ITSM Support Specialist

About UniDesk

• UniDesk is an ITIL-aligned service improvement tool designed for Higher and Further Education based on the TOPdesk SaaS offering.
• TOPdesk provide the technical platform with UniDesk managing the service on behalf of its members.
• The service provides an Enterprise-level service management solution for institutions encompassing core ITIL disciplines.

About The Role

Due to growth we are seeking a dedicated ITSM Support Specialist whose primary role will be strategically supporting and maintaining the ITSM platform, ensuring it operates as a high-impact asset that contributes significantly to the success and service maturity of our members. This role requires a hands-on approach to the technical management of the system, a keen understanding of IT service and IT service management, and a forward-thinking mindset to adapt to the evolving needs of our rapidly growing membership. This is a technically oriented role and not a technical infrastructure or service desk support role.

Role Responsibilities

ITSM platform management: Ensure the robust operation, configuration, and systematic upkeep of the ITSM platform to meet current and emerging needs. Implement enhancements, customisations, and system updates.

Strategic IT service management: Leverage ITSM best practices to optimise service processes, contributing to the reliability, efficiency, and quality of service delivery to members. Analyse performance indicators and operational metrics to drive continuous service improvement.

Support & maintenance leadership: Provide expert technical support, promptly addressing system issues to maintain optimal platform performance and user satisfaction. Lead routine maintenance activities, ensuring process integrity.

New member onboarding: Support and manage aspects of the onboarding process for new members, setting standards for excellence from the first point of engagement. Oversee the technical integration of new member environments, ensuring consistency and uninterrupted service excellence.

Collaborative process improvement: Work closely with all members to understand service utilisation and areas for improvement, advocating for changes that enhance overall effectiveness. Document workflows and procedures, contributing to an institutional knowledge base and facilitating consistent service delivery.

Vendor & stakeholder engagement: Serve as a liaison for the ITSM vendor relationship, undertaking joint initiatives for platform enhancement. Communicate effectively with internal and external stakeholders, aligning platform capabilities with member objectives and expectations.

About You

• Certification in ITSM, preferably ITIL, is an advantage.
• Demonstrated experience in the support and maintenance of ITSM platforms.
• Proven ability in managing system enhancements and upgrades, with a focus on minimal service disruption and strong change control.
• Practical experience in delivering training.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with a track record of successful stakeholder engagement.
• Knowledge of TOPdesk ITSM solution would be an advantage.

Terms

Location: Remote with occasional travel to member institutions

Tenure: Permanent Full Time (part time considered)

• Full-time hours 35.625 hours per week – 9.5-day fortnight working pattern as standard.
• Annual leave: 26 days annual leave plus 14 fixed/floating days per annum pro-rated for part-time hours.
• Must be UK based.

How to Apply:

Applications should be made by forwarding your CV and covering letter to jobs@hefestis.ac.uk (via the ‘Apply’ button above). The closing date for applications is Friday 25th October at 5pm.

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