Lead IT Support Analyst

6 days ago

Gloucestershire, United Kingdom AD WARRIOR Full time

Position: Senior IT Service Desk Analyst

Location: Cirencester, GL7 6JS (with occasional duties at other University sites)

Compensation: £28,759 – £33,965 annually based on experience

Employment Type: Permanent, full-time (35 hours per week)

The University has a rich history in agricultural education, 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 across the University, enhancing academic resources, curriculum development, 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 line 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:

  • Experience in supporting software and hardware installations
  • Demonstrated ability to investigate, identify, and resolve issues promptly
  • 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 of 30 days plus bank holidays (pro-rated for part-time roles)
  • Pension scheme
  • Complimentary and guaranteed parking on campus, along with a free shuttle service to the town center during the academic semester
  • Discounted dining options
  • Access to a discounted on-site gym
  • Complimentary library services
  • Employee assistance program
  • Occupational health and counseling services
  • Cycle to work initiative
  • Opportunities for professional development

Application Process:

If you believe you meet the qualifications for this role and are interested in contributing to the University, please proceed to the application process 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.

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