Our Mission
Coventry University Group is a global education group with a mission of creating better futures. Driven by our passion and belief that through education, equity, and innovation our students, people, and communities are empowered to transform their lives and the world around them. Our people are the key to our success and each role within the group plays a key role in shaping the world around us.
We have opportunity for a Digital Service Centre Senior Technician to join our Delhi Hub, providing IT support to colleagues across the Group. This position is employed in Coventry University Enterprises Ltd, a sister company of Coventry University Group. This position is employed in Coventry University Enterprises Ltd, a sister company of Coventry University Group.
The Role
The Digital Service Centre Senior Technician will work as part of the team that provides physical and virtual support to all IT users within the Group. Providing first-class customer service when engaging with users of Digital Delivery, this role will be responsible for being the first point of contact for IT queries and managing the resolution and escalation of these queries. In addition, this role will contribute to effective IT support for learning, teaching and research within the University Group.
Main Duties:
Act as a point of contact/support for Group Staff & Students using services provided by Digital Delivery. Manage various tasks/queries through phone calls, emails, portal queries (and other mediums such as social media) and accurately log tickets.
Build, distribute and install IT equipment, assist with the installation of audio-visual equipment and manage software at various locations across the University Group, Monitoring and controlling the issue of equipment.
Create, manage and evolve technical policies, processes and procedures.
Support during malware attacks/security risks and reduce security risks through completion risk assessments, investigating and supporting breaches and completing routine administrative and maintenance tasks.
Qualifications Required
Educated to degree level or equivalent in an IT-related discipline, or substantial experience within an IT environment, ideally in a first or second-line technical support role.
Our Successful Candidate
The successful candidate will have experience working in a Service Desk support environment with various computerised systems including knowledge and experience of either Microsoft Windows or Mac OS. You will also demonstrate excellent communication skills to explain technical information clearly.
You will ideally have knowledge of supporting:
Email (Microsoft Office 365), Wired and Wireless networking configuration, Audio Visual equipment, Data Security managing reported phishing, Range of mobile devices, including tablets and smartphones.
The Service Technician will require strong troubleshooting and problem- solving skills and the initiative to work unsupervised where needed whilst contributing to the wider technical team and working well with colleagues to resolve complex problems.
A flexible approach to meet the needs of 24/7 service support, including a willingness to travel locally, nationally, or overseas, is also required for this role.
The Benefits
• Employee provident fund scheme
• 20 days annual leaves and 12 days casual/sick leave
• Fixed public holidays
• Medical insurance of 4 lacs for employee, spouse, and children
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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