Are you passionate about supporting users and combining this with your technical skills? Desktop, Print & Support Services (DPS) brings together a number of user facing support and technical teams. We have teams responsible for providing first and second level support and for providing the technical services that underpin our University wide managed services. The IT Support Office (ITSO) is responsible for delivering first line support to end users on behalf of the IT Services. Role Reporting to the Senior IT Support Specialist, you will work alongside IT Support Specialists to deliver customer-focused first-line technical support and provide first line support to staff and students. You will have good working knowledge of supporting the Microsoft Windows operating environment, standard applications software and the use of laptops/mobile devices and their configuration. You will be expected to prioritise and manage your own workload using the tools provided and work to standard operating procedures. This role supports two-factor authentication so previous experience of this is advantageous. You will have excellent communication skills, the ability to adapt your customer service approach and be able to explain concepts in simple terms to users from non-technical backgrounds, as well as being able to use your own initiative to problem solve. You will work Monday to Friday (9am to 5pm) but may also be required to work outside normal hours, at the weekend or on bank holidays to provide additional services for users at key times of the academic year. Skills, Experience & Qualification needed Level 2 qualification including Maths and English. (Qualifications at this level include five GCSEs at grade A-C/ grade 4-9. Please view the full list .) We also welcome applicants with equivalent non-UK qualifications or equivalent professional experience. Good working knowledge of supporting a Microsoft Windows operating environment Good working knowledge of standard applications software including Microsoft Office and/or Google Apps Good working knowledge of laptops and mobile devices and their configuration Experience of delivering first line customer support Accurately record, analyse, interpret and report information/data Use digital technologies including Google applications and/or Microsoft Office Communicate effectively in verbal and written formats Organise activities and resources Interview date: 18/2/2025 For informal enquiries: please contact Simon Bower, IT Service Desk Manager on simon.boweryork.ac.uk The University strives to be diverse and inclusive – a place where we can ALL be ourselves. We particularly encourage applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented at the University. We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff. EqualityatYork