Our Mission
Coventry University Infrastructure Services aims to provide and support a range of information delivery, computing, and telecommunications-based services, which will further the aims and objectives of the University, enhance the educational environment for students and assist staff at all levels in fulfilling their roles and responsibilities.
This role is based within CU Enterprise Limited, a sister company of Coventry University and part of the Coventry University Group.
The Role
As a Service Centre Senior Technician, you will work as part of the team that provides physical and virtual support to all IT users within the Coventry University Group. You will be our customers’ first point of contact, gathering information, logging fault and request tickets on our portal, prioritising issues based on their urgency and importance, and flagging the most urgent and critical cases for immediate review, as well as being a point of technical escalation from Technicians and Phone Assistants. You will also provide guidance and fixes for common IT issues and signpost callers to alternative resources, such as knowledge guides and articles, to help them resolve their issues.
You will also be responsible for providing more in-depth analysis of certain aspects of IT support by taking ownership of an element of our service, researching best practices and providing knowledge and guidance to colleagues and customers.
This role is based in Liverpool Street site, London.
Our Successful Candidate
You will be educated to degree level or equivalent in an IT related discipline, or have experience of working within an IT environment, ideally in a first or second line technical support role. You will have a sound understanding of general and common computer systems and IT troubleshooting, as well as Windows operating systems and the Microsoft 365 suite of applications and, ideally, at least a basic knowledge of macOS and networking principles. Experience of previously working with network technology would be advantageous.
You will have previously working with an IT fault logging or call recording system and will be able to manage your own workload within this system whilst working with colleagues in resolve complex problems.
You will be personable and friendly, with excellent interpersonal and communication skills, enabling you to effectively interact with our customers, understand their needs, and provide accurate and helpful information. You will be organised and efficiently manage your time. Most importantly, you will have an eye for detail and a mindset accepting that, whilst we can’t always provide all of the answers there and then, there are often things we can still do to help.
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!
Screen readers cannot read the following searchable map.
Follow this link to reach our Job Search page to search for available jobs in a more accessible format.