Our Mission
Coventry University Group is a global education group with a mission of Creating Better Futures. We are driven by our passionate belief in the transformational power of education and research to enable and empower our students, colleagues and partners and to improve the world around them. Our people are key to our success and each role contributes to the Group’s ongoing progress in communities around the world.
This role is based within CU Enterprise Limited, a sister company of Coventry University and part of the Coventry University Group.
The Role
This working pattern for this role will be 8:30 – 17:00, Monday to Friday.
The Digital Service Centre Technician role operates as part of a team, providing first and second-line support- both physical and virtual- to all Digital Services users. Often the first point of contact for user queries, this dynamic and fast-paced role entails managing the resolution and escalation of these queries, delivering hands-on IT fixes, and supporting our teaching and learning activities around campus. Additionally, you will assist with IT moves, hardware replacements, and answering support calls.
You will manage incident support requests and queries raised via a ticket management system, offering solutions and workarounds, and supporting users with both hardware and software applications, prioritising and managing multiple open tickets simultaneously in line with SLA thresholds ensuring exceptional service support is provide to all service users. In this role you will grow into an expert in specific areas of the campus, enabling you to analyse and implement proactive service improvements that reduce overall ticket numbers and enhance the service provided to our users.
You will contribute to the development of the team’s policies, processes and procedures, evaluating and suggesting improvements as required, whilst collaborating with various business and technical teams to enhance service and keep up to date with advancements in technology.
Occasionally, you will be required to work flexibly outside your typically scheduled business hours.
Our Successful Candidate
You will be educated to A-Level or equivalent in an IT related discipline, or career experience demonstrating knowledge in the area. Qualifications in Microsoft Certified Technology Specialist (MCTS) and Apple Certified Support Professional (ACSP) would be advantageous.
You will have a high level of customer service experience, a can-do attitude, and experience working in a fast-paced IT environment. Training will be provided regularly as an ongoing aspect of the role as part of continuous service improvements.
You will be an excellent communicator and able to explain complex technical terms and messages to your customers, whilst and managing expectations and delivering excellent customer service.
You must be proficient in using Windows desktop operating systems, the Microsoft Office suite, and Apple Macintosh operating systems and have a strong understanding of basic IT troubleshooting skills. Experience of IT Service Desk or Service Centre experience providing IT support for both hardware and software and experience installing various software would be advantageous
The Benefits
Along with a competitive salary we offer an industry leading Rewards and Benefits package which includes:
- Excellent Employers Pension Contribution
- 30 days Annual leave plus Bank Holidays
- New Holiday Purchase Scheme up to 5 additional days
- BUPA Cash Plan
- 50% off Tuition Fee’s for staff dependants
- CU Reward Scheme – Discounts across a range of High Street/ Online Retailers
- Cycle To Work scheme
Our Culture
As a global Education Group, equality, diversity, and inclusion are embedded within the fabric of our organisation and are a key focus of our core values. We harness the power and potential of the diverse cultures, backgrounds, abilities, and experiences of our students, colleagues, and partners to create opportunities for all.
Full Job Description & Person Specification
We look forward to hearing from you!
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