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 travel to other locations)

Salary: £28,759 – 33,965 per annum based on experience

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

AD WARRIOR is a leading institution in agricultural education, recognized globally for its strong industry connections and innovative curriculum tailored to the evolving land-based sector. The Digital Operations team, part of the Digital Innovation Directorate, integrates Library and IT support to foster digital advancements throughout the organization, enhancing the educational experience for both in-person and remote learners. The Service Desk team is dedicated to providing comprehensive software, systems, and hardware assistance to staff, students, and other users across all campuses.

Role Overview

The Senior IT Service Desk Analyst plays a pivotal role within the team, ensuring the delivery of high-quality IT and audio-visual support services to the 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, and escalate issues to the Digital Operations Manager or Digital Architecture team as necessary, while also tracking 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 theoretical and practical knowledge of digital systems

Employee Benefits

AD WARRIOR offers a supportive work environment with a variety of employee benefits, including:

  • A standard 35-hour work week
  • Generous annual leave 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 a discounted onsite gym
  • Complimentary library services
  • Employee assistance program
  • Occupational health and counseling services
  • Cycle to work scheme
  • Opportunities for professional development

Application Process

If you believe you meet the qualifications for this role and are interested in contributing to AD WARRIOR, please follow the application instructions provided on our website.

AD WARRIOR is committed to equal opportunity employment and encourages applications from diverse backgrounds, particularly those who are underrepresented in our organization.

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