About Company
The University of Bristol is a world-renowned institution consistently ranked among the top universities in the UK and globally. With a rich history of academic excellence, groundbreaking research, and a steadfast commitment to societal impact, we attract talent from all corners of the world. Our vibrant campus, nestled in the heart of Bristol, provides an inspiring environment for both learning and working, fostering a dynamic community of scholars, researchers, and professional staff. We pride ourselves on creating an inclusive and diverse community where every individual is valued and supported to achieve their full potential. As a leading employer in the region, we are dedicated to providing our staff with rewarding careers, ample professional development opportunities, and a supportive work-life balance. Our IT Services department plays a crucial role in enabling the university’s core mission, ensuring seamless technological operations for tens of thousands of students, academics, and administrative staff across numerous faculties and cutting-edge research centres. We are constantly evolving our IT landscape to meet the demands of a modern, innovative academic environment, embracing new technologies and methodologies to enhance the user experience and support groundbreaking work.
Job Description
Are you a technically adept problem-solver with a genuine passion for helping others navigate the complexities of technology? The University of Bristol is seeking a dedicated and enthusiastic IT Help Desk Technician to join our dynamic IT Services team. This exciting hybrid role offers the flexibility of working both from our vibrant Clifton campus and remotely, ensuring you’re part of our collaborative environment while enjoying a balanced work arrangement tailored for modern life. As an IT Help Desk Technician, you will serve as the crucial first and second point of contact for university staff and students experiencing a wide range of IT issues. Your responsibilities will span providing essential technical support, systematic troubleshooting, and clear guidance across a diverse technological ecosystem. You will play a vital role in maintaining the operational efficiency and reliability of our university’s IT infrastructure, directly contributing to a smooth and productive experience for our entire academic community. This position is ideal for someone looking to grow their IT career within a complex, intellectually stimulating, and highly rewarding institutional setting, where no two days are quite the same. You will be exposed to a broad spectrum of technologies, from cutting-edge research tools to essential administrative systems, and will have numerous opportunities to learn from experienced professionals in a supportive, forward-thinking team environment.
Key Responsibilities
- Provide comprehensive first and second-line technical support to university staff and students via phone, email, chat, and in-person (when on-site).
- Diagnose, troubleshoot, and resolve hardware and software issues for desktops, laptops, mobile devices, printers, and other peripheral equipment.
- Manage user accounts, permissions, and access rights within various university systems, including Active Directory and Microsoft 365.
- Install, configure, and maintain operating systems (Windows, macOS) and a wide range of standard and specialized application software.
- Escalate complex or unresolved issues to senior IT support teams or specialist departments when necessary, ensuring clear, detailed, and timely documentation.
- Document all support interactions, troubleshooting steps, resolutions, and solutions accurately within the IT service management system (e.g., ServiceNow).
- Assist with basic network connectivity troubleshooting, including Wi-Fi issues and fundamental infrastructure support tasks.
- Provide proactive guidance and user training on IT best practices, system functionalities, and cybersecurity awareness.
- Participate actively in IT projects, including hardware rollouts, software upgrades, system migrations, and new technology implementations.
- Contribute to the creation, review, and maintenance of a comprehensive knowledge base for common IT issues and self-service solutions.
Required Skills
- Proven experience (minimum 2.5 years) in an IT help desk, technical support, or similar user-facing IT role.
- Strong proficiency in troubleshooting and supporting Windows 10/11 and macOS operating systems.
- Excellent working knowledge of the Microsoft Office 365 suite (Word, Excel, Outlook, Teams, SharePoint) and associated cloud services.
- Familiarity with Active Directory for user and group management, password resets, and permission adjustments.
- Basic understanding of fundamental networking concepts (TCP/IP, DNS, DHCP) and network troubleshooting.
- Experience with IT service management (ITSM) tools such as ServiceNow, Jira Service Desk, or similar platforms.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly and patiently to non-technical users.
- Strong analytical problem-solving abilities, coupled with meticulous attention to detail.
- Demonstrated ability to manage multiple priorities, work both independently and collaboratively, and thrive in a fast-paced, dynamic environment.
Preferred Qualifications
- Relevant industry IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate).
- Experience supporting Audio/Visual equipment, virtual learning environments (e.g., Blackboard, Moodle), or video conferencing solutions.
- Knowledge of mobile device management (MDM) solutions for iOS and Android devices.
- Prior experience working in an educational, public sector, or large institutional environment.
- A degree or diploma in Information Technology, Computer Science, or a closely related field.
Perks & Benefits
- Competitive salary package with regular reviews.
- Generous annual leave entitlement (30 days plus bank holidays and 4 customary days).
- Excellent defined benefit pension scheme (Universities Superannuation Scheme – USS).
- Access to a wide range of professional development, training courses, and career progression opportunities.
- Comprehensive employee assistance program and robust wellbeing support services.
- Discounted gym membership and access to state-of-the-art sports facilities.
- Participation in the Cycle to Work scheme, promoting sustainable commuting.
- Family-friendly policies, including enhanced parental leave and flexible working options (within the hybrid framework).
- Access to a diverse range of local and national retail, travel, and lifestyle discounts.
- A vibrant, inclusive, and diverse working environment within a world-class university setting.
How to Apply
To apply for this exciting opportunity to advance your IT career within a prestigious academic institution, please click on the application link below. You will be redirected to the University of Bristol’s official careers portal. On the portal, please search for the “IT Help Desk Technician” role and follow the detailed instructions to submit your comprehensive CV and a compelling cover letter outlining your suitability, experience, and passion for this position. We look forward to receiving your application!