Assistant Support Analyst

University of Plymouth - Technology and Information Services

Technology and Information Services (TIS) is seeking to recruit a skilled Support Analyst to work as part of the TIS Service Desk team. We are looking for a person who is competent in supporting IT in a Higher Education or commercial environment. You will be primarily based on University of Plymouth campus and provide telephone and remote support to staff and students across the University.

The ideal applicant will have a proven track record in a customer IT support role in a demanding, busy and constantly changing environment. They should also be familiar managing incidents and requests to a challenging SLA and dealing with a diverse and demanding customer base.

The role will involve a range of responsibilities and duties including assisting and advising customers, troubleshooting and resolving the majority of IT incidents and requests without escalation.

You will be able to quickly and accurately record all details for each issue using our Service Desk software system and where appropriate update/generate documentation and knowledge articles.

You should have demonstrable experience of supporting a diverse customer base using Windows and core products such as Microsoft Office in an enterprise environment.

You will be familiar with ITSM best practice and ideally have or be working towards ITIL version 3 Foundation and SDI Analyst or equivalent. 

You may be expected to work at different University locations in line with service needs. We require you to be an excellent communicator who is flexible and adaptable, with genuine customer service skills and a high level attention to detail.

You will be an effective team player who enjoys working in a busy and challenging environment where a calm manner and collaboration are essential. You should have the ability to self-prioritise and work independently to productively manage high volume workloads.

This is a full time permanent position working 37 hours per week. Successful candidates will be required to cover core hours between 08:30-17:00 Monday-Thursday and 08:30-16:30 on Friday. Overtime may also be required from time to time.

For an informal discussion please contact Nick Evens (Support Team Manager) on 01752 588769 or via email Nick.Evens@plymouth.ac.uk   

Closing Date: 12 midnight Sunday 1st October 2017

University of Plymouth is committed to an inclusive culture and respecting diversity, and welcomes applications from all sections of the community and is a Stonewall diversity champion.

The University holds a Bronze Athena SWAN Award which recognises commitment to advancing women’s career in STEMM academia.

University of Plymouth has been recognised by Bloomberg as one of the 50 best UK employers for 2016.

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Advert information

Type / Role:

Subject Area(s):

IT

Location(s):

South West England