Desk-side Support Supervisor

Grade 7

This role provides team leadership for a small team (Desk-side Support) within the Desktop Services team. Desk-side Support provide technical second level support to users of the Managed Desktop service primarily by way of on-site visits to the desks of the users where remote support is not suitable. The post holder is required to manage resources, provide day-to-day technical lead and liaise closely with their counterpart who will lead the Remote Support team. This support involves the post holder working closely with internal teams, with various teams across IT Services as well as with users to ensure that work tasks are addressed and resolved in a timely manner.

Essential selection criteria

  • Ability to manage or lead a technical team
  • Excellent interpersonal skills and the ability to develop effective professional relationships with people at all levels in the University
  • Extensive knowledge and experience of Microsoft Windows desktop environments gained in the workplace
  • Excellent problem-solving skills and a drive to find solutions
  • Ability to work alone, make decisions and take responsibility without direction
  • Ability to troubleshoot complex hardware and operating system configuration problems and interoperability issues
  • Demonstrable experience of troubleshooting a variety of software applications
  • Demonstrable competency in networking technologies and application of this knowledge in resolving problems
  • Excellent record-keeping abilities and attention to detail
  • Proven self-motivation and organisational skills
  • Aptitude for prioritising own work and that of the team according to demands
  • Educated to degree level or equivalent knowledge gained via relevant experience

Desirable selection criteria

  • Experience and practical knowledge of Mac desktop environments
  • Ability to automate tasks (for example, using scripts)
  • ITIL qualification or knowledge
  • Experience of using automated service desk systems
  • Experience of desktop imaging solutions

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