Assistant Support Analyst

University of Plymouth
February 19, 2024
Offerd Salary:£25,138 - £27,979
Working address:N/A
Contract Type:Other
Working Time:Full time
Working type:N/A
Ref info:N/A
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£25,138 - £27,979 per annum - Grade 4

Contract Type

Permanent, Full-time

Contractual hours


Job category/type

Professional/Support Services
Assistant Support Analyst


The University of Plymouth, a leading University in the South West, is seeking to recruit a Grade 4 Assistant Support Analyst to work as part of the Technology & Information Services (TIS) 2nd Line Campus team. This is an exciting opportunity to be part of a progressive and cutting-edge University in a beautiful location, where you can really make a difference.

We are looking for a person who is competent in supporting IT in a Higher Education or commercial environment.

The ideal applicant will have a proven track record in a customer IT support role in a demanding, busy and constantly changing environment. You should also be familiar managing incidents and requests to a challenging SLA and dealing with a diverse and demanding customer base. The role will involve a range of responsibilities and duties including assisting and advising customers, troubleshooting and resolving the majority of IT incidents and requests without escalation. You will be able to quickly and accurately record all details for each issue using our Service Desk software system and where appropriate update/generate documentation and knowledge articles.

You should have demonstrable experience of supporting a diverse customer base using Windows and core products such as Microsoft Office in an enterprise environment.

You will be familiar with ITSM best practice and ideally have or be working towards ITIL version 4 Foundation and SDI Analyst or equivalent.

You may be expected to work at different University locations in line with service needs. We require you to be an excellent communicator who is flexible and adaptable, with genuine customer service skills and a high level attention to detail.

You will be an effective team player who enjoys working in a busy and challenging environment where a calm manner and collaboration are essential. You should have the ability to self-prioritise and work independently to productively manage high volume workloads.

There is an essential requirement within this role that you will be required to travel to and work at different University sites and/or other business locations that may not be easily accessible by public transport. Please refer to the job description for further information.

This role will require an Enhanced Disclosure and Barring Service Check plus a Children's Barred List and Adults Barred List check.

Please demonstrate how you meet the essential criteria outlined in the knowledge, qualifications, training and experience elements of the job description in your supporting statement.

For an informal discussion to find out more about the role then please contact Karen Rowe by email at [email protected].

Interviews are likely to take place on Wednesday 13th March 2024 and you will be notified if you have been shortlisted or not.

This is a full-time permanent position working 37 hours per week. You will be required to cover core hours between 08:30-17:00 Monday-Thursday and 08:30-16:30 on Friday. Overtime may also be required from time to time.

Flexible working options including job share will be considered.

We offer a competitive salary package and a generous pension and holiday scheme. We also offer a range of other benefits, including ongoing development opportunities.

A successful external candidate for this position would be employed by the University of Plymouth Services Limited, a wholly owned subsidiary of the University of Plymouth. Employees of the University of Plymouth Services Limited work alongside the University of Plymouth colleagues in delivery of Plymouth's strategic vision, and will adopt the University of Plymouth's HR policies and procedures in full unless otherwise stated.

The University of Plymouth is a diverse, welcoming community where everyone makes a difference and is encouraged to bring their whole selves to work. To find out more about our inclusive community, initiatives such as Athena Swan and the Race Equality Charter and our range of benefits / support mechanisms such as flexible working, staff networks and enhanced maternity, paternity & adoption leave please visit our Equality, Diversity and Inclusion webpages

We particularly welcome applicants from under-represented groups such as BAME/BIPOC and LGBT+.

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