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Data & Technology Services

Support Officer (End User Computing Service Line)

Salary from £33,558 to £38,541 pa inclusive with potential to progress to £41,404pa inclusive of London allowance 

LSE’s Data and Technology Services division provides services to over 10,000 staff and student users.  Responsible for providing second line service and support to the End User Computing service line. The role is primarily accountable for handling second- line service calls and ensuring the third- line teams within the department and in Business Led Technology teams, are operating to agreed service levels.

The post holder will need to have proven technical experience to assist Faculty and Professional Services staff with their IT problems and provide specialist knowledge of software used within the School. They will need to understand specialised computer specifications based on each Faculties need and be able to troubleshoot any issues that arise. The elements of the role require a high level of communication skills, organising workloads and collaborative working along with balancing the needs of individuals whilst managing their expectations.

The successful applicant will be working 5 days a week on campus.

This post will:

• Provide resolutions and ‘work-arounds’ for service incidents and deliver specific service requests from colleagues across the school
• Ensure that the principle of ‘shift left’ is adhered to by supporting transition of specific resolutions to the first line teams and maintaining a comprehensive, timely and effective knowledge base
• Be able to guide and support projects through transition to live activities into the service line and rest of the support function
• Be a key resource to maintenance projects
• Provide a key communications point on technology relating to their service line, encouraging an

empathetic and professional approach in line with the cultural values of the Division.

Candidates should have:

• Knowledge of support and administration of Office 365 suite and other off-the-shelf Productivity and collaboration tools
• Knowledge of Computer networks and WiFi
• Good knowledge of desktop operating systems such as Windows 10/11, MacOS and Ubuntu
• Knowledge of using systems management software such as SCCM, Intune or JAMF
• Evidence of a strong technical background relating to industry standard technology

We offer an occupational pension scheme, generous annual leave and excellent training and development opportunities.

For further information about the post, please see the how to apply document, job description and the person specification.

To apply for this post, please go to www.jobs.lse.ac.uk. If you have any technical queries with applying on the online system, please use the “contact us” links at the bottom of the LSE Jobs page. Should you have any queries about the role, please email dts.admin@lse.ac.uk.

The closing date for receipt of applications is 02 August 2024 (23.59 UK time). Regrettably, we are unable to accept any late applications.