Senior Service Analyst (Standard Support)

About the role

You will be part of a team responsible for the provision of 1st line and/or 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 1st line and/or 2nd line field support for all IT & Audio-Visual equipment and services supported by DDaT.

The Senior Service Analyst 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 & 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 Computing Services Department.

This role is offered on a full time (36.5 hours per week) permanent basis. 

About the Department 

The University of Bath (UoB) is embarking on the next stage of its digital transformation journey. A key part of this is to transform the way in technology services are delivered. The Digital, Data & Technology Department (DDaT) is a passionate community of technical experts who provide digital, data & technology services that are accessible, relevant, & secure. We are motivated by helping people solve problems, be more effective in what they do today and innovating to raise the bar of what can be achieved in future. 

Significant change in service provision is anticipated and it is vital to have effective, proactive engagement with other departments & faculties. This will address a key improvement required within the Evolution project to develop and maintain strong partnerships with key stakeholders to deliver greater efficiency, coherence, cooperation and coordination.

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.

Find out more about our benefits.

We consider ourselves to be an inclusive university, where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students, so we encourage applications from all genders, backgrounds, and communities, particularly from under-represented groups, and value the positive impact that will have on our teams.

Advert information