Digital Services Support Analyst

1 month ago

Bristol, United Kingdom Unite Foundation Full time

We`re all about creating a Home for Success for our students, using technology and data to empower them to find their home, their tribe and have a great stay with us through their studies.
we take our goals seriously, knocking them out of the park whilst having fun and helping each other grow. Prop-tech is an exciting sector and you`ll be part of a team that is redefining the end-to-end experience for our customers and introducing new ways to add value through products, technology and data. Building an inclusive team that is diverse is essential- it`s what makes us, US. We`re passionate about building a team that respects, celebrates, and thrives from, the different experiences diversity of thought can bring. Whether you`re interested in Marketing, Digital, CRM, Property Maintenance, Robotics and Automation, DevOps, Cloud and Data Engineering, Smart Building and IOT - or all of it - The Digital Support Analyst is responsible for our 1 st line and 2 nd line support for our Digital systems (including but not limited to) the customer website and the customer app. The Digital Support Lead reports to the IT Service Desk Lead within the IT department.
Provide 1 st level end-user support for our digital systems, working to resolve the issues alongside our developers, testers and 3rd party support partners.
Moderate our chat and communities feature on the customer facing app.
Engage directly with customers via email or social media, other teams within the business to contribute to the identification of trends to ascertain faults and support the development process for potential improvements to Unites digital systems.
Ensure all support tickets are tracked and managed effectively, responding within agreed SLA targets in a professional and courteous manner.
Provide support to the business, sharing knowledge with the users and effectively triaging issues, identifying between critical and non-critical issues across all modules.
Balance and prioritise tasks between project support and business as usual.
Upskill in other areas of the IT Service Desk.
Knowledge of software development processes
Experience of User Acceptance Testing processes
Experience of supporting and delivering IT change and IT projects
Basic understanding of General Data Protection Regulations and experience of developing and maintaining a team environment where personal data is kept protected, confidential and secure
An annual bonus so you can share in the company`s success
~25 days` paid holiday
~ Pension - based on how much you save, we`ll contribute 1% more
~ Flexible working opportunities
~ Shared Parental Leave - 18 weeks full pay
~ Other benefits include, ShareSave, Bike to Work, Charity Match, amazing discounts and more

Founded in 1991, Unite Students is a FTSE 100 business and the UK`s leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with 74,000 students calling US home We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.
Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.
Employees, students and neighbours all contribute to building environments where we can all thrive.
We`re proud to be an employer that embraces individuality , and we`re passionate about building inclusive teams. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success , for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar.

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