JOB DESCRIPTION
JOB TITLE:
Service Desk Technician
REPORTS TO:
Senior Service Desk Officer
DIRECTORATE/SECTION: Centre for Creative Learning
GRADE: II
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ROLE SPECIFIC INFORMATION AND CHALLENGES
The Service Desk Technician role within DCS (Digital Campus Services) is to provide an
accessible and responsive service desk provision for University students and staff. The Service
Desk supports both academic and business processes against a wide range of ICT provision
such as general computer resources and network access, BYOD mobile devices, specialist
computer resources, software allocation, online information systems and central AV resources.
The role will undertake ICT service desk tasks which are primarily to support students and staff
to resolve queries which include less straightforward issues without the need for close
supervision.
The post holder will deliver and support against ITIL processes and procedures in pursuit of an
excellent service as required by the AUB Strategic Plan intention to deliver high quality digital
resources and services. A high level of customer service is expected to internal and external
clients using own knowledge and experience, whilst working within a team environment in
support of achievement of team deliverables to operational and strategic plans.
The role requires working with a service desk system to log, monitor, resolve and record service
requests to support and enable stakeholder engagement from which reports can be monitored.
The system will also support processes to control asset recording and depreciation as well as
hardware and software contract details.
The post is expected to be flexible in working hours with the growing demand of students and
staff requiring 8:00am to 7:00pm and sometimes weekend cover.
The post holder will be expected to deliver their duties with minimal supervision, exercising
initiative and independent problem solving, drawing on past experience and knowledge.
The key challenges of the post are: the need to balance, prioritise and resolve technical support
queries and requirements in an unknown or changing situation where unscheduled work may be
required to maintain business continuity; to be able to work confidently with professional and
academic colleagues and students and to be aware of the centrality of the student experience in
everything we do.
The Arts University Bournemouth continually strives to maintain up to date technology and the
post holder is expected to maintain and extend their skills and knowledge base in ICT and digital
learning developments.
Service Desk Technician
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JOB DESCRIPTION
PURPOSE
1. To support and promote clear and concise processes and procedures using the ITIL
Framework.
2. To offer a consistent and effective Service Desk to all internal stakeholders of the
University.
3. To maintain a Service Desk system for call logging, asset management and contract
register
4. To provide first line technical assistance against a wide range of University systems and
resources.
5. To maintain a broad and user centred approach for all ICT requirements.
6. To provide a Service Desk provision to include support for the developments of a Digital
Learning Environment and integrated learning resources (Audio Visual).
Specialist:
KEY DELIVERABLES
 To provide service desk delivery against ITIL (Information Technology Infrastructure
Library) processes to ensure stakeholders have a clear and consistent experience
of ICT support.
 To provide an accessible and responsive service desk facility for students and staff,
including data entry and maintain the integrity of the service desk system
 To provide first line support, remote resolution of queries and advice to facilitate
service continuity
 To carry out support calls on a wide range of ICT resources include Mac / PC and
Mobile Devices.
 To demonstrate analysis of ICT service desk information / data, highlighting issues
for further action and to enable management decision-making.
 To support audio visual resources against development of seminar rooms and
potential lecture capture options
 To support the DCS team members against operational implementation and related
projects.
 To provide supportive information and advice, based on ICT knowledge, skills,
experience and expertise.
Digital Campus Services - Service Desk Technician
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Planning & Organisation:
Customer/Teamwork:
JOB DESCRIPTION
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Staff Management &
Resource Planning:
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To maintain the standard of quality set by service and institutional objectives.
To deliver a consistent customer service experience using defined processes
and procedures.
To contribute to the work of the wider DCS team in support of strategic and
operational deliverables.
To support the work of the Service Desk team with the work of DCS and other
sections.
To enable customer feedback to ensure that the best possible service is
delivered to all stakeholders.
To support relationships with external support companies in regard to ICT
provision.
To achieve work deliverables by prioritising work, escalating issues to line
manager or others as appropriate.
To apply knowledge of customer/user requirements, to identify suggestions to
line management where service may be improved
To support improvements to service / efficiencies / working practices / methods
/ processes taking account of customer feedback, changes to policy, strategy or
external environment.
To ensure that all processes and procedures adopted within DCS are reliable,
efficient, effective and legally compliant, and appropriate to the University
requirements.
To ensure activities and personal workloads are aligned to University and CCL
priorities.
To support the work of the Service Desk team, providing support as required.
To take part in AUB working groups and to contribute to cross-University
projects and to support the achievement of project deliverables.
