Senior AV and IT Support Officer

About us

UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL's vision is to take on the hardest global challenges. The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technology-related services to over 50,000 staff and students of UCL and associated institutions.

Our ambition is to be the leading IT services group in the HE sector and we are growing our team's capability in experience/UX, agile development, security, cloud, service management and partnering. We are modernising our technology foundations, digitising the processes of the university to transform experience for students and staff, and partnering across the university to drive differentiation in UCL education and research.

Within ISD, this post is in the IT Service and Operations department which manages the infrastructure and data platforms which underpin UCL's central IT services, including data centres, cloud compute and storage platforms, networks, telephony, communications and collaboration and enterprise applications. In addition, IT Service and Operations provides an End-to-end Service Management capability, ensuring UCL's IT services are relevant, responsive and resilient.

The purpose of the AV and IT Support Officer role is to provide prompt, in-depth, customer-focused 2nd line support to staff, students and honorary contract holders.

The post holder will provide field, phone and remote based support of UCL Managed Desktop, desktops/laptops, mobile devices, networking equipment, audio visual equipment, multimedia equipment, video conferencing, specialist equipment and other peripherals used by academic staff, administrative staff and students. You will form part of a medium sized team and will be expected to work within virtual teams across other parts of the ISD.

• Provide prompt, customer-focused 2nd line IT support to staff, students, and honorary contract holders.
• Deliver field-based, telephone, and remote support for IT incidents and service requests.
• Solid AV experience
  ;
  Set up, maintain, and troubleshoot audio-visual (AV) equipment
• Support, troubleshoot, and maintain UCL Managed Desktop environments.
• Install, configure, and support desktop computers, laptops, and mobile devices
  .
• Diagnose and resolve issues with networking equipment and connectivity
• Support multimedia systems and video conferencing technologies.
• Maintain and support specialist equipment used by academic and administrative staff.
• Install, configure, and troubleshoot IT peripherals
  , including monitors, docking stations, and other connected devices.
• Respond to and resolve hardware, software, network, and AV-related technical issues efficiently.
• Provide high-quality customer service while ensuring timely resolution of support requests.
• Work collaboratively within a medium-sized IT support team to deliver effective IT services.
• Contribute to cross-functional virtual teams across the Information Services Division (ISD) to support wider organisational objectives.
• Ensure users receive reliable technical support with minimal disruption to teaching, learning, and administrative activities.

Standard UCL Benefits:

• 41 days' holiday (27 days annual leave, 8 bank holidays, 6 closure days)
• Option to purchase 5 additional days' annual leave
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme, season ticket loan, and immigration loan
• Relocation support for eligible posts
• On-site nursery and gym
• Enhanced maternity, paternity, and adoption pay
• Staff Support…