Our Mission
Coventry University Group is a global education group with a mission of Creating Better Futures. We are 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.
The Role
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, it includes assisting with IT moves, hardware replacements, and answering support calls.
Successful candidates will also grow into experts in specific areas of the campus, allowing them to analyse and implement proactive service improvements that reduce overall ticket numbers and enhance the service provided to our users.
This position is based at our Greenwich Campus, London.
Our Successful Candidate
The ideal candidate would 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 oral and written communicator, capable of expressing complex technical terms and messages clearly and concisely in plain English while tailoring your message to customer needs.
You’ll be resilient, methodical, and empathetic. We won’t always be able to assist our customers immediately, so you’ll feel at ease managing expectations and explaining what we can do instead.
While not essential, ideally, you should have prior IT Service Desk or Service Centre experience providing IT support for both hardware and software and experience installing various software. Either way, 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.
General IT literacy and a genuine interest in the IT industry are essential. Ideally, you'll hold a Level 3 qualification or equivalent in an IT-related discipline.
The Benefits
As a staff member of Coventry University, you will have a access to a wide range of industry leading rewards and benefits which includes:
- Excellent Employers Pension Contribution
- 30 days Annual leave plus Bank Holidays
- Holiday Purchase Scheme
- Life Assurance 4 x Salary
- 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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