To contribute report based information about resource requirements to inform
the resource and budget planning process.
To ensure that all Service Desk activities take account of costs, timescales,
resources and stakeholder interests.
To maintain contact with internal and external parties on hosted services and
contract deliverables.
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JOB DESCRIPTION
Internal contacts:
 Dean of Creative Learning
 Head of Digital Campus Services
 Digital Campus Services Operations Manager
 Digital Campus staff in particular:
 Senior Service Desk Officer
 Senior Business Development Officer
 Senior Digital Learning Development Officer
 Senior Digital Learning Officer
 MIS Manager
 Faculty Technical Resource Managers
 Prep HE Technical staff
 Marketing Web staff
 Staff & Students
External contacts:
 Suppliers
 Hosted service teams
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JOB DESCRIPTION
__________________________________________________________________________
FURTHER INFORMATION
This role is part of the Digital Campus Services (DCS) section of the University. DCS is a
centralised support service hub for the delivery and maintenance of core computing resources
and networking infrastructure on behalf of all staff and students. The strategic aim of the
University is to have a DCS team robust enough to support true innovation; able to develop
enhanced and proactive relationships with stakeholders and to meet the unpredictable demands
of digital change over the next few years.
Digital Campus Services consist of three key teams: 1) Business Development; 2) Digital
Learning and 3) Service Desk and each team is led by a Senior Officer. This configuration
explicitly recognises the broad and interrelated range of responsibilities of the group and
demonstrates that all three areas should be seen by service users to have equal status. The
Digital Learning team will incorporate all matters relating to the learning environment and the
Business team will manage and support the technical needs of professional services including,
for example: finance, admissions, library, student information and HR systems.
The Business Development and Digital Learning teams will both have expertise in technical
infrastructure. The Service Desk is for all users and has been identified as a key area for
development. AUB is proud that the Service Desk supports student computing-experiences
alongside the support given to professional and academic staff.
ORGANISATION CHART
Head of
Digital Campus Services
Digital Campus Services
– Operations Manager
Senior Digital Learning
Development Officer
Senior Digital Learning
Officer
Senior Network Officer
Business Development
Senior Service Desk Officer
2 x Systems Officers
2 x Systems Officers
2 x Service Desk
Technicians
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JOB DESCRIPTION
THE OFFER
Job Title:
Digital Campus Services –Service Desk Technician
Contract Type:
Permanent, Professional Services Grade: II
FTE:
Full-time
Hours: 37 per week
Salary:
£19,632 per annum
Start Date: ASAP
Holiday Entitlement: 25 days (plus Bank Holidays) per annum
Pension: On joining the AUB employees automatically become members of either the Teachers’
Pensions Scheme (academic staff) or the Local Government Pension Scheme (professional
services staff), unless they choose to opt out.
Relocation and Interview Expenses Policy: Please refer to the University’s recruitment pages
on the website for more information on this: http://employment.aub.ac.uk/.
Parking Policy: Due to limited parking at the University, unfortunately we can only guarantee
car parking to visitors coming for an interview who have mobility problems. If you are travelling
by car we have a drop off point for applicants at the main entrance. We recommend that you
park locally in Winton, which is on a bus route to and from the University. Applicants travelling
by rail should arrive at Bournemouth Central Station where there is a regular bus service from
the station (Yellow Bus 6 or Unilinx U3) and a taxi rank.
Employees have to purchase a parking permit to use the parking facilities. Employees who live
within a 1.5 mile radius of the University will not be eligible for a car parking permit. NB: there
are some exemptions for those with disabilities and during pregnancy (please enquire).
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ABOUT AUB
A centre for creative excellence depends on excellent people
If you’d like to work at one of the UK’s leading arts universities, on a friendly campus, in a lively
town, next to some of the country’s most stunning coastline, you’re on the right page.
The Arts University Bournemouth has an international reputation for creative excellence. But we want to
achieve more and we’re always looking for people who can help us make a real difference to our students’
time here.
Doing everything we can for students and staff
We’re creative specialists. Our courses, campus and culture inspire and prepare our students to play a
dynamic part in the creative industries – from performance to film production, from digital to design.
We believe in having the right tools for the job. Our facilities are designed to help students and staff do
their best: workshops with the latest equipment, dedicated theatre spaces, recording studios, digital suites
and more.
We encourage our students to collaborate, to be curious, to take risks and to push the boundaries of their
subject. And we invite outstanding lecturers and industry experts who add to our own expertise.
Above all, we want to recruit great people, academic, business and support staff - which is where you
come in.
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