• Manage and allocate helpdesk tickets. • Maintain and update operational reports. • Monitor support queues and service levels. • Maintain hardware and software asset registers. • Assist with purchasing and supplier management. • Track equipment orders and replacements. • Respond to customer and internal support enquiries. • Maintain accurate records and documentation. • Support continuous improvement of operational processes.

• Act as the first point of contact for incoming helpdesk tickets • Assign and manage support tickets efficiently through Freshdesk • Monitor and report on helpdesk performance and ticket status • Maintain and update Excel reports and operational trackers • Maintain hardware and software asset inventories • Assist with the procurement of IT equipment and software • Follow up on orders and coordinate deliveries with suppliers • Liaise with vendors regarding hardware replacements and warranty claims • Respond to customer enquiries professionally and efficiently • Maintain accurate records of customer interactions, troubleshooting steps, and resolutions • Create and maintain technical documentation and internal procedures • Escalate issues where required and collaborate with technical teams to ensure timely resolution • Keep customers and colleagues informed of progress and outcomes • Support continuous improvement of operational processes and service delivery

• Engage with the full software development lifecycle to develop University Learning systems (Moodle) • Contribute to the team's vision of developing best in class digital solutions to enable excellent educational provision for our students

• Build and scale the core services for the Observability Platform • Work on high-volume telemetry ingestion, distributed storage, query engines, alerting pipelines • Help engineers make sense of operational data including AI-assisted troubleshooting