Digital Services Support Specialist

This is a front-line digital services support post at the University of Wales Trinity Saint David, acting as the first point of contact for enquiries from students, staff and visitors. The work mixes hands‑on technical troubleshooting with customer support, delivered face to face, by phone and through live chat, with requests logged and escalated through the service management platform. The post also covers learning spaces, short‑term device loans and feeding service improvement through data and knowledge base upkeep.

The university does not offer sponsorship for this role.

• Act as the first point of contact for digital service enquiries from students, staff and visitors
• Provide support face to face, by phone and via live chat
• Log and manage requests on the Service Management platform
• Diagnose and resolve technical issues
• Triage complex queries and escalate where necessary
• Promote digital services and resources
• Maintain learning spaces and equipment
• Manage short-term device loans and specialist resources
• Collect data to support service improvement
• Maintain knowledge base content
• Identify opportunities to enhance the user experience

• Strong communication skills
• Attention to detail
• Working both independently and collaboratively

• 28 days' annual leave, pro rata
• 8 bank holidays and 4 university closure days, pro rata
• Staff benefits set out on the university jobs page