IT Service Desk Technician

The Role and the Department

The Computing and Information Services (CIS) has an annual operational budget in the order of £10m, multi-million pound programmes of change within year, and approximately 185 staff. The Senior Leadership Team report directly to the Ch ief Information Officer (CIO) with the following portfolios: Strategy and Change; Operations; and Information Systems. CIS provide academic, teaching and administrative services across the organisation that underpin the day-to-day activities of the whole organisation.

As a IT Service Desk Technician you will act as first line support for university staff, student, and visitors, utilising various communication channels such as live chat, self service, telephone, email, and in person interactions to meet user requests, provide assistance, and resolve incidents and issues.

The IT Service Desk Technician will provide effective, high quality, responsive, customer focused support to all users of university IT in a timely and professional manner. You will have a willingness to develop new technical competencies and an ability to be flexible and work extended hours if required. Occasional travel may be required to attend user groups or conferences.

From early 2025 the base location for this role will change from our Durham City Centre site to our exciting new professional services hub based at Boldon House. Boldon House is situated on the outskirts of Durham near the Arnison Centre in Pity Me. Boldon House will bring a number of professional services teams together in a vibrant office environment which supports collaborative working and is designed to embrace hybrid working.

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