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About the Role
Our Senior Service & Support Technician role is part of 2nd line support within the Service Desk. They help deliver the provision of services provided for circa 10,000 staff, Associate Lecturers, visitors and research students across several geographic locations as well as home workers.
This role would suit someone who has demonstrable experience in:
- Providing reactive technical support to resolve incidents and service requests, including analysis, investigation and resolution of hardware and software issues as applicable.
- Providing proactive IT support in the form of workshops and drop-in sessions to all levels of staff across the University and assist with audio visual equipment and events.
- Being fully focused on service excellence and expedite investigations/ resolutions to incidents, whilst driving the appropriate actions to safeguard service and ensure that OLAs and SLAs are maintained.
- Providing support for IT systems with a good technical understanding of computer hardware, software and other associated technologies.
- Providing strong oral and written communication and enjoys working as part of a team supporting your colleagues to adapt to change and collectively deliver a great service.
Key Responsibilities
- Organise and provide support for all aspects of hardware and software technologies used across the University. For example, this will include (but not be limited to) telephony, mobile devices and meeting/conference room equipment.
- Take ownership of incidents and service requests, where appropriate, and ensure that regular communication with business partners is maintained through the lifecycle of the incident or request.
- Liaise with and drive technical support teams toward resolution of incidents across the vast range of applications and services provided within the OU.
- Use appropriate tools to ensure the suitable logging, progression and escalation of jobs.
- Refer issues to subject matter experts, both internally and externally. Allocate repairs to the University’s third-party maintenance partners via the appropriate mechanisms.
- Provide support for office relocations, regional offices, meetings and conference events. This will also include some out of hours working, including weekend/evenings, and could involve some domestic travel.
- Responsible for management of own workload and time escalate issues to team leader, as well as plan workshops, drop-in sessions and audio-visual events.
- After appropriate training, assist in the set-up and operation of a wide array of AV equipment (e.g. cameras, mixing desk, lighting, microphones etc.) used at University events.
- Provide proactive support through workshops and drop-in sessions, where they will instruct staff on the use of hardware and software and solve problems that people present during the session.
About You
Essential:
- A high standard of written English grammar and mathematics commensurate with the role.
- Proven experience of successfully supporting IT systems and software in a work environment.
- Evidence of a customer focused approach to work.
- Good interpersonal skills with proven ability to communicate effectively, orally and in writing, with people across a range of areas and levels.
- Good technical understanding of computer and audio-visual hardware and technologies.
- Sound understanding of IT support processes and procedures.
- Experience of working as part of an IT support team.
- Evidence of independent working and planning tasks to defined timescales.
- Experience of instructing and coaching users in the use of technology.
Desirable:
- Experience of supporting complex IT systems and software within an enterprise environment with over 1000 users.
- A proven understanding of enterprise service management toolsets.
- Experience of developing documentation and coaching junior staff and end users in the use of complex technology.
- Evidence of planning and managing events such as drop-in sessions and presentations.
- Experience of working with users to determine the requirements and plan audio-visual events.
Support with your application
If you have any questions, or need support or adjustments relating to your application, the recruitment process, or the role, please contact us on 01908 541111 or email careers@open.ac.uk quoting the advert reference number.
What's in it for you?
At The Open University, we offer a range of benefits to recognise and reward great work, alongside policies and flexible working that contribute towards a great work life balance. Get all the details of what benefits we offer by visiting our Staff Benefits page (clicking this link will open a new window).
Flexible working
We are open to discussions about flexible working. Whether it’s a job share, part time, compressed hours or another working arrangement. Please reach out to us to discuss what works best for you.
Please note that this role is based on site at our Milton Keynes campus. The role will also require some travel to the University's Regional Centres on some occasions, working outside of core hours and at weekends when required as determined by business needs.
Next steps in the Recruitment process
We anticipate that face-to-face interviews for this role will be taking place on-site at our Milton Keynes campus during the week commencing 24 November 2025.
Early closing date notification
We may close this job advert earlier than the published closing date where a satisfactory number of applications are received. We would therefore encourage early applications.
How to apply
To apply for this role please submit the following documents:
- CV
- A personal statement of up to 1000 words. You should set out in your statement why you are interested in the role and provide examples of where your skills and experience meet the essential requirments for this role as detailed in the job description.
You can view your progress and application communications when you are logged into our recruitment system. Please check your spam/junk folders if you do not receive associated email updates.
