IT Technician - University of Leeds

Posted 7 February by Taskmaster
Are you passionate about delivering excellent customer service? Are you looking to utilise your AV and IT technical skills? Do you want to support a wide variety of customers including staff, students and members of the public?

As a professional and customer focused Teaching Space Facilities Assistant you will work as part of a flexible and multiskilled team providing quality AV support services. You will provide one-to-one training, support and advice on the use of presentation equipment. You will install, configure and troubleshoot AV and IT equipment, hardware and software. You will be required to find solutions for basic to complex problems, implement challenging standards and support customers through all available channels, meeting or exceeding their expectations at every opportunity.

The role is a hands-on role and you will need to be proactive and motivated, with the ability to maintain high levels of productivity with minimal supervision. You will have the skills to be flexible and the ability to prioritise changing workloads. You will also have a professional and approachable manner with the ability to build productive relationships with customers at all levels.

What does the role entail?

As a Teaching Space Facilities Assistant, your main duties will include:

    • Responding quickly to customer call outs, to diagnose and resolve faults with AV and IT equipment, hardware and software, liaising with Technicians on more complex problems;
    • Liaising with the Timetable Office to move bookings when technical faults cannot be resolved;
    • Installing and replacing additional AV equipment and PC hardware;
    • Undertaking weekly checks covering, servicing of AV equipment including data projector maintenance, such as cleaning filters and changing lamps, along with PC checks, including the testing of hardware and software;
    • Undertaking routine checks to ensure the facilities, furniture and equipment meet satisfactory standard, reporting any problems to the appropriate section;
    • Assisting with record keeping for central teaching space facilities, ensuring that the equipment inventory is kept up-to-date at all times;
    • Undertaking routine six-weekly fire checks in teaching space and assisting with the evacuation of buildings;
    • Maintaining the security of your designated zone and the equipment within it, reporting any issues to Security;
    • Ensuring that all designated rooms are open/locked as required, clean and tidy, correctly laid out, including any tables and chairs, and adequately supplied with equipment;
    • Assisting in key ad-hoc University events such as degree ceremonies, public lectures and concerts by providing technical support, information and directional support;
    • Being flexible to meet the needs of the service and transfer between areas on campus as required;
    • Contributing to the wider Facilities team, supporting colleagues and covering different areas/buildings as required;
    • A commitment to undertaking and engaging with training and development opportunities.

These duties provide a framework for the role and should not be regarded as a definitive list. Other reasonable duties may be required consistent with the grade of the post.

What will you bring to the role?

As a Teaching Space Facilities Assistant you will have:

  • A GCSE in Maths and English, or equivalent experience;
  • Experience of working within a team in a busy customer service environment assisting users face-to-face and providing excellent customer care;
  • A strong knowledge, or experience of, supporting a range of AV or IT equipment;
  • IT literate, with the ability to use Microsoft Windows and Office software packages;
  • Good fault finding and accuracy skills, with the ability to work alone with minimal supervision and as part of a team;
  • A proactive 'can-do' approach, with excellent organisational skills and the ability to multitask and meet conflicting priorities, along with a commitment to working flexibly to meet the needs of workloads/service;
  • An approachable and professional manner, with good communication and interpersonal skills, along with the ability to use tact and diplomacy when dealing with sometimes difficult and demanding customers;
  • A commitment to behaviours in line with the values of Facilities Support Services and the University of Leeds

You may also have:

    • A basic understanding of buildings and their problems, with an ability to recognise faults requiring attention, for example, water damage, faulty lamps and unsatisfactory climate control;
    • A relevant Customer Service qualification, for example, a NVQ Level

To be considered for this role, please apply with an up-to-date CV, all shortlisted candidates will be contacted within 5 working days of application.

Required skills

  • Experienced Technician

Reference: 34414000

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