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Job title:
Department/School:
Grade:
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IT Support Technician
Computing Services
5
University of Bath
Job purpose
The IT Support Technician will provide a professional, effective, knowledgeable and
rapid IT support to staff and students as needed in the University. They will triage,
resolve or escalate support calls within agreed timescales using IT Service
Management principles and logging system.
The post-holder will be part of a team responsible for the smooth operation of the
Computing Services Service Desk counter providing a range of support, booking,
sales and loans services to the Universitys staff and students.
Source and nature of management provided
IT Supporter.
Staff management responsibility
None.
Special conditions
Standard University business hours are 9.00 am 5.20 pm Monday to Thursday and
9.00 am 5.10 pm Friday.
Hours of service for the Service Desk are currently 9.00 am to 5.00 pm Monday to
Friday but a flexible approach to work will be required to ensure that all duties are
covered. Occasional evening and weekend work may be required.
The post-holder will ensure full compliance with all Data Protection laws and any
relevant University policies and guidelines.
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Investigate problems in systems and services and assist with the implementation
of agreed remedies and preventative measures.
Develop, document and implement changes based on requests for change whilst
applying change control procedures.
Take responsibility for own workload and keep others informed, highlighting
potential problems and suggesting solutions to ensure continuity of service
delivery.
1
0
Identify and resolve issues with applications, following agreed procedures and
carry out agreed applications maintenance tasks.
11
In addition to University provided training and development, you will undertake sufficient
personal and professional development as required, ensuring skills and knowledge are
up to date so that the role is performed to the required level.
You will from time to time be required to undertake other duties of a similar nature as
reasonably required by your line manager.
Some occasional travelling may be required, for example to user groups or
conferences.
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Person Specification
Criteria: Qualifications and Training
Educated to A level or equivalent qualification or
experience in a related field
Essential
Desirable
Essential
Knowledge of IT networking
Experience of managing computers and file
permissions using Active Directory and Group
Policy
Essential
and
proven
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Desirable
Desirable
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