EMPLOYMENT

Minimum Years of Experience: 6 - 8 years Re quired skills: Excellent verbal and written communication skills An active / empathic listener Excellent organizational skills with the ability to multi-task Ability to manage own time effectively and to be prompt and punctual Experience of working effectively within a team and collaborating with others to achieve a goal Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques Drive, self-motivation and ability to work under own initiative Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k) for the delivery of IT services Sound knowledge and experience of supporting a range of IT applications, platforms and technologies Ability to clearly and accurately communicate processes and procedures verbally and in writing Ability to produce management information reports from ITSM systems Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources Experience of developing professional and effective working relationships with customers and key stakeholders Experience of delivering a high level of customer service The necessary skills and attributes to integrate successfully into a busy team Desirable selection criteria Delivery of IT support services within higher education institutions ITIL Foundation or higher Experience of coaching and/or mentoring staff Experience of managing the work of others Knowledge and experience of best practice in customer service and/or IT service management