Senior IT Service Desk Analyst

Hours: Permanent, full-time (35 hours per week)

Location: Cirencester, GL7 6JS (with some work in other RAU locations required)

Flexible working options considered 

The Royal Agricultural University “RAU” has been at the forefront of agricultural education for over 175 years and is globally renowned for its links with industry and courses that are designed to meet the demands of the changing land-based sector.  Digital Operations, as part of the Digital Innovation Directorate, at the RAU brings together Library and IT support expertise to contribute to the development of digital innovation across the University; enabling academic staff, the enrichment of the curriculum, and both face-to-face and distance learning.  The Service Desk team provides software, systems and hardware support to staff, students and other users at all RAU campuses. 

The Senior IT Service Desk Analyst is a key position in the team, delivering effective and efficient IT and audio-visual support service to the University community, logging and managing requests and incidents in accordance with service level targets. They manage the workload of the team as well as providing second line support, escalating to the Digital Operations Manager or Digital Architecture team where necessary, and monitoring progress and resolutions of all tickets.  

The successful applicant will have experience in supporting both software and hardware installations and have a proven record of investigating, identifying and quickly resolving issues in these areas. As a student and staff-facing member of the team, they will be a highly effective communicator, as well having sound practical and theoretical knowledge of digital systems.  

This role will report to the Digital Operations Manager. There are no line management responsibilities – however the position does have work oversight of a small team consisting of an IT Service Desk Analyst and a Junior IT Service Desk Analyst.  

The RAU is set in beautiful surroundings and offers a range of Staff Benefits including a 35-hour working week, a generous 30 days annual leave entitlement plus bank holidays (pro rata for part time posts), pension scheme, free and guaranteed parking on campus and free shuttle bus from campus to Cirencester town centre during semester time, discounted catering facilities, discounted onsite gym, free library services, employee assistance programme, occupational health and counselling services, cycle to work scheme and staff development opportunities. Further details of the full range of staff benefits available can be found on our website. 

For a full job description and details on how to apply please click the 'Apply' button above.

Informal enquiries can be made to Susan Baker, Digital Operations Manager, at Susan.Baker@rau.ac.uk.

Interviews: 09 October 2024 

The RAU is an equal opportunities employer and we particularly welcome applications from black and minority ethnic candidates as they are under-represented within the RAU at this level

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