Assistant Support Analyst (Client Services)

University of the West of England, Bristol - IT Services

Campus/location: Bower Ashton campus
Salary band: D - £21,220 - £24,565
Duration of post: Fixed term, 6 months

Assistant Support Analysts work within the Strategic Business Engagement function, specifically the Client Services area.

The purpose of this role is to enable University wide delivery of robust and fit for purpose classroom and desktop based IT, AV and learning systems plus support, installation and maintenance activities for these systems. Working closely with colleagues, the post holder will be required to support clients through resolution of walk up calls to service desks and calls logged via the University telephone service desk.

Assistant Support Analysts can expect to work with staff and students to understand the nature of any IT or AV related problems they are having and to guide them towards a solution. This is a varied role and whilst technical expertise will be required customer services skills and skills in communicating technical matters to non-technical colleagues are equally important. You must be skilled at and comfortable with communicating at all organisational levels and have experience in operating in a complex university environment. While the role will be allocated to a specific team there is an expectation of a high degree of cross team working and collaboration.

You will be able to demonstrate excellent customer service skills, have an innovative and creative approach to problem solving and have a broad knowledge of a variety of IT, AV and Learning Technologies.  In addition, previous experience in a technical function in a complex organization will be advantageous.

Roles are available in both the Frenchay and Regional Sites support teams – please note that staff are sometimes required to work on other Campuses or in other teams depending on business need.

Please ensure that you fill in all your information on the form provided.  Please make sure that you address the Essential and Desirable criteria on the person specification and please provide examples of how you meet these criteria. Although the application system allows upload of CVS etc. the recruiting managers for this post will refer to the information provided on the application form rather than attached CVS or letter.

We welcome job share or applications for part time working in relation to this post.  Our standard working hours are 8.30 - 5.00 with an hour for lunch but at UWE we are keen to support good work life balance and we offer the opportunity for flexible working along with a flexi time scheme, generous holiday entitlement, on site nursery and numerous other benefits.

Please note, that although this post is in the UWE IT Department one of the main duties of the post holder will be face to face client contact on a daily basis therefore we welcome applications from people who have good customer service experience even though their IT support experience to date may be limited.

It is anticipated that this role will be based at our Bower Ashton Campus.
For further information about the role please contact Kris.yeats@uwe.ac.uk

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