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Lead IT Support Analyst
2 months ago
Position Title: Senior IT Service Desk Analyst
Location: Cirencester, GL7 6JS (with occasional travel to other locations required)
Compensation: £28,759 – 33,965 per annum based on experience
Employment Type: Permanent, full-time (35 hours per week)
The University has a rich history in agricultural education spanning over 175 years and is recognized globally for its industry connections and courses tailored to the evolving land-based sector. The Digital Operations team, part of the Digital Innovation Directorate, integrates Library and IT support expertise to foster digital innovation throughout the University, enhancing academic endeavors, curriculum enrichment, and both in-person and remote learning experiences. The Service Desk team is responsible for providing comprehensive 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 pivotal role within the team, ensuring the delivery of effective and efficient IT and audio-visual support services to the University community. This includes logging and managing requests and incidents in alignment with service level agreements. The Analyst will oversee the team's workload, provide second-line support, escalate issues to the Digital Operations Manager or Digital Architecture team as necessary, and monitor the progress and resolution of all service 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 comprising an IT Service Desk Analyst and a Junior IT Service Desk Analyst.
Required Skills and Qualifications:
- Proven experience in supporting software and hardware installations
- Demonstrated ability to investigate, identify, and resolve issues efficiently
- Excellent communication skills
- Strong practical and theoretical understanding of digital systems
Employee Benefits:
The University is situated in a picturesque environment and offers a variety of staff benefits, including:
- A 35-hour work week
- Generous annual leave entitlement of 30 days plus bank holidays (pro rata for part-time roles)
- Pension scheme
- Complimentary and guaranteed parking on campus, along with a free shuttle service during semester time
- Discounted dining options
- Access to discounted on-site gym facilities
- Free library services
- Employee assistance program
- Occupational health and counseling services
- Cycle to work scheme
- Opportunities for professional development
Application Process:
If you believe you possess the qualifications for this role and are interested in contributing to the University, please follow the application instructions on the University’s website.
The University is committed to equal opportunity employment and encourages applications from candidates of diverse backgrounds, particularly those from underrepresented groups.
