Senior Services Analyst
4 weeks ago
About the Role
You will be part of a team responsible for the provision of 2nd line support for all equipment, software and services supported by the Digital, Data & Technology Group.
This team is responsible for the effective response to, investigation of and resolution of all support requests; for the provision of 2nd line field support for all IT & Audio-Visual equipment and services supported by DDaT.
Key Responsibilities
- Actively involved in the day-to-day delivery of an effective IT Delivery Service to the University.
- Part of the team responsible for ensuring the smooth operation of the IT Delivery & Operations Service Desk 'counter' (and associated booking and loan services for staff and students).
- Initial triage of support requests received.
- Line management responsibilities and leading a small team of Service Analysts.
- Developing IT Delivery and Operations support services, whilst maintaining positive relationships with the customer-base and staff within the Digital Data and Technology Department.
Requirements
- Experience of supporting IT or Audio-Visual hardware, software or services (1st and 2nd tier) ideally in an academic environment.
- Functional knowledge of IT Service Management principles and experience.
- Effective working in a customer service environment.
- Confident user of Microsoft Office products and able to provide advice and support on these products.
- Experience of using email and calendaring software in a business or academic environment.
What We Can Offer
- A very generous employer contributory pension scheme.
- Generous annual leave allowance with an additional 5 discretionary days for a positive work-life balance.
- Family-friendly university with flexible working arrangements.
- Excellent reward package that recognizes the talents of our diverse workforce.
- A wide range of personal and professional development opportunities.
- Support options available for new and existing staff to help with immigration expenses.
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