IT Operations Specialist
Contract Type: Full-time, permanent
Location : University of Huddersfield, Stratford, London This role is to provide proactive and responsive IT support to both staff and students within the University of Huddersfield - London Centre, ensuring a seamless user experience. The role involves close collaboration with both university and Study Group IT teams to support the integration and effective use of shared systems and platforms. Key responsibilities include supporting and maintaining audio visual equipment, Wi-Fi connectivity, laptops, and desk/workspace setups. The IT Operations Specialist will play a critical role in ensuring that day-to-day teaching, learning, and administrative activities are supported by reliable and well-maintained technology, while also contributing to the Centre’s broader digital infrastructure and service delivery.
This role is primarily based in centre (Stratford) 5 days a week. ABOUT THE ROLE
- To provide end-user support for Study Group systems at the location at which the role is based. The responsibility revolves around the use of a Service Desk system to respond to and assist staff members and students with incidents and service requests
- The tasks this responsibility encompasses will range from desktop support to account and systems administration. These tasks require not only an in-depth knowledge of IT hardware and software platforms but excellent communication and customer service skills
- Maintain accurate documentation of systems, configurations, and issue resolution procedures
- Supporting students with system access
- Install, configure, and maintain AV equipment including conferencing systems, displays, and sound systems
- Ensure seamless functionality of AV infrastructure in classrooms, meeting rooms and shared spaces
- Act as the first point of contact for AV system issues
- Assist in planning and executing AV upgrades or rollouts.
- Provide front-line technical assistance to students for account-related issues
- Assist with student account creation, password resets, printing and access permissions for university systems and online services
- Ensure secure and appropriate access to network, Wi-Fi, and educational resources.
- Working with the wider Infrastructure team, assist with support and maintenance networking and other back-office infrastructure within the relevant location
- This role will assist with ensuring all core back-office systems and infrastructure are working effectively and efficiently, conforming to global standards and security policies
- Urgently responding to alerts from monitoring systems may be necessary at times
- Assist with managing and implementing a range of IT rollouts, upgrades, and projects
- Relevant IT Qualifications OR equivalent proven experience in a desktop support or IT helpdesk environment
- Proven experience in a similar desktop support or IT support role
- Good working knowledge of Microsoft technologies including Azure Active Directory/Entra ID, Intune (Endpoint Manager), Microsoft Defender, and the Microsoft 365 suite (Office, Teams, SharePoint, OneDrive) are essential
- Basic networking skills, Ubiquiti and Cisco Meraki Preferred
- Experience setting up, troubleshooting, and supporting Audio Visual (AV) equipment, including projectors, smart boards, video conferencing systems, and lecture capture solutions
- Knowledge of PC / laptop builds and hardware diagnostics
- Experience supporting networked printers, scanners, and multi-function devices, including basic fault finding and liaising with suppliers
- Experience using IT service management tools, ideally ServiceNow, for logging, tracking, and resolving support tickets in line with SLAs
- Security awareness: Understanding of cybersecurity best practices, such as MFA, phishing prevention, and endpoint security
- Ability to create and maintain technical documentation, user guides, and knowledge base articles
- Excellent communication skills, with the ability to engage confidently with a range of stakeholders and liaise effectively with the University Partner
- Highly customer focused, with an understanding of modern service delivery techniques (ITIL knowledge would be an advantage)
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