End User Device Technician

Within the University our IT Services department is on an exciting journey. Our vision is to provide globally accessible technical services and digital solutions to empower world class learning and research at the University. As part of this journey, we are looking for a dynamic and customer focused End User Device Technician to join the team.

The role holder provides device deployment to other front-line teams in IT Services and performs the day-to-day activities to build, deliver, collect, and dispose of computers and mobile devices. The role holder performs the team’s delivery cycle and ensures that deliveries are receipted and checked correctly and works with suppliers to rectify any issues.

What will you be doing?

• Using the IT Service Management (ITSM) tool build computers according to defined specifications arranging for their efficient delivery or collection
• Update relevant databases, asset and incident management systems, including device deployment and disposals, to ensure that accurate, up to date information is accessible to IT teams or colleagues.
• Carry out device resets using understanding of the University standard device build updating the Configuration Management Database (CMDB) accurately and in good time.
• Diagnose hardware or deployment failures and report them in an accurate manner to other teams in IT Services.
• Ensure the working space is safe according to Health & Safety rules and procedures
• Organise own workload efficiently and plan delivery schedules to ensure that device build, deployment and delivery is undertaken in a timely manner, prioritising urgent requests as required
• Provide excellent customer service, responding to enquiries regarding the delivery function, liaising with customers regarding tickets.
• Respond to enquiries from other teams within IT Services.
• Assist with the delivery of equipment from suppliers and loading/unloading into storage, while also ensuring that both delivery and storage areas adhere to established standards.

Occasional out-of-hours or weekend work may be required.

• Experience in building and configuring computers according to defined specifications.
• Diagnostics skills to identify hardware or deployment failures and perform first line repairs or maintenance tasks.
• Proficiency in administrative tasks such as updating guidance documents, databases and incident management systems.
• Strong organizational skills to efficiently organize workload and plan delivery schedules.
• Capacity to diagnose and troubleshoot technical issues, escalating more complex problems to management or colleagues for resolution.
• Must hold a valid UK driver’s license