Service Analyst (1st line Support)

Are you passionate about all things technology?

This is a great opportunity for you to develop your IT career, if you have a background in or a passion for technology, we'd love to hear from you. You'd be joining our small, experienced standard support team in either a 1st or 2nd line support role working in a fast-paced environment where you will gain experience and exposure to a variety of challenges and problems that will build your expertise.

About the role

Working in Standard Support 1st Line/Service Desk Team:

This team provides initial triage of all tickets/support requests received by DDaT Service Desk.

• this may be done in person at the Service Desk - speaking to staff/students who walk up to the desk with a query, or responding to tickets
• this may be done from home (where team staffing levels support option for hybrid working)

This team provides 1st line support for all standard use of equipment, software and services supported by DDaT and this may be done:

• through response to a ticket (including escalation to another support team when appropriate)
• through a remote support session on a user’s device
• through a visit to a teaching/learning space, meeting room or office to investigate issue reported
• Manage booking, issue and return of DDaT loan equipment.
• Assist with deployment of DDaT supported equipment to teaching/learning spaces, meeting rooms and offices as needed

About you 

• Previous experience of supporting IT or Audio Visual hardware, software, and services.
• Confident user of Microsoft Office products and able to provide advice and support on these products.
• Experience of using email and calendaring software (preferably in a business or academic environment).

For an informal discussion about this role, please contact Sherilyn Elmes, Principle Service Manager (Standard Support) on ccssre@bath.ac.uk or Tim Jones, Service Manager (Standard Support) on Tim Jones tj411@bath.ac.uk

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 & encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality & 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, & value the positive impact that will have on our teams. 

We are very proud to be an autism friendly university and are an accredited Disability Confident Leader; committed to building disability confidence and supporting disabled staff.

Find out from our staff what makes the University of Bath a great place to work.

Follow us @UniofBath and @UniofBathJobs on Twitter for more information.

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