Senior IT Operations Associate

• Deliver reliable, secure and responsive technology services across campus, serving as the central technical contact for staff and students supporting devices, applications, networks, cloud services and physical security technology
• Provide responsive L1 and L2 technical support to staff and students through multiple channels, diagnosing and resolving hardware, software, connectivity and application issues across Windows and macOS environments
• Manage support tickets throughout their full lifecycle, ensuring requests are accurately recorded, prioritised, updated and resolved within agreed service levels
• Develop automation solutions and leverage AI capabilities to strengthen self-service support, reduce repetitive work and increase operational efficiency
• Identify recurring technical issues and recommend permanent solutions, whilst contributing to the development of user guides, documentation and self-service knowledge resources

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