Senior Service Analyst (Standard Support - 2nd Line)

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 DDaT. 
• 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.
• You will be actively involved in the day-to-day delivery of an effective IT Delivery Service to the University. The post-holder will act as the point of escalation for incidents and changes and will provide technical leadership and expertise in their area.
• You may be 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); and for the initial triage of support requests received.
• This role includes line management responsibilities and will require the post-holder to lead a small team of Service Analysts with responsibility for deploying them in an effective manner as priorities change.
• Assisting in developing IT Delivery and Operations support services, whilst maintaining positive relationships with the customer-base and staff within the Digital Data and Technology Department.

An ideal candidate in this role would have the following:

• 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 
• Experience of effective working in a customer service environment
• Would be a 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 you:

• A very generous employer contributory pension scheme
• Generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work life balance
• We are a family-friendly University and with an increasingly agile workforce, are open to flexible working arrangements
• An excellent reward package that recognises the talents of our diverse workforce
• A wide range of personal and professional development opportunities
• A number of support options available for new and existing staff to help with the cost of some immigration expenses which you may be eligible for: Relocation allowance, Visa Reimbursement, Interest-Free Loan.

Salary: Starting from £30,505, rising to £36,924 per annum

Contract Type: Full Time, Open Ended