IT Service Desk Analyst

Full time, permanent position

Situated in the heart of the historic city of York, and with roots dating back to 1841, York St John University has a long and proud tradition as a distinguished Higher Education provider. Our success is founded on the quality of academic teaching and research, our thriving campus environment, our professional and pastoral support, and our values of an inclusive, innovative and ambitious community with a strong sense of belonging.

The team

ITS (Innovation and Technology Services) is the University's IT directorate, responsible for the maintenance and onward development of IT Services that support the University's business needs and the development and design of innovative new services in support of the University's Digital Strategy.

The role

You will be working as part of the wider Campus Support team and will be expected to work with high standards of professionalism and to collaborate effectively with colleagues across the University. The impact you have will be crucial in continuing to drive the success of the department and to see this reflected in key customer feedback such as the National Student Survey, in which the IT service has seen ongoing improvement over the last five years.

The Campus Support team provides IT and Digital Media support services, including the installation and upgrade of hardware and software, support for teaching space technology, a loan equipment service and hardware issue and return via our Service Centre.

The requirement to categorise, prioritise and progress logged tickets is key to the effective management of the service and it will be a distinct advantage for the post-holder to have experience in ITIL Incident, Service Request, Knowledge and Problem management practices. An understanding of the challenges of delivering IT services in a university will also be helpful.

The nature of the work will require regular attendance at the York campus (four days per week) with the option to work remotely for the remaining day.

Required skills and experience

• The successful candidate will have:
•  Excellent customer service skills
• Knowledge of first line support for Windows/Apple operating systems and applications
• Experience of Problem management and root cause analysis of tickets
• The ability to work effectively within a team

Additional information

If you have any queries in relation to the post, please contact: Simon Bower (IT Support Manager) - s.bower1@yorksj.ac.uk

If you require a reasonable adjustment in order to apply for this position please contact vacancies@yorksj.ac.uk.  Within the application form there is an opportunity for you to request a reasonable adjustment at the interview stage of the process, however if you wish to discuss this in further detail at any point  in the process please do not hesitate to contact us.

We offer a wide range of employee benefits including - 

• Excellent annual leave entitlement, including five discretionary university closure days over the Christmas period
• Pension scheme
• Health Cash Plan after one years' service
• Employee Assistance Programme
• Relocation expenses package for certain roles

We offer a range of family friendly and inclusive policies and facilities to support staff from different backgrounds. As part of our commitment to providing an inclusive working environment, consideration is given to all requests for job share or flexible working arrangements. 

Please note that CVs are not accepted in place of the application form.

Closing Date - Friday 10 February 2023 at midnight

Provisional Interview Date - Wednesday 01 March 2023