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Support Analyst (End User Computing – E-Exams)

London School of Economics and Political Science - Data and Technology Services

Location: London
Salary: £40,229 to £48,456 pa inclusive with potential to progress to £52,095 pa inclusive of London allowance
Hours: Full Time
Contract Type: Fixed-Term/Contract
Placed On: 5th December 2023
Closes: 7th January 2024

LSE is committed to building a diverse, equitable and truly inclusive university

Salary: from £40,229 to £48,456 per annum with the potential to progress to £52,095 per annum including London allowance

This is a fixed term appointment until 31 August 2024

LSE’s Data and Technology Services division provides services to over 10,000 staff and student users.  Responsible for providing second line service and support to the End User Computing service line. The role is primarily accountable for handling second- line service calls and ensuring the third- line teams within the department and in Business Led Technology teams, are operating to agreed service levels.

Existing employees wishing to apply for this role as a secondment opportunity should discuss the role and seek agreement from their substantive manager in advance of their application.

The post holder will be working within the EUC Service Line to assist specifically in the LSE’s project around e-exams. The project uses Digiexam and is considering the use of Inspera in addition. They will need to understand specialised exam requirements and be able to troubleshoot any issues that arise. The elements of the role require a high level of communication skills, organising workloads and collaborative working along with balancing the needs of individuals whilst managing their expectations.

This post is currently fixed term until 31 August 2024, with the possibility of extension subject to funding.

The main duties are:

  • Providing 2nd line service and support within the service line
  • Providing resolutions and ‘work-arounds’ for service incidents and delivery of specific service requests from across the school
  • Ensuring the principle of ‘shift left’ is adhered to by supporting transition of specific resolutions to 1st line teams and maintaining an effective knowledge base
  • Supporting projects through transition to live activities into the service line
  • Being a key resource for maintenance projects
  • Providing mentoring to other support staff

Candidates should have:

  • Evidence of a strong technical background relating to industry standard technology(hardware and software)
  • Knowledge of Computer networks and WiFi
  • Knowledge of working with an IT service management tool to manage incidents, problems and service requests
  • Knowledge of Cloud computing services and providers
  • A good understanding of service management processes such as incident and problem management, including major incidents
  • The ability to confidently handle challenging conversations or situations and support others in the process
  • Knowledge of administration of systems management software such as SCCM, Active Directory, Print Management , Intune/AutoPilot & JAMF
  • Knowledge of supporting MS365 suite and other off-the- shelf Productivity and collaboration tools

This is a campus-based role.

We offer an occupational pension scheme, generous annual leave, and excellent training and development opportunities.

For further information about the post, please see the how to apply document, job description and the person specification.

To apply for this post, please go to www.jobs.lse.ac.uk. If you have any technical queries with applying on the online system, please use the “contact us” links at the bottom of the LSE Jobs page. Should you have any queries about the role, please email dts.admin@lse.ac.uk          

The closing date for receipt of applications is 07 January 2024 (23.59 UK time). Regrettably, we are unable to accept any late applications.

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