is a frontline service role and the working times for this role will be determined by the operating times of the IT Service Desk. There is a requirement in this role for some evening and occasional weekend working as part of a rota and for working at all sites.