User Support Analyst (Fixed Term)

Bournemouth University - IT Services

At BU our vision is to create a stimulating, challenging and rewarding University experience, through sharing a unique fusion of education, research and professional practice and inspiring our students and staff to enrich the world. Our highly skilled and creative workforce is comprised of individuals drawn from a broad cross section of the globe, and who reflect a variety of backgrounds, talents, perspectives and experiences to build our global learning community.

User Support Analysts are the central point of contact between IT Services and BU end users and a key element of the role is resolving and diagnosing the majority of problems at first point of contact, retaining ownership of incidents through to resolution.

Working as a member of a team, analysts work flexibly to provide 1st line technical support, desktop application support and learning and teaching support to 2,000 staff and 15,000 students. Knowledge of Incident, Problem, Service Level and Knowledge management processes are key. 

You will provide second line support; installation and maintenance service for user computing (hardware & software), telephony, network & audio visual systems to defined standards and procedures both on and off site, ensuring agreed service targets are met. You will be expected to maintain accurate records and reporting information to provide input to a continuous service improvement culture, as well as communicating with users to keep them updated on the progress of incidents or requests.

Your good communication and analytical fault finding skills are essential along with an overall understanding of IT service provision within a University environment.

This post is available for a fixed term period until 31 July 2018.

If you wish to discuss the role in further detail prior to application, please contact Tom Hollingum, at, quoting the post reference ITS110 in the subject line.

A detailed job description and person specification are available from our website together with an online application form. Alternatively, please telephone 01202 961130 (24 hour answerphone) quoting the appropriate reference. 

BU is an equal opportunities employer which values a diverse workforce. We provide a supportive and inclusive environment where all individuals can fulfil their potential. Together, we share a common set of values rooted in inspirational learning, world-class research and the latest thinking. We provide a powerful fusion of research, education and professional practice, creating a unique academic experience.

Closing date: Thursday 31 August (Midnight)

Interview Date:  To Be Confirmed

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South West England