IT Helpdesk Senior Analyst

About The Role

IT Service Desk Senior Analyst
  
This full-time post is available on a permanent basis.
 
The starting salary will be from £34,630 to £36,320 on Grade E, depending on knowledge, skills and experience. 

This role offers the opportunity for hybrid working – some time on campus and some from home.  
 
Key Responsibilities

As an IT Service Desk Senior Analyst, you will be responsible for fulfilling requests, dealing with complex issues, and providing first-line operational support and advice to IT service users across multiple locations, platforms and technologies. You will be required to work shift patterns to provide service desk support for the extended teaching day and events.
 
Qualifications and Skills

• 5 GCSEs or experience in a similar role.
• Educational attainment at AS/A Level or International Baccalaureate® (IB), or demonstrable equivalent experience.  
• Equivalent vocational qualifications.
• ITIL Foundation.
• Industry standard IT related certification or professional qualification including: • ITIL ® Foundation  

Knowledge and Skills

• Knowledge of service management framework and principles. 
• Ability to prepare detailed reports, and complex technical specifications and systems documentation, and help others understand the content.  
• Taking into account the level of knowledge of the recipient.     
• Ability to build and develop relationships with peers and stakeholders to ensure effective exchange of information to support day-to-day work using existing practices. 
• Ability to complete tasks to a given plan and prioritise and organise own work to achieve agreed objectives. 
• Good methodical and analytical (qualitative and quantitative) and problem-solving skills.

Please ensure you read the Job Description and Person Specification for full details of this role.
 
Further information
 
Please contact Mags Skelton-Stark, m.j.skelton-stark@exeter.ac.uk

About The Division

PS Connect
 
As a Global Business Service, ‘PS Connect’ (a Division of the University of Exeter) is a critical enabler of our Strategy 2030.  

We bring together services from across HR, Finance, Strategic Procurement, Post Award Research, Travel  and Business Operations and have expertise to support the division in areas such as Service Experience (which includes our Helpdesks and Reception services) and Service Improvement and Development.  

Recognised as a trusted enabler across the University, we are transforming professional services to be more user-focused, innovative, and efficient. We are maximising digital solutions, data, and user experience expertise to improve service delivery and customer outcomes. 

This is strengthened by a strong commitment to the Voice of the Customer, enabling continuous improvement and co-created ways of working that drive strong engagement and satisfaction. 

We continually invest in our people to build a skilled, empowered, and high-performing workforce that underpins everything we achieve. 

PS Connect is increasingly recognised by senior leaders as an innovative disruptor and is shaping its future as a Global Business Service. 

This is an exciting time to join PS Connect as we continue to transform Professional Services across the University of Exeter.

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