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Lead IT Support Analyst
2 months ago
Position: Senior IT Service Desk Analyst
Location: Cirencester, GL7 6JS (with occasional duties at other University sites)
Salary: £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 industry connections and programs 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 staff capabilities, enriching the curriculum, and supporting both in-person and remote learning. The Service Desk team is responsible for providing software, systems, and hardware assistance 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, 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 line with service level expectations. The analyst will oversee the team's workload, provide second-line support, escalate issues to the Digital Operations Manager or Digital Architecture team as needed, and monitor the progress and resolution of all support 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
- Experience in supporting 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 work week
- Generous annual leave 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 service to Cirencester town center during semester time
- Discounted catering options
- Discounted access to onsite gym facilities
- 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 meet the qualifications for this role and are interested in joining the University, please proceed to the application section on the website to submit your application.
The University is committed to equal opportunities and encourages applications from candidates of diverse backgrounds, particularly those from under-represented groups.
