Grow Your Own - IT Graduate Technician chez Birmingham City University

The full-time starting salary is normally £28,287.00 per annum, with progression available in post to £32,006.00 per annum. 

Grade: C

10 x full-time, 15 month fixed-term positions.

The IT Department at Birmingham City University is seeking to appoint a graduate for a 15-month fixed-term position. The successful candidates will have completed a relevant degree at Birmingham City University.

Birmingham City University is a large and diverse place to study right in the heart of the city and we currently have an exciting opportunity for Graduate IT Support Technicians to join our dynamic team working with staff and students across the University. This role will join an established team and play a major part in supporting customers across our Faculties and professional service staff at our City Centre and City South campuses. This will suit graduates with a strong interest in IT customer service and first-line support, who are looking to begin their career in an exciting environment.

The role will be on-site working directly with students, staff, and other users of our buildings. You will be responsible for day-to-day IT support, providing excellent customer service and effective management of incidents and service requests which have been assigned to the team. You will be working on a busy helpdesk in one of our support locations or on our Service Desk interacting with customers over the phone and assisting in support of the technology which enables teaching, including AV equipment, infrastructure, and end-user devices.

• IT Graduate Technicians will be required to:
  Provide a high-quality customer service experience across a range of service points, including the central Service Desk and physical helpdesks across the University, either face to face, by telephone, email, or any other designated support channel.
• Capture and accurately record incidents and service requests as they are raised by customers, using clear language and customer empathy.
• Deliver standard first-line fixes for issues around account management, standard software installation, and initial diagnostics, as well as any other documented fixes made available by the IT Team Leader.
• Where applicable, follow up with customers and manage calls within the ITSM system to ensure that incidents and service requests do not breach service level agreements.
• Provide proactive maintenance support for equipment across the home site, including support for the laptop loan service and Audio Visual equipment in teaching rooms.
• Liaise with the Desktop Service team to ensure that IT asset changes are recorded accurately.
• Liaise with, and work in collaboration with, colleagues across IT to deliver a high-quality customer service experience to students and staff with incidents or requests.
• Engage with the IT Academy including attendance and contributing at regular meetings, and the mentoring support provided

Strong technical, communication, problem solving and presentation skills will be advantageous for this role.  If you have any questions about the position, please contact Paul Williams/ Assistant Director IT for Customer Services – [email protected] 

Please click the below link to download the Job Description:

Job Description

The appointed candidate will normally be employed through our subsidiary company BCU Support Services Limited, a wholly owned subsidiary of Birmingham City University. Appointees with prior LGPS membership who wish to enter the LGPS scheme will be able to do so, and will be employed by Birmingham City University directly.