The Office for Students

About the role Are you passionate about technology and helping others? Join our IT Service Desk team and make a real impact by providing essential support to our organisation. In this role, you will be the first point of contact for employees experiencing technical issues, ensuring they can continue their work smoothly and efficiently. You will provide first and second line support through various channels such as direct contact, phone calls, and emails, utilising the IT Service Management (ITSM) tool. You will handle incidents and service requests using incident management and request fulfilment processes, adhering to service desk best practices and meticulously recording all actions and information in the ITSM. Additionally, you will play a crucial role in onboarding new staff and setting up laptops, ensuring new employees have a seamless start. Responsibilities Deliver 1st and 2nd line technical support to end users for a range of IT issues Collaborate with the wider IT team to resolve complex technical issues Document solutions and create knowledge articles Proactively address recurring technical problems Consistently meet service level agreements (SLAs) within agreed timeframes Record and monitor IT assets in the ITSM tool Essential Qualifications An NVQ Level 3 in Information Technology or another relevant professional IT qualification Experience in delivering high standards of customer service Ability to communicate technical information effectively Strong problem solving skills and attention to detail Windows 10/11 troubleshooting Excellent written and verbal communication skills Desirable Qualifications Previous experience using or supporting Active Directory, Office 365, PowerShell and common IT applications Knowledge of VPN set up and configuration Understanding of the Foundation ITIL framework Previous experience using an ITSM tool or similar Core Competencies You will be assessed on the following core competencies. Managing a quality service: Plan, organise and manage your own time to deliver a high quality service, challenge misuse of resources to achieve value for money, identify common problems that affect service, report and find solutions, seek information from all stakeholders to truly understand diverse needs, complete work tasks within specified timelines, and help stakeholders, students and providers access relevant information to use services more effectively and comply with regulatory requirements. Changing and improving: Identify, resolve or escalate the positive and negative effects that change may have on your role and team, proactively look for ways to do things more effectively and efficiently, consider the accessibility needs of diverse end users, and be aware of the OfS's regulatory activities, performance and where change is needed. Collaborating and partnering: Demonstrate how inclusion and engagement of others achieves better business outcomes, promote the benefits of inclusion to others, seek to understand colleagues' viewpoints, offer support and help to colleagues, proactively contribute to team work, remain open to taking on new roles, identify and share sources of information about providers and students, and develop contacts across the OfS to share knowledge and learning. We value diversity and the wealth of perspectives, experience and ideas it brings. We recruit fairly and welcome applicants regardless of age, gender, race, disability, ethnicity, religion, or any protected characteristic, and we commit to equality of opportunity in all aspects of our work.

The Office for Students in Bristol is seeking a passionate IT Service Desk member to provide essential technical support. In this role, you will be the first point of contact, ensuring smooth issue resolution and support across the organization. Ideal candidates will have at least an NVQ Level 3 in IT, with strong problem-solving and communication skills. Roles will involve onboarding, troubleshooting Windows 10/11, and collaborating with IT teams to enhance support efficiency.