IT Service Desk Analyst Grade 5

Contract: Permanent, full-time 35 hours per week. Part-time pro-rata available.

Location: This position will be a dual campus role, that will require the successful candidate to work in an agile manner.

Background

Swansea University IT Services are going through a rapid period of transformation and reimagining our Service Desk provision to meet the challenges of supporting and enabling a wider £20m investment in IT Services (in areas such as Cyber Security and Networking) will be a key foundational element.

The vision is to reconnect our IT support provision with our customer’s needs, professionalise our services, save us all time and bridge the capability gaps we have.

A new IT Service Desk team will be the public face of IT Services and will set standards in customer advocacy and engagement. Offering specialist support, advice and owning the resolution of Incidents and Problems for customers in a timely and efficient manner will be the cornerstones in achieving our vision.

The IT Service Desk will provide support from 7am to 6pm, Monday to Friday excluding bank holidays. We welcome anyone looking for part-time or job-share working arrangements, and can be flexible about working hours, e.g. early start/early finish or late start/late finish.

The opportunity

You will support and enable your colleagues to provide effective, consistent, and high-quality IT support services. You will play a key role in ensuring that Service Desk processes and procedures are used to best effect, and you will be an escalation point for Incidents or Requests that are more complex in nature.

Why You?

We know that people are sometimes put off applying for a job if they don’t tick every box, but we realise that the ‘perfect candidate’ doesn’t really exist. So, if you are excited about working with us and think you can do most of what we’ve listed, please apply. You could be exactly what we’re looking for!

The University is committed to supporting and promoting equality and diversity in all its practices and activities. We aim to establish an inclusive environment and welcome diverse applications from the following protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic and national origin), religion or belief, sex, sexual orientation.

Please note this job is also being advertised to a pool of colleagues internally as part of our University commitment to employee redeployment. Should this post be filled from this route then you will receive an email confirming this. If you do not receive an email, please assume that your application is still in process.

Salary will be commensurate with experience and can be negotiated at the time of appointment.

If you are excited by either of these opportunities, please apply, indicating which role if of most interest to you.

Informal enquiries are welcome and should be directed to: Steve Owen, Head of the Digital Office, s.g.owen@swansea.ac.uk.

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