Support Analyst

About the Job

We are seeking an experienced Support Analyst - IT Service Desk to join our team at Falmouth Exeter Plus. The successful candidate will be responsible for providing exceptional customer services to staff and students of Falmouth University, University of Exeter, The Students Union, and other partner organisations. This is a permanent, full-time position with a salary range of £30,000-£40,000 per annum, depending on experience.

You will be reporting to the Service Desk Manager and will be required to work from our Penryn Campus, with occasional support at other campuses. The role will involve resolving user issues using knowledge provided by other technical support teams within the directorate. The role holder will be able to identify emerging issues and escalate them to the relevant area of the directorate, providing excellent customer support experience during all interactions.

About You

To be successful in this role, you will need to have relevant experience in a customer relations environment, preferably as a 'front line' member of staff. You will also need to possess good organisational skills and the ability to work without direct supervision. Additionally, you should be a positive, supportive, and flexible team player who can thrive in a campus-based environment.

• Experience working in a first-line support role
• Experience supporting desktop environments for Windows and/or MacOS
• Knowledge of Microsoft Office 365 products and services
• Customer Service experience via telephone and face-to-face support
• Some experience supporting Audio Visual services
• Previous use of call management/ticketing systems
• ITIL Foundation V3 or V4

Benefits include Employer Pension Contribution up to 10%, 26 days + 8 days bank holiday, Life Assurance, Subsidised Sports Centre Membership (Gym & Fitness Classes), Enhanced Maternity/Paternity Pay, Salary Sacrifice Car Scheme (Tusker), Salary Sacrifice Cycle Scheme, and Vivup Lifestyle Discounts.

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