IT Helpdesk Assistant

The Opportunity

The Department of Physics at the University of Cambridge is entering an exciting new era. We have recently moved into the state-of-the-art Ray Dolby Centre, a purpose-built facility designed for world-leading research and teaching. To support this transition and ensure our academic mission is met, we are seeking a proactive and enthusiastic IT Helpdesk Assistant to join our dedicated IT Services team.

The Role

As a key member of our Help Desk team, you will be one of the first points of contact for all audiovisual (AV) and IT support issues and requirements within the Department. This is an ideal role for someone with a passion for IT and AV technologies who is looking to start or grow their career in a world-class academic environment. You will work closely with the wider IT team to provide comprehensive front-line support, ensuring that our researchers, staff, and students have the technical tools they need to succeed.

Your key responsibilities will include:

• Service Quality and Support: Acting as a primary contact for the IT Help Desk, tracking and monitoring issues, and ensuring queries are resolved or escalated in a timely manner according to Service Level Agreements (SLAs).
• Event and AV Support: Providing high-visibility, in-person assistance for departmental lectures. You will proactively meet with speakers to ensure they are confident with the technology and remain available to troubleshoot issues under pressure.
• Systems Installation: Installing and decommissioning hardware and software, conducting tests, and ensuring all departmental devices are correctly configured and documented.
• Problem Management: Investigating system and service faults, implementing agreed remedies, and contributing to the creation of clear support documentation and knowledge-base articles.

Who we are looking for

We seek a service-oriented team player with a proactive attitude and a passion for problem-solving. You should have:

• A proven track record of delivering high-quality customer service, with the interpersonal skills necessary to manage and enhance the end-user experience.
• Demonstrable experience in a customer-centric environment, demonstrating a sophisticated approach to service delivery and professional communication.
• A good understanding of Windows OS, PC hardware, and common applications such as Microsoft Office.
• Experience or a strong interest in MacOS, Microsoft Teams, and audiovisual technologies.
• The ability to communicate technical information clearly to a variety of users.
• A spirit of curiosity and a proactive approach to learning new technologies and improving service delivery.

Once an offer of employment has been accepted, the successful candidate will be required to undergo a basic disclosure (criminal records check) check and a security check.

We reserve the right to close this vacancy early if we receive a sufficient number of suitable applications.

Informal enquiries are welcomed and should be directed to: Richard Ordish at rgo22@cam.ac.uk. If you have any questions about the application process, please contact hr@phy.cam.ac.uk.

Please quote reference KA49694 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.