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Lead IT Support Analyst
2 months ago
Position Title: Senior IT Service Desk Analyst
Location: Cirencester, GL7 6JS (with some work in other University locations required)
Compensation: £28,759 – 33,965 per annum based on experience
Employment Type: Permanent, full-time (35 hours per week)
The University has been a leader in agricultural education for over 175 years, recognized globally for its strong ties with industry and its curriculum tailored to the evolving land-based sector. The Digital Operations team, part of the Digital Innovation Directorate, merges Library and IT support expertise to foster digital innovation throughout the University, supporting academic staff, enhancing the curriculum, and facilitating both in-person and remote learning. The Service Desk team is responsible for providing software, systems, and hardware support to staff, students, and other users across all University campuses.
Role Overview:
The Senior IT Service Desk Analyst plays a crucial role within the team, delivering a high-quality IT and audio-visual support service to the University community. This includes logging and managing requests and incidents in line with service level agreements. The Analyst will oversee the team's workload while providing second-line support, escalating issues to the Digital Operations Manager or Digital Architecture team as necessary, and ensuring timely progress and resolution of all tickets.
This position reports directly to the Digital Operations Manager. While there are no direct line management responsibilities, the role includes oversight of a small team consisting of an IT Service Desk Analyst and a Junior IT Service Desk Analyst.
Required Skills and Qualifications:
- Experience in supporting both software and hardware installations
- Demonstrated ability to investigate, identify, and resolve issues efficiently
- Strong communication skills
- Comprehensive knowledge of digital systems
Employee Benefits:
The University is situated in a picturesque environment and offers a variety of staff benefits, including:
- A 35-hour working week
- Generous annual leave entitlement of 30 days plus bank holidays (pro rata for part-time roles)
- Pension scheme
- Free and guaranteed parking on campus, along with a free shuttle bus service during semester time
- Discounted catering options
- Access to a discounted onsite gym
- Complimentary library services
- Employee assistance program
- Occupational health and counseling services
- Cycle to work scheme
- Opportunities for staff development
Application Process:
If you believe you are a suitable candidate and are interested in this opportunity, please proceed to the application process as directed on the University’s website.
The University is an equal opportunities employer and encourages applications from individuals of diverse backgrounds, particularly those from under-represented groups.
