The role provides technical second level support to users of the IT services provided by the Desktop Services team. As part of a team this involves the key responsibilities of responding to IT incidents and service requests within agreed service standards, contributing to the development of technical documentation, explaining services provided and troubleshooting problems as necessary. This support involves the post holder working closely with the Service Desk teams as well as users to ensure that support services are delivered effectively. The job holder needs to be flexible, motivated and skilled, with a professional approach to provision of IT support services. The post reports to one of Desktop Services team leaders, and is expected to interact with University staff at all levels